Support
Returns & Refunds
How to cancel an order, return faulty goods, and get a refund.
Last updated: 8 November 2026
This page does not limit your rights under South African consumer law. Hearth & Co is your seller, so you deal with us, not with our supplier or the courier.
If you change your mind: 7-day cancellation
You can cancel an online order within 7 days after you receive the goods. You do not need to give a reason, and we cannot charge you a penalty. This right comes from section 44 of the Electronic Communications and Transactions Act.
You pay the direct cost of sending the goods back. We refund what you paid for the goods you return. The law lists a few exceptions, for example goods made to your specification. If one applies, we will tell you before you buy.
Faulty, unsafe or incorrect goods: 6 months
If goods are defective, unsafe, or not what you ordered, you can return them within 6 months of delivery under sections 55 and 56 of the Consumer Protection Act. You choose a repair, a replacement, or a refund. We arrange and pay for the return of faulty goods.
We may not be able to help where the damage was caused by how the goods were used or handled, for example misuse, accidental damage, water, a power surge, or an unauthorised repair, where the law allows us to refuse.
How to ask for a return or refund
Use the return request form on the Track an Order page, send a message through our contact page, or email support@hearthco.co.za. Please include:
- Your order number and the product.
- What is wrong, in as much detail as you can.
- The product’s serial number, if it has one.
- Clear photos or a short video of the problem.
We aim to reply within 1 business day. We may ask you to send the product back so it can be assessed, and we will tell you how, and arrange the courier for faulty goods. Please keep the goods and their packaging until we confirm what to do.
Condition of returned goods
Please send goods back complete, with their accessories, and in a condition that lets us assess the return. If goods come back damaged or with parts missing because of how they were handled, we may not be able to refund in full, where the law allows.
Refunds
Approved refunds go back to the card you paid with. We refund as soon as the return is approved, and within 30 days of cancellation at the latest. Your bank or card provider may take extra time to show the money.
After 6 months
The 6-month right above is a legal minimum. A product may also have a manufacturer’s warranty that lasts longer. See our Warranty page.