Return Policy

The return position begins before the order is placed. An order may be returned within 30 days of the delivery date recorded by the carrier.

That period runs from recorded delivery rather than from the date of purchase, which matters for anything bought well in advance. A parcel that sat with a neighbour for a week still has its full period counted from the carrier's recorded date.

Where an order has not yet been dispatched, the simpler route is cancellation: the order is stopped and the full amount refunded, with nothing to send back.

Where the order has already arrived, the sections below set out what happens next, stage by stage.

Nothing in this section obliges a customer to keep an item. It sets out the period within which a return is straightforward, and what happens where that period passes.

The condition of an item is fixed at the moment it is first handled, so this stage matters more than any other on the page.

To be eligible, an item must be unused, unwashed and free of marks, odour and pet hair, and must be returned with its original packaging, tags and any fittings supplied. Items should be checked against the product page before packaging is discarded or a seal is broken.

Garments should be tried on over the customer's own clothing. An item that cannot be resold cannot be refunded in full, even where the reason for returning it is entirely reasonable.

Where condition is arguable, Hearthline Home asks for a photograph and explains the reasoning before reaching a conclusion, rather than issuing a bare refusal.

The return formally begins when the request is made. Write to support@abrahamsite.shop with the order reference, the item concerned and a short statement of the reason.

The reply carries a return address and packing guidance, usually the next working day. Do not post anything before it arrives, since a parcel sent without prior agreement cannot be tied back to an order.

Write the order reference inside the parcel as well as on the outer label, so that the return can still be identified if the label is damaged in transit.

Keep the proof of postage until the refund appears. It is the only means of tracing a return that goes astray on its way back.

Where a customer cannot print a label, Hearthline Home will post one where the carrier supports it, so that access to a printer is not a condition of returning an item.

Once the parcel is on its way back, the question of who pays becomes concrete. Where the return follows a change of mind, the customer arranges and pays for the carriage, and the original outward postage is not refunded.

Where the item arrived damaged, faulty or different from what was ordered, Hearthline Home meets the cost of the return carriage and refunds the full amount paid, postage included.

Use a tracked service for returns. If an untracked parcel vanishes on the way back there is no way to establish what occurred, and no refund can be made.

Where several items from one order are coming back, they should be sent together where possible. Separate parcels are treated as separate returns, and each attracts its own carriage cost.

The parcel arrives, and this is the stage at which the refund is triggered. Hearthline Home issues the refund to the original payment method within seven calendar days of the returned item arriving and passing inspection.

Inspection confirms that the item is unused, complete and matches what was sent. Where something is missing, the customer is contacted before any deduction is applied, so a charge never appears without explanation.

Refunds cannot be issued to a different card, a different account or in cash; the reversal must follow the original transaction. Where an order was paid partly with store credit, the refund is apportioned in the same proportions.

The bank's own posting time follows afterwards, commonly adding three to five working days, and sits outside the period above.

Furniture that has been assembled, loaded or fixed to a wall is no longer in unused condition, so it cannot be returned under the standard window. Once a drawer has been filled, a shelf loaded or an anti-tip anchor driven into a wall, the piece cannot be resold as new.

Flat-packed items returned with missing hardware, cut packaging or a damaged instruction sheet may be refused or refunded in part, because the next customer cannot build the piece from an incomplete kit. Keep the fittings bag sealed until assembly is certain, and check the parts against the manual on the day the parcel arrives.

Made-to-order finishes, clearance pieces and any item marked as final sale on the product page sit outside the standard return window. The marking is displayed before checkout, so the position is known before the order is placed.

The final stage covers what happens when the timeline does not hold. A return reaching Hearthline Home after the window has closed is assessed individually rather than refused automatically, and may be accepted or returned at the customer's cost.

A parcel turned away at the door, or sent back because delivery was never accepted, is handled as a change of mind: the goods are refunded on arrival, but the outward postage is not.

Where an inspection outcome is disputed, reply to the decision email and the matter is reviewed by a second member of staff, with the evidence relied on shared in writing.

Where a late return is already in transit, say so, and Hearthline Home will consider it before it arrives rather than refusing it on receipt.