Your 14-day cancellation right
For most goods bought online, you may tell us that you wish to cancel within 14 days after the day you receive…
Returns & Refunds
We want every order to arrive as expected. This page explains our voluntary 30-day return window, your statutory cancellation rights and what to do when an item is faulty, damaged or not as described.
Last updated 27 August 2026. This policy supplements your statutory rights and does not limit them.Our 30-day return window
For eligible items, Hearth & Pantry extends the change-of-mind return request period to 30 days from delivery. The item must meet the…
Start a return
Email support@hearthandpantry.co.uk with your order number, the item you wish to return and the reason for the request. For damage or quality…
Your 14-day cancellation right
For most goods bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods. You then have a further 14 days to send them back. You do not need to give a reason.
Our 30-day return window
For eligible items, Hearth & Pantry extends the change-of-mind return request period to 30 days from delivery. The item must meet the condition requirements below. This voluntary extension does not replace your statutory rights.
Start a return
Email support@hearthandpantry.co.uk with your order number, the item you wish to return and the reason for the request. For damage or quality concerns, include clear photographs of the product, packaging and shipping label.
Return condition
Change-of-mind returns should be unused, uninstalled, unassembled and complete, with manuals, fittings, labels and original packaging. You may inspect an item as you would in a shop, but we may reduce a refund if handling goes beyond what is reasonably necessary and lowers its value.
Items that cannot be returned for change of mind
Personalised or made-to-order goods, perishable goods and sealed hygiene-sensitive goods that have been unsealed may not qualify for change-of-mind cancellation. This does not affect remedies where an item is faulty, damaged, not as described or where another statutory right applies.
Faulty, damaged or incorrect goods
If an item arrives damaged, is faulty, is not as described or is the wrong item, contact us promptly and keep the item and packaging while we assess the issue. Depending on the circumstances and your legal rights, we may arrange repair, replacement, collection, price reduction or refund.
Return shipping and collections
For an approved change-of-mind return, you are normally responsible for the direct return cost unless we agree otherwise. For faulty, damaged or incorrect goods, we will provide appropriate return or collection instructions. Large-item collection charges, where applicable, will be confirmed before collection.
Refund timing and method
Approved refunds are made to the original payment method. For a statutory cancellation, we will refund within 14 days after receiving the goods back or receiving acceptable evidence that they were sent back, whichever is earlier. Standard outbound delivery is refunded where required by law; premium delivery upgrades are not refundable beyond the standard delivery amount.
Cancelling before dispatch
Contact us as soon as possible if you wish to cancel before dispatch. If an order has already entered fulfilment or left the warehouse, it may need to follow the normal return process.
How to contact us
Email support@hearthandpantry.co.uk or write to MAHON ENTERPRISE LTD, 209 Heathway, Dagenham, United Kingdom, RM9 6AF. Please include your order number so we can help quickly.