Return Policy
At Hart & Rose, we are committed to providing our customers with excellent service and a pleasant shopping experience. Our Return & Refund Policy is carefully designed to ensure customer satisfaction. Please read the following terms regarding returns and refunds.
Return Period
Returns must be initiated within 30 days of receiving your order. After this period, returns will no longer be accepted. Please make sure to contact us within this timeframe to be eligible for a return.
100% Money-Back Guarantee on New Products
We offer a full money-back guarantee on all new products, except for promotional or sale items. If you are not satisfied with your purchase, you may return it within 30 days of receipt for a full refund of the product price, provided the item meets our return conditions.
100% Guarantee on Defective or Damaged Products
If a product arrives with a manufacturing defect or is damaged upon arrival, we will offer a full refund or replacement at no additional cost to you.
In this case, return shipping costs will be covered by Hart & Rose. Please contact us within 7 days of receiving the item and provide clear photographic evidence of the defect or damage.
Return Shipping Costs
For returns that are not due to a defect, damage, or error on our part, the customer is responsible for the cost of return shipping.
Hart & Rose does not reimburse return shipping fees and is not responsible for any costs associated with returning the order.
No Returns on Sale Items
Products purchased during a sale or promotion are non-returnable. These purchases are considered final and cannot be returned or exchanged, including when an incorrect size has been ordered.
Please review our sizing information carefully before completing your purchase.
Return Process
To initiate a return, please follow these steps:
- Email us at support@hartandrosecharleston.com within 30 days of receiving your order.
- Include your order number, the reason for your return, and clear photos if the item is defective or damaged.
- Once your return request has been approved, you will receive detailed return instructions from our customer service team.
- Pack the item securely in its original packaging where possible and include the completed return form.
- Ship the item to the return address provided in your approval email.
Please do not send your return to an address other than the one provided by our customer service team.
Returns that do not include a correctly completed return form cannot be processed.
Refund Processing
Once your returned item has been received and inspected, we will notify you by email.
If your return is approved, your refund will be processed within 14 days of receiving the returned product. All refunds are issued to the original payment method used at checkout.
Please note that your bank or payment provider may require additional time before the refund appears in your account.
Contact
For any questions regarding your order or shipmant, please contact us at:
Email: support@hartandrosecharleston.com
Customer Service Hours: Monday – Friday: 9:00 AM – 5:00 PM (ET)
Saturday & Sunday: 10:00 AM – 3:00 PM (ET)