Last updated: January 26, 2026
At Hearthstone, we take immense pride in the craftsmanship, comfort, and quality of our duvet covers, towels, robes, and bath mats. We want you to feel completely confident in your sanctuary investment. If you are not entirely satisfied with your purchase, we have structured a fair and transparent return process to assist you.
1. The 30-Day Return Window
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You may initiate a return for eligible items within 30 calendar days from the original date of delivery.
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Requests or items submitted, postmarked, or brought to our attention after the 30-day window has elapsed will unfortunately be ineligible for return, store credit, or refund.
2. Condition Requirements & Hygiene Standards Because home textiles are intimate items designed for personal rest, relaxation, and self-care, we maintain strict hygiene and quality control standards.
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To qualify for a return or exchange, items must be brand new, unused, unwashed, free of any laundering or personal odors (such as perfume, smoke, or detergent), and free of pet hair, lint, or structural stains.
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All items must be returned in their original product packaging with all original brand tags, labels, and ribbons intact.
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Non-Returnable Exceptions: Any duvet cover, towel, robe, or bath mat that shows signs of laundering, use, pet exposure, cosmetic transfer, or damage resulting from improper client handling will be rejected by our quality inspection team and sent back to the customer at their expense, or disposed of without refund. Final sale items, promotional sample bundles, and gift cards are also strictly non-returnable.
3. Return Shipping Fees & Restocking Process
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Customer Responsibility: Customers are responsible for all return shipping costs. Return shipping fees are non-refundable and will be automatically deducted from your total refund amount unless the item arrived defective or incorrect due to a Hearthstone error.
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Return Authorization Required: All returns must be authorized prior to shipping. Sending items back without a formal return confirmation or RMA label may result in significant processing delays or lost packages for which Hearthstone cannot accept liability.
4. Inspection, Processing Time, and Refunds
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Once your return package arrives at our distribution center, please allow 3 to 5 business days for our team to unpack, audit, and inspect the items against our hygiene and condition guidelines.
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Upon successful inspection approval, we will issue your refund to your original method of payment. Please allow an additional 5 to 10 business days for your financial institution or credit card issuer to post the funds to your account statement.
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Original shipping fees paid at the time of purchase (if any) are non-refundable.
5. Damaged, Defective, or Incorrect Items We inspect our inventory meticulously, but manufacturing flaws or transit damages can occasionally occur.
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If you receive an item with a structural defect, a weaving flaw, or physical damage, you must notify us at support@hearthstone.com within 48 hours of delivery.
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You must include your order number, a clear description of the issue, and photographic evidence of the defect or damaged packaging. Validated claims will be swiftly resolved via a complimentary replacement or a full refund, inclusive of original shipping charges. Claims submitted after 48 hours of delivery are handled under standard return policy terms.
6. Exchanges To ensure efficient inventory management and secure your preferred colorway, size, or style before it sells out, we process exchanges as new purchases. Please initiate a standard return for the original item and place a new order online for the desired replacement piece at your convenience.