Refund policy

Furniture is a long-term purchase, and we want you to feel confident in what you buy from Hearthside. Because much of our furniture is custom-built, specially finished, or ordered specifically for each customer, return eligibility is limited to qualifying stock items. We stand behind the quality and craftsmanship of our furniture, and if a product is defective, damaged, or not as ordered, we’ll work with you fairly and reasonably to repair, replace, or otherwise resolve the issue.

Return Eligibility

  • Stock Items: Eligible for return and refund within the return window, provided they are in new, unused condition.
  • Custom & Made-to-Order Items: Not returnable for refund due to buyer’s remorse, changes of mind, sizing concerns, color preferences, or other non-defect reasons.
  • Clearance Items: Final sale and not returnable unless defective or damaged on arrival.
  • Damaged, Defective, or Incorrect Items: We’ll work with you to repair, replace, or otherwise reasonably resolve the issue.

Custom & Made-to-Order Furniture

Custom and made-to-order furniture is built or finished specifically for your order. Because these pieces are not part of our regular stock inventory, they cannot be returned simply because of a change of mind, room fit, color preference, or buyer’s remorse.

If there is a quality issue, shipping damage, defect, or mistake with your order, please contact us. We’ll review the situation carefully and work toward a fair and reasonable resolution for legitimate defects, damage, or order errors.

Time Limit

Stock items may be returned within 30 days of purchase.

Tip: Keep original packaging until you’re sure your piece is a keeper. Proper packaging helps prevent return damage and makes the process smoother.

Item Condition

Eligible stock items must be returned in clean, new, unused condition, with all parts, hardware, manuals, and accessories included.

Items showing signs of use, wear, damage, odors, missing parts, or improper packaging may receive a reduced refund or may not be eligible for a refund.

Return Shipping

  • Customer-choice returns: For eligible stock-item returns, the customer is responsible for return shipping or pickup costs.
  • Prepaid label: When practical, we can provide a prepaid return label and deduct the shipping cost from your refund.
  • Arrange your own: You may use your preferred carrier, provided the item is packaged safely and shipped with proper tracking and insurance.
  • Damaged, defective, or incorrect items: If the issue is our responsibility, we cover the reasonable return shipping or pickup cost.

Oversized Furniture Returns

Large furniture pieces require special care in transit. We’ll help coordinate pickup or freight instructions when needed, but customer-choice returns are still the customer’s responsibility.

Returned items must be packaged securely to prevent damage. Damage caused by insufficient packaging or customer-arranged shipping may reduce or void the refund.

How to Start a Return

Please call or email us before sending anything back. We’ll confirm whether the item is eligible, provide packaging guidance, and give return instructions.

Refunds

  • Method: Refunds are typically issued to the original payment method. Store credit is available if you prefer.
  • Timing: Most refunds are processed within 5–7 business days after we receive and inspect the item.
  • Inspection: All returns are inspected before a refund is issued.
  • Deductions: Return shipping, pickup costs, original delivery charges, and any condition-related adjustments may be deducted when applicable.

Our Promise

We believe in treating customers fairly and standing behind the furniture we sell. If something is genuinely wrong due to defect, damage, or order error, we’ll work toward a fair and reasonable resolution. However, if the issue is simply a change of mind on a custom-built piece, we must also respect the time, materials, and craftsmanship already invested into that order.