Last Updated: October 20, 2026

At Hartwell, customer satisfaction is important to us. We aim to provide a straightforward and reliable shopping experience.

Returns and Cancellations

Eligible UK customers generally have the right to cancel an online purchase within 14 days of receiving their goods, subject to applicable legal exceptions. Customers normally have a further 14 days after notifying us to return the goods.

Condition of Returned Items

Please take reasonable care of returned items and include original packaging and accessories where possible. Customers may be responsible for diminished value resulting from handling beyond what is necessary to inspect the goods.

Damaged, Faulty, or Incorrect Items

If an order arrives damaged, faulty, or incorrect, contact us with your order number and relevant photographs. We will review the issue and provide an appropriate remedy under applicable law.

Refunds

For eligible cancellations, refunds will generally be issued within 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first, as required by applicable law.

Refunds will normally be made to the original payment method. Standard delivery charges will be refunded where legally required.

Return Shipping Costs

Customers may be responsible for direct return costs for a statutory cancellation if they were informed of this before purchase. We will cover return costs where required by law.

Exceptions

Certain products, including some personalised goods or sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, may be excluded from cancellation rights under applicable law.

Contact

Nothing in this policy affects your statutory consumer rights.