Refund policy

Return & Refund Policy

At Hearthline Co., we take pride in the quality of every item we produce. If something arrives damaged or incorrect, we’ll make it right.

Returns

Due to the nature of our products (personal care, handmade goods, and hygiene items), we do not accept returns on opened or used products.

We accept returns only if:

  • the item is unused
  • the item is in original condition and packaging
  • the return request is made within 14 days of delivery

To request a return, email us at:
📧 support@hearthlineco.com

If approved, return shipping costs are the responsibility of the customer unless the return is due to our error.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Email: support@hearthlineco.com
Please include:

  • your order number
  • photos of the item(s)
  • photos of the shipping box/packaging

Once confirmed, we will issue a replacement or refund.

Non-Returnable Items

For safety and sanitation reasons, we cannot accept returns on:

  • candles that have been burned or used
  • wax melts that have been opened or used
  • soaps that have been opened or used
  • beard oils, beard butters, beard creams, or other grooming products that have been opened
  • clearance or final sale items
  • gift cards

Refunds

If your return is approved, refunds will be issued to your original payment method within 5–10 business days after the return is received and inspected.

Shipping charges are non-refundable unless the issue was caused by us.

Refund Amendment

Hearthline Co. reserves the right to refuse refunds or returns in the following cases:

  • the product has been used, burned, altered, or is not in original condition
  • the return request is submitted after the 14-day return window
  • the item was marked as final sale or purchased at a discounted clearance rate
  • the damage is determined to be caused by misuse, improper storage, or failure to follow care instructions
  • the return is missing original packaging or key components

Refunds may be issued as a replacement product, store credit, or original payment refund depending on the situation and product availability.

Lost or Stolen Packages

Hearthline Co. is not responsible for lost or stolen packages once an order has been marked as delivered by the shipping carrier.

If your tracking number shows “Delivered” but you did not receive your package, we recommend:

  • checking around your property and mailbox area
  • confirming the shipping address entered at checkout
  • checking with neighbors or building management
  • contacting the shipping carrier directly to file a claim

If you believe your package was stolen, you may also need to file a police report.

If a package is returned to us due to an incorrect address or delivery issue, the customer is responsible for reshipping costs.

For assistance, contact us at:
📧 support@hearthlineco.com

Exchanges

We do not offer direct exchanges. If you need a different item, we recommend placing a new order after your return is processed.

Order Issues / Address Errors

If an incorrect shipping address was entered at checkout or a package is returned due to an address issue, the customer is responsible for reshipping costs.

Contact

For all return or refund questions, contact us at:
📧 support@hearthlineco.com

Hearthline Co.
Covington, Georgia