Refund policy

HearthLoom Home Customer Policy

Return and Refund Policy

Last updated: August 19, 2026

We want customers to understand the condition, timing, and process required for a return before placing an order. This policy applies to eligible purchases made directly through hearthloomhome.com.

This policy applies to eligible orders delivered within the United States.

Policy at a Glance

1. Return Request Window

You may request a return within 30 calendar days after the carrier records the order as delivered. Contact us before the end of this period to begin the return process.

Requests submitted after the 30-day period are generally not eligible for return. Contacting us within the return window does not automatically approve a return. The item must also satisfy the eligibility and condition requirements described below.

2. Return Eligibility

To be eligible for return, an item must meet all applicable conditions:

• The return request is submitted within 30 calendar days after delivery.
• The item is unused, unwashed, unworn, and has not been placed on a bed for regular use.
• The item is free from stains, odors, pet hair, smoke, detergent, fragrance, makeup, bodily fluids, damage, or other signs of use.
• The item includes its original packaging, labels, inserts, accessories, and all pieces originally included with the set.
• The product has not been altered, repaired, cut, marked, or modified.
• The return has been approved by HearthLoom Home and is sent according to the return instructions we provide.

3. Items That Cannot Be Returned

The following items are not eligible for return except where required by applicable law or when the item arrived damaged, defective, or materially different from the item ordered:

• Bedding that has been used, washed, laundered, slept on, stained, scented, or exposed to pets or smoke.
• Products missing original packaging, labels, accessories, pillow shams, pillowcases, inserts, or other included components.
• Items damaged after delivery through misuse, improper washing, incorrect care, modification, or ordinary wear.
• Products marked as final sale or non-returnable before purchase.
• Gift cards, store credits, and promotional credits.
• Items returned without authorization or sent to an address not provided by our customer service team.

4. How to Request a Return

Before shipping an item back, contact HearthLoom Home:

Include the following information:

• Your full name.
• Your order number.
• The email address used at checkout.
• The item or items you want to return.
• The reason for the return.
• Photos when reporting damage, defects, or an incorrect item.

If the return is approved, we will provide return instructions and the applicable return destination. A return is not considered authorized until these instructions have been provided.

Do Not Mail Returns to Our Public Business Address

Our publicly listed Denver address is a business contact address and is not automatically the return destination for every order. Returns may be processed at a different facility depending on the product and order. Merchandise sent without authorization, sent cash-on-delivery, or sent to an address not included in our return instructions may be refused, delayed, or returned to the sender.

5. Return Shipping Costs

Customer-Preference Returns

For returns based on preference, color choice, size selection, duplicate purchase, changed mind, or another reason not caused by an error by HearthLoom Home, the customer is responsible for return shipping costs.

Damaged, Defective, or Incorrect Items

When we confirm that an item arrived damaged, has a qualifying defect, or is materially different from the item ordered, HearthLoom Home will provide an appropriate resolution. Depending on the circumstances, this may include a prepaid return label, replacement, partial refund, or full refund.

We recommend using a trackable shipping service and retaining the shipping receipt until the return is completed. HearthLoom Home is not responsible for customer-arranged return packages that are lost, misdirected, damaged, or delivered to an unauthorized address.

6. Damaged, Defective, or Incorrect Orders

Inspect your order as soon as reasonably possible after delivery. Contact us within 7 calendar days after delivery if:

• The package or product arrived damaged.
• You received the wrong product, size, or color.
• A set is missing an included component.
• The item appears to have a manufacturing defect before use or washing.

Include clear photographs of:

• The full product.
• The damaged or incorrect area.
• The outer shipping packaging.
• The shipping label and product label, when available.

Keep the product and packaging until we complete our review. Do not wash, use, discard, repair, or return the item before receiving instructions, as doing so may limit our ability to verify the issue.

7. Return Inspection

Returned items are inspected after delivery to the authorized return destination. Approval to ship an item back does not guarantee that the item will qualify for a full refund.

If a returned item shows signs of use, washing, damage, missing pieces, contamination, odor, or a condition inconsistent with this policy, we may decline the refund or issue a reduced refund when permitted by applicable law. We will contact you if the inspected condition affects the requested refund.

8. Refunds

After an eligible return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds are submitted to the original payment method within 10 business days after the returned item is received, inspected, and approved. After we submit the refund, your bank, card issuer, or payment provider may require additional time to post the credit to your account.

Refund timing is outside our control after the transaction has been submitted to the payment provider. Contact your bank or card issuer if the refund does not appear after its normal processing period.

9. Expedited and Optional Shipping Charges

Charges paid for expedited or optional shipping services selected by the customer are generally non-refundable when the return is based on customer preference.

If the return results from a confirmed fulfillment error, damage, defect, or another issue for which HearthLoom Home is responsible, we will review the applicable shipping charges as part of the resolution.

10. Restocking Fees

HearthLoom Home does not charge a standard restocking fee for an eligible return that complies with this policy. However, items returned incomplete, damaged, used, washed, or in materially reduced condition may be denied or may receive a reduced refund when permitted by law.

11. Exchanges

We do not currently process direct exchanges through the standard return process. Availability can change while a return is in transit.

To obtain a different size, color, or product, request a return for the eligible original item and place a separate order for the preferred item. The new order is subject to current pricing, availability, shipping, and promotional terms.

12. Order Changes and Cancellations

Contact us as soon as possible if you need to request an address change, product change, or cancellation. We will attempt to assist, but changes and cancellations are not guaranteed after an order has entered processing or fulfillment.

If an order can no longer be canceled, you may request a return after delivery, subject to this policy.

13. Refused and Undeliverable Packages

Refusing delivery does not automatically qualify an order for a full refund. Packages returned because of an incorrect address, failed delivery, refusal, or failure to collect may be reviewed after they are received.

Actual return shipping, carrier fees, or other costs resulting from a customer-provided address error or refused delivery may be deducted from the refund when permitted by law.

14. Missing or Lost Deliveries

If tracking shows that a package is still in transit beyond the estimated delivery period, contact us so we can review the shipment information.

If tracking shows delivered but the package cannot be located, first check the delivery area, household members, building staff, nearby locations, and carrier delivery details. Then contact us promptly. Carrier investigations and replacement or refund eligibility are reviewed individually based on the available delivery records.

15. Promotional and Discounted Orders

Unless an item was clearly marked final sale before purchase, an item purchased with a discount may be returned if it otherwise meets this policy.

Refunds are based on the amount actually paid for the returned item after discounts. If a promotion required the purchase of multiple items, returning part of the order may cause the promotion to be recalculated.

16. Payment Disputes

Contact us first if you do not recognize a charge or believe an order, refund, or delivery issue has not been resolved. We will review the order information and attempt to address the concern. This section does not limit any rights available through your card issuer or applicable law.

17. Applicable Consumer Rights

This policy does not exclude or limit rights that cannot legally be excluded or limited under applicable consumer-protection law. When mandatory law provides greater rights than this policy, the mandatory legal requirements will apply.

Return and Refund Support

Contact HearthLoom Home

For return instructions, refund questions, or assistance with an order, contact:

HearthLoom Home
Operated by hearthloomhome LLC
90 W 11th Ave
Denver, CO 80204
United States

Email: support@hearthloomhome.com
Telephone: (719) 205-0188
Hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time

The public business address above is provided for business identification and customer contact. Do not send returns to this address unless it is specifically included in the return instructions issued for your order.