Refund & Return Policy

If something is not right, we would rather sort it out than keep your money. Here is exactly how returns and refunds work at Hartwen.

Return Window

You may return eligible items within 30 days of the delivery date.

Restocking Fee

£0. We do not charge a restocking fee of any kind.

What Can Be Returned

Both defective and non-defective items are eligible. You do not need to give us a reason.
The original packaging must be included.
Original tags and accessories must be intact.
Proof of purchase — your order number — must be provided.

How to Start a Return

Email support@hartwen.com with your order number and a short note about what you would like to do. We will reply within 24 hours (Mon–Fri) with your return instructions.

Please do not post anything back to us before contacting us first. Returns sent without contacting us can go astray, and we cannot refund an item that never reaches us.

Return address: once we have confirmed your return, send it to Hartwen, 16 Balham Hill, London SW12 9DY, United Kingdom.

Who Pays for the Return

Change of mind: you cover the return postage.
Faulty, damaged, or incorrect items: we cover the return postage in full.

Faulty, Damaged, or Incorrect Items

Email us within 30 days of delivery with your order number and a photograph of the problem. We will arrange a replacement or a full refund, postage included, and we will not ask you to pay to send it back.

Refund Timeframe

Refunds are issued within 10 business days of your returned item reaching us. We will email you when it has been processed.

Exchanges

We accept exchanges - product condition: only new products.

Refund Method

Refunds are returned to the original payment method used for the order. We are not able to refund to a different card or account.

Cancelling an Order

You can cancel free of charge at any time before your order ships — email us and we will stop it. Once the parcel is on its way, the returns process above applies instead.

Your Legal Rights

Our 30-day policy is offered in addition to your statutory rights, not instead of them. Under UK consumer law you have a minimum 14-day right to cancel most online purchases. Nothing on this page limits or replaces those rights.