Refund policy
Last updated: October 7, 2026
Our 60-day guarantee
Every Hearthside Heirloom order comes with a 60-day guarantee. The 60 days start on the day your order is delivered. If something isn't right, or you just aren't happy with your order, email us within those 60 days and we'll make it right.
This guarantee is in addition to any rights you have under the consumer laws where you live.
How to start
Email us at hearthsideheirloom@outlook.com and include:
- your order number (you'll find it in your order confirmation email)
- a short description of what happened
- a photo if you can, when an item arrived damaged, broken or with something missing
We'll reply with the next steps. If an item needs to come back to us, we'll email you the return address at that point. Please wait for our reply before you send anything back, so we can match your return to your order.
Damaged, defective, missing or wrong items
If your order arrives damaged, a piece is missing, something doesn't work (for example, a light stops working), or we sent you the wrong item, email us within 60 days of delivery. We'll put it right with a replacement, the missing part or a refund.
When the problem is on our side, you don't need to send anything back and you don't pay any postage.
If it isn't right for you
If your order arrived in good condition but it isn't what you wanted, you can send it back within 60 days of delivery for a full refund of the item price.
- Email us first and we'll send you the return address.
- Return postage is paid by you. There are no restocking fees.
- We suggest a tracked postage service so you can see when your return reaches us.
- Once your return reaches us, we process your refund.
Lost packages and Shipping protection
Every order ships with tracking. If your tracking stops moving or your package never arrives, email us with your order number. We'll look into it with the carrier and make it right.
If tracking shows your package as delivered but you can't find it, please check around your address, ask your neighbors and anyone else at the address, and check with your local post office. If it still hasn't turned up, email us and we'll take it from there.
Shipping protection comes free when you buy two or three tree kits as a bundle, and you can add it to any other order when you buy. If your order has Shipping protection and it is lost, stolen or damaged in transit, we send you a replacement. You don't have to file a claim with the carrier.
Lifetime warranty
The Lifetime warranty is an optional add-on when you order. It covers every tree kit and Prism figure on the same order, for as long as you own them. If a wire snaps, a bead cracks or a light stops working, email us your order number and, if you can, a photo of the problem, and we'll send you the replacement part free of charge.
Warranty claims are settled with replacement parts, not cash. During the first 60 days after delivery, our 60-day guarantee applies as well.
How refunds are paid
Refunds go back to the original payment method used for the order. After we process a refund, it typically takes 6–12 business days to appear, depending on your bank or card provider.
If it has been longer than that, please check with your bank first, then email us and we'll look into it.
What isn't refundable
- Shipping protection and Lifetime warranty fees can't be refunded once your order has shipped, because the cover has already started. There are two exceptions. If your order is cancelled before it ships, both fees are refunded with the rest of the order. If you send back everything on an order under our 60-day guarantee, we refund the Lifetime warranty fee too.
- Shipping is free on every order, so there is no shipping charge to refund or deduct.
Order changes and cancellations
For changes to an order or cancellations before shipping, see our Shipping Policy.
Contact
Questions about a return, refund or warranty? Email us at hearthsideheirloom@outlook.com.