Returns, Refunds & Exchange Policy


CANCELLATIONS

We process orders as quickly as possible once they are received.

If you wish to cancel your order, please email hello@hartewells.com as soon as possible.

Your cancellation request should include:

  • Subject Line: Order Cancellation Request

  • Your order number

  • The name and email address used to place the order

If your order has already been dispatched, we are unable to cancel it. Once your order has been delivered, you may request a return or exchange in accordance with the policy below.

ORDER CHANGES

If you need to make a change to your order, please email hello@hartewells.com as soon as possible.

Your request should include:

  • Subject Line: Order Change Request

  • Your order number

  • The name and email address used to place the order

  • Details of the change required

If your order has already been dispatched, we are unable to make changes to it.

RETURNS & REFUNDS

We want you to be happy with your purchase. If your item isn't quite right, you can request a return within 30 days of receiving your order, according to the delivery date shown in the tracking information.

After 30 days, we are unable to offer a return, refund or exchange.

To be eligible, your item must be unworn, unused and in the same condition in which it was received.

No need to send your item back

In most cases, we won't ask you to send your original item back to us. This saves you the time and inconvenience of packaging and shipping your order back.

When your return is approved, you can choose one of the following:

  • Store Credit: Receive store credit for the full value of the returned item, with no return fee.
  • Refund to Your Original Payment Method: Receive a refund to your original payment method, less the applicable return fee for your country.

Return fees:

  • United States: $12.95 USD per return request
  • Australia: A$19.95 AUD per return request

Original shipping charges, if applicable, are non-refundable.

We may ask you to provide photographs of the item before approving a return.

To request a return, please email hello@hartewells.com and include:

  • Your order number

  • The name and email address used to place the order

  • The reason for your return

EXCHANGES

Need a different size, colour or style? You can request an exchange within 30 days of receiving your order.

There's no need to send your original item back. Once your exchange has been approved, we'll arrange for your replacement to be sent to you.

A replacement shipping fee applies per exchange shipment, regardless of the number of items being exchanged together.

Exchange fees:

  • United States: $12.95 USD per replacement shipment

  • Australia: A$19.95 AUD per replacement shipment

If you exchange your item for a different product with a different price, any difference in price will also be charged or refunded as applicable.

To request an exchange, please email hello@hartewells.com and include:

  • Your order number

  • The name and email address used to place the order

  • The reason for your exchange

  • The size, colour or product you would like instead

All exchanges are subject to product availability.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives faulty, damaged, defective, or you receive an incorrect item, please email hello@hartewells.com within 30 days of receiving your order.

There is no return or replacement shipping fee for approved faulty, damaged or incorrect item claims.

Please include:

  • Your order number

  • The name and email address used to place the order

  • A description of the issue

  • Photo or video evidence clearly showing the problem

Once your claim has been approved, we will arrange a replacement or other appropriate resolution at no additional cost to you.

Damage resulting from normal wear and tear, misuse, improper care, accidental damage or use of the product for a purpose for which it was not designed is not considered a product fault.

REFUNDS

Once your refund has been approved and processed, you will receive a confirmation email.

Refunds to your original payment method are normally processed by us within 1–3 business days.

Depending on your bank or payment provider, it may take an additional 3–7 business days for the refund to appear in your account.

If you haven't received your refund after this time, we recommend checking with your bank, credit card provider or payment provider first.

If you still need assistance, please contact us at hello@hartewells.com.

QUESTIONS

If you have any questions about returns, refunds or exchanges, please contact us at hello@hartewells.com.