Refund policy

Return & Refund Policy

At Hearth & Home, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help with a straightforward return and refund process.

1. Return Window

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mehwishzahir73@gmail.com. Please note that returns will need to be sent to the following address: [Hearth&Home  Islamabad] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mehwishzahir73@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


 


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mehwishzahir73@gmail.com.

You have 7 days from the date of delivery to request a return. Unfortunately, we cannot offer a refund or exchange after this 7-day period has passed.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • The product is damaged, defective, or broken upon arrival.

  • The product is incorrect (wrong item, color, or size delivered).

  • The item must be unused and in the same condition that you received it.

  • It must be in the original packaging with all tags attached.

3. Mandatory Unboxing Video

To ensure a fair process, we require customers to record a brief unboxing video when opening their parcel for the first time. This video serves as proof in case the item was damaged during transit and is necessary to process your claim quickly.

4. Refund Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed via EasyPaisa, JazzCash, or Bank Transfer within 5 to 7 working days.

5. Shipping Costs

  • If the return is due to our error (damaged or wrong item), Hearth & Home will cover the return shipping costs.

  • For returns based on a "change of mind," the customer will be responsible for paying the return shipping fees.

6. Contact Us

To start a return, please contact us with your order number and the unboxing video/photos:

  • Whatsapp: [03477881048]

  • Email: [mehwishzahir73@gmail.com]