Return Policy

Thirty days, no questions asked. If the Hearth is not what you hoped for, we would rather have you happy than have your money.

The short version

• You have 30 days from delivery to ask for a refund or a replacement.
• No explanation required. "I changed my mind" is a complete reason.
• Email hirosnoirsupport@gmail.com with your order number to start.

How a refund works

Write to us with your order number and, if the item arrived damaged or faulty, a photo. We answer within one business day. Once approved, the refund goes back to the payment method you used at checkout. Your bank usually takes a further 5 to 10 business days to show it.

If it arrives damaged or faulty

Send a photo within 30 days of delivery and we replace it or refund you, your choice. You keep the damaged unit. Shipping an electrical item back across the world costs more than it is worth to everyone involved, and asking you to do it would just be theatre.

If you simply changed your mind

Also fine, within the same 30 days. For a plain change of mind we may ask you to return the item; if we do, we cover the return shipping and send you the label. Please keep the packaging until you are sure.

The one exception

Opened bottles of essential oil cannot be returned, for hygiene reasons. If the oils in a Kit or Pro Set arrived leaking or damaged, that is not a return, that is a damaged order, and it is covered above.

Cancelling before it ships

If your order has not been packed yet, we cancel it and refund you in full. Email us as soon as you can. Once the tracking email has gone out the parcel is with the carrier and this refund policy takes over.

Questions

Write to hirosnoirsupport@gmail.com. A person answers, usually the same business day.

Questions about any of this? Write to hirosnoirsupport@gmail.com and a person will answer.