Return & Refund Policy
At Hartwell & Co, we want customers to have a clear and straightforward returns process. This Return & Refund Policy explains how returns, cancellations, damaged items, and refunds are handled.
Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer law.
1. 30-Day Return Policy
We offer a 30-day return period for eligible items.
You have 30 days from the date you receive your order to request a return.
To be eligible for a standard return, the item should generally be:
- In its original condition
- Unused, where reasonably applicable
- With original tags or labels, where supplied
- In its original packaging, where reasonably possible
- Accompanied by proof of purchase or your order number
Your statutory rights regarding faulty or misdescribed goods are not affected by these conditions.
2. How to Request a Return
Before sending an item back, please contact us at:
Please provide:
- Your full name
- Order number
- Product you wish to return
- Reason for the return
- Photographs where the product is damaged, faulty, or incorrect
Once your return request has been reviewed, we will provide the appropriate return instructions.
Please do not send a return without first contacting us for return instructions.
3. UK Cancellation Rights
Where the UK Consumer Contracts Regulations apply, consumers purchasing online generally have the right to cancel eligible orders within 14 days after receiving the goods, subject to applicable exclusions.
After notifying us of a qualifying cancellation, you will generally have a further 14 days to return the goods.
These statutory cancellation rights are separate from our additional 30-day return policy.
4. Return Shipping
For returns based on a change of mind under our additional returns policy, the customer may be responsible for return shipping costs unless otherwise stated or required by law.
If an item is confirmed to be faulty, damaged, incorrect, or not as described, we will handle reasonable return arrangements or costs as required by applicable UK consumer law.
We recommend retaining proof of postage until your return has been completed.
5. Damaged, Faulty or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is damaged, faulty, incorrect, or materially different from its description, contact us as soon as reasonably possible at contact@hartwellco.co.uk.
Include your order number, a description of the issue, and clear photographs where appropriate.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer law, which may include a repair, replacement, price reduction, or refund depending on the circumstances.
6. Non-Returnable Items
Certain products may be excluded from change-of-mind returns where permitted by law, including:
- Personalised or made-to-order products
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
- Goods that deteriorate or expire rapidly
- Digital content in circumstances where statutory cancellation rights have been properly waived
- Other products legally exempt from cancellation or return rights
This does not remove your statutory rights if an item is faulty, damaged, misdescribed, or otherwise does not conform to the contract.
If you are unsure whether an item is eligible for return, contact us before sending it back.
7. Exchanges
If you would like a different product, size, model, or variation, please contact our customer service team.
Availability cannot be guaranteed. Depending on the circumstances, we may ask you to return the original item and place a new order.
8. Refunds
Once we receive and inspect an eligible return, we will notify you regarding the outcome.
If your refund is approved, it will normally be issued to your original payment method.
Where required by UK consumer law following a valid cancellation, applicable standard outbound delivery charges will also be refunded.
9. Refund Processing Time
After we issue a refund, your bank, card issuer, or payment provider may require additional time to process and display the funds in your account.
Processing times are controlled by the relevant financial institution and may vary.
If a reasonable period has passed after receiving confirmation that your refund was issued, please contact your payment provider first and then contact us if you still require assistance.
10. Partial Refunds
In circumstances permitted by law, we may make an appropriate deduction from a refund where returned goods have been handled beyond what is reasonably necessary to establish their nature, characteristics, and functioning.
Any deduction will be assessed based on the condition of the returned product and applicable consumer law.
11. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at contact@hartwellco.co.uk.
We will try to process your request before dispatch, but we cannot guarantee that an order can be stopped once fulfilment has begun.
If the order has already been dispatched, you may still have applicable cancellation or return rights.
12. Refunds for Lost Orders
If an order does not arrive within the expected timeframe, contact us with your order number.
We may investigate the shipment with the relevant delivery provider before determining the appropriate resolution.
Your legal rights relating to delivery remain unaffected.
13. Proof of Purchase
We may request reasonable proof of purchase when processing a return, exchange, or refund.
This may include your:
- Order number
- Order confirmation email
- Receipt or other appropriate purchase record
14. Your Statutory Rights
This policy is provided in addition to your rights under applicable UK consumer legislation, including where relevant the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy excludes or restricts rights that cannot legally be excluded or restricted.
15. Contact Us
For returns, refunds, cancellations, or damaged-item enquiries, please contact:
Hartwell & Co
418 Bethnal Grn Rd
London E2 0DJ
United Kingdom
Email: contact@hartwellco.co.uk
Phone: +44 7488 357206
Website: hartwellco.co.uk