Refund policy

Hearth and Bolt

Returns and Refund Policy


hearthandbolt.com  ·  Last updated: March 2026

This policy explains your rights when returning goods purchased from Hearth and Bolt (hearthandbolt.com). It is written in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024.


Nothing in this policy affects your statutory rights under UK law.


1. What We Sell

Hearth and Bolt sells two types of product. This matters because different rules apply to each.


Product type

Examples

Standard items

Pre-designed products sold as-is with no personalisation (e.g. drill bit organisers, recipe card holders, guitar pick holders).

Personalised items

Products made to your specification or with your personal details (e.g. herb label stakes printed with your name, custom-sized spice jar lids, plant markers with personalised text).


2. Faulty, Damaged or Misdescribed Goods

These rights apply to all products — standard and personalised.


Within 30 days of delivery

If your item arrives faulty, damaged, or not as described, you are entitled to a full refund. Contact us at the address below with a description and photograph of the fault. We will arrange a refund or replacement at our cost, including return postage where required.


Between 30 days and 6 months of delivery

You are entitled to a repair or replacement. If we cannot repair or replace the item within a reasonable time, or if the repair or replacement fails, you may claim a full refund. We bear the cost of the return.


After 6 months

Your Consumer Rights Act rights continue for up to six years from purchase, but after the six-month point the burden of proof shifts to you. You will need to demonstrate that the fault existed at the time of purchase.


3. Changing Your Mind (Standard Items Only)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for standard (non-personalised) items within 14 days of receiving them, for any reason, with no penalty.


The process is as follows:

  • Notify us within 14 days of delivery by email (see contact details below). You do not need to give a reason.
  • Return the goods within 14 days of notifying us. Items must be unused and in their original condition.
  • You are responsible for the cost of return postage.
  • We will refund the original purchase price plus our basic delivery charge within 14 days of receiving the returned goods (or proof of postage, whichever is earlier).
  • We reserve the right to deduct an amount from your refund if the goods have been handled beyond what is necessary to assess their nature and condition, reducing their resale value.


We do not charge restocking fees.


4. Personalised Items: No Right to Cancel

Personalised items are exempt from the 14-day cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This applies to any product made to your specification or bearing your personal details.


By placing an order for a personalised item, you acknowledge that production will begin promptly and that you will not have a right to cancel or return the item simply because you have changed your mind.


Personalised items remain fully covered by the Consumer Rights Act 2015. If your personalised item arrives faulty, damaged, or not as described, the rights in Section 2 above apply in full.


5. Items Damaged in Transit

If your order arrives damaged due to postage, please notify us within 48 hours of delivery with photographs of the packaging and the damage. We will arrange a replacement or refund at no cost to you.


Failure to report transit damage within 48 hours may make it more difficult for us to raise a claim with our postal carrier, though your rights under the Consumer Rights Act 2015 are not affected by this timeframe.


6. Items Not Returned

We cannot process a refund or replacement for non-faulty items until the goods have been returned to us. For faulty items, we may ask for photographic evidence before arranging a remedy, to avoid requiring you to bear the cost of postage for items we cannot assess remotely.


7. Refund Method and Timing

All refunds are issued to the original payment method used at checkout. We will not ask you to accept a credit note or voucher in place of a refund where a refund is your legal entitlement.


Refund timings:

Situation

Refund issued within

Faulty goods (return not required)

14 days of agreeing the remedy

Return received (change of mind)

14 days of receiving goods back

Proof of postage provided

14 days from proof of postage (if earlier than receipt)


8. Exclusions

We will not accept returns in the following circumstances:

  • The item has been damaged through misuse, accident, or normal wear and tear.
  • The item is a personalised product and there is no fault with it.
  • The 14-day cancellation window has passed for standard items and the goods are not faulty.
  • The item was clearly described as a clearance or seconds item at the time of purchase.


These exclusions do not affect your statutory rights under the Consumer Rights Act 2015. If your goods are faulty or not as described, the exclusions above do not apply.


9. How to Contact Us

To request a return, report a fault, or raise any issue with your order, please contact us:


Email

hello@hearthandbolt.com


Website

hearthandbolt.com


Response time

We aim to respond to all queries within 2 business days.


Please include your order number and a brief description of the issue in your message. For damaged or faulty items, attach photographs where possible.


10. Further Help

If you are not satisfied with our response, you can contact the following organisations for independent advice:


  • Citizens Advice Consumer Helpline: 0808 223 1133
  • Trading Standards: via Citizens Advice or your local council
  • Online Dispute Resolution (EU ODR platform): ec.europa.eu/consumers/odr


You also have the right to pursue a claim through the small claims court if a dispute cannot be resolved directly.


This policy is offered in addition to your statutory rights and does not seek to restrict or replace them. Hearth and Bolt is a UK sole trader business trading at hearthandbolt.com.

Last updated March 2026. Subject to change; check hearthandbolt.com for the current version.