Refund policy

Refund & Return Policy

We want you to love your Hearthmat. If something isn't right, we'll make it right.

30-Day Return Window

You may return most items within 30 days of delivery for a refund or exchange. To be eligible, the item must be unused, in its original condition, and in its original packaging.

How to Start a Return

Email us at support@hearthmat.com with your order number and a brief description of the issue.
We'll reply within 1–2 business days with return instructions and a return address.
Ship the item back using a trackable service and send us the tracking number.

Please do not send items back before contacting us — returns received without prior authorization cannot be processed.

Return Shipping Costs

Defective, damaged, or incorrect items: we cover return shipping in full, and you may choose a free replacement or a full refund.
Change of mind, wrong size, or no longer needed: the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Damaged or Defective on Arrival

Please inspect your order upon delivery. If the item is damaged, defective, or you received the wrong product, contact us within 7 days of delivery with photos of the item and packaging. We will send a replacement or issue a full refund at no cost to you — in most cases you will not need to ship the item back.

Refund Processing

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may need additional time to post the refund to your account.

Exchanges

The fastest way to exchange for a different size or design is to return the original item for a refund and place a new order. Contact us and we'll help coordinate the process.

Non-Returnable Items

Items returned more than 30 days after delivery
Items that have been used outdoors, washed, cut, or otherwise altered
Items missing original packaging or returned without prior authorization
Gift cards and sale items marked "Final Sale"

Order Cancellations

Orders can be cancelled free of charge before they ship. Once an order has been dispatched, it falls under the standard return policy above.

EU & UK Customers — Right of Withdrawal

If you are located in the European Union or the United Kingdom, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, under EU Directive 2011/83/EU and the UK Consumer Contracts Regulations. Our 30-day policy above extends beyond this statutory minimum and applies in addition to your legal rights.