Refund policy

In-Store Return Policy

We will provide a Store Credit* or Exchange only for full-priced items purchased in-store providing that:

  • The goods are returned within 14 days from the purchase date
  • The goods are in a saleable condition, in original packaging with original tags attached
  • The goods have not been worn, damaged or washed

 Please note: Sale items can not be exchanged or returned.

Online Return Policy

We will provide a Store Credit* or Exchange only for full-priced items purchased online providing that:

  • The goods are returned within 14 days from the date received
  • The goods are in a saleable condition, in original packaging with original tags attached
  • The goods have not been worn, damaged or washed
  • We do not refund shipping costs for returning goods, except for a defective item, where we will provide a refund in full.

To request a return or exchange please email nina@hearth-co.com with your order reference number, the name of the items you would like to return and the reason for the return/exchange.

We will provide you with the return address to send the item/s back to us. Once received, we will inspect the item/s and will inform you of whether the return/exchange has been approved.

Once a Return has been approved, your Store Credit* will be issued via the email address used to place the order (valid for 1 year).

Please note: Sale items can not be exchanged or returned. 

Please Note

For hygiene reasons we do not offer refunds on pierced jewellery, swimwear (if the hygiene strip has been removed), or cosmetic and personal care products if they have been used or the hygiene seal is broken.

We also do not accept returns of personalised, made-to-order or custom-made products, sale items or on gift cards.

Sale items can not be exchanged or returned.

Sale and Promotional Items

  • Change of Mind: Items purchased on sale, via a clearance event, or using a promotional discount code are not eligible for a return, refund, or exchange due to a change of mind [or insert policy: are eligible for store credit only].
  • Consumer Guarantees (ACL): Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If an item purchased on promotion or sale arrives damaged, possesses a major defect, or does not match its product description, you are entitled to your choice of a replacement or full refund, regardless of whether the product was purchased at a discounted price.

Faulty Items

We will offer a full refund on faulty or damaged items or if an incorrect item was sent at the discretion of our customer service team upon review of the item/s. 

* Store Credit

Store Credit can be redeemed in either of our physical stores only or by special arrangement if you live interstate or internationally. Please email nina@hearth-co.com