Return Policy

Return Policy
Last updated: 11 February 2026

Important:
Please read our returns policy carefully. No exceptions will be made as you accepted the terms at the time of purchase.

Returns

Deadline:
You have 30 days after receiving your product to return it. If 30 days have passed, unfortunately we cannot offer refunds or exchanges.

Conditions:
The returned product must be in the same condition as you received it, unused and in the original packaging. For products where hygiene is important, they must be thoroughly cleaned before the return process begins.

Exceptions:
For hygienic reasons, some products cannot be returned, including:

  • Underwear

  • Lingerie

  • Tights

  • Certain personal care products

Beginning the Process:
If you wish to return a product, please send an email to:
support@heartwellfamily.com

Include:

  • Your order number

  • The reason for the return

  • A photo of the product in case of damage

  • Your contact details

Refund

Procedure:
After receiving and inspecting your return, we will send you an email approving or rejecting your refund. If approved, your refund will be automatically transferred to your credit card or original payment method within 30 days.

Delayed or No Refund:
If you haven't received a refund after 30 days, please first check your bank account. If you still haven't received it, please contact us at:
support@heartwellfamily.com

Costs

Return Shipping Costs:
All customers are responsible for return shipping costs. We recommend that you provide your return shipment with Track & Trace as we are not responsible for lost returns.

Returns must be shipped to:

Hartwell Family
75 E 3RD ST
Sheridan, Wyoming 82801
United States

Return shipping costs start from approximately EUR 20 and are the responsibility of the customer.

Exceptions

Defective or Incorrect Products:
If you receive a defective or incorrect product, we will send a replacement product free of charge. If the issue occurs again with the replacement, you will receive a full refund of the purchase price.

Cancellation:
Orders cannot be cancelled after they have been placed due to our automated system.

If you have any questions or want more information, please contact us at:
support@heartwellfamily.com