Support
Returns & Refunds
This page explains the launch approach for returns and refunds. Final operational details may be updated once supplier terms are confirmed.
This policy does not limit your rights under South African consumer law. Because Hearth & Co uses supplier fulfilment, some operational steps depend on supplier and courier processes.
How to request a return or refund
Email support@hearthco.co.za with your order number, the product involved, the reason for the request, and any photos or evidence that may help assess the issue.
Hearth & Co will review the request, confirm the next step, and where needed coordinate with the supplier or courier.
Cooling-off returns
Where the statutory cooling-off right for qualifying electronic transactions applies, you may return eligible goods within 7 days of delivery, per the Electronic Communications and Transactions Act. The goods must be returned in a condition that allows the return to be assessed.
For this type of return, the direct cost of returning the goods may be for your account where permitted by law.
Faulty, damaged or incorrect goods
If a product arrives damaged, appears faulty, or is not what you ordered, contact Hearth & Co as soon as possible with photos and your order details.
Hearth & Co will assess the issue and coordinate the appropriate route, which may involve supplier assessment, repair, replacement, refund, or another remedy required by law.
Refund timing
Approved refunds may be processed through PayFast or the original payment route. Bank and payment-provider processing times can affect when funds appear in your account.
Items that may not qualify
Some returns may be refused or limited where the law allows, for example where goods are damaged through misuse, missing key parts or packaging, altered after delivery, or excluded for a lawful reason.
Hearth & Co will not use this policy to remove rights that apply under South African law.