Refund policy
Returns & Refund Policy
Hartwell (hartwelluk.shop) is operated by SN DIGITAL BUSINESS LLC, a limited liability company registered in Wyoming, United States (EIN 98-1942894). Registered address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States. This is the company's registered address only. It is not an office, warehouse or returns address, and products must not be sent to it.
Your right to cancel (UK customers)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order without giving any reason within 14 days from the day you (or someone you nominate) receive the goods.
To cancel, please email us at hello@hartwelluk.shop with your order number and the item(s) you wish to return. After notifying us, you have a further 14 days to send the item(s) back.
How to return an item
To request a return, email hello@hartwelluk.shop. You will receive the return instructions and the return address after contacting us.
- Email hello@hartwelluk.shop with your order number and the item(s) you wish to return.
- You will receive the return instructions and the return address after contacting us. Please do not send items back before receiving our instructions, and do not send products to the registered address of SN DIGITAL BUSINESS LLC — it is not a returns address.
- Send the item(s) back within 14 days of notifying us of your cancellation.
Return shipping costs
We pay for return shipping. You will not be charged for sending your return back to us; details on how to send it at no cost to you are included in the return instructions we email you.
Condition of returned items
Items should be returned unworn and unwashed, with original tags and packaging where possible. You may handle the items as you would in a shop to check their nature, characteristics and fit. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish this.
Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 14 days of us receiving the goods back (or of you providing proof that you have sent them back, whichever is earlier). Shipping on the original order is free, so there is no original delivery charge to refund. Depending on your card issuer, it may take a few additional business days for the refund to appear on your statement.
Damaged, faulty or incorrect items
If your item arrives damaged, faulty or is not what you ordered, please email hello@hartwelluk.shop with your order number and photos of the item as soon as possible. We will arrange a replacement or a full refund, and we cover any return costs. This is in addition to your rights under the Consumer Rights Act 2015.
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, please return the original item for a refund and place a new order.
Non-returnable items
- Gift cards
- Sealed underwear and swimwear, if the hygiene seal has been removed after delivery
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer.
Contact
SN DIGITAL BUSINESS LLC (trading as Hartwell)
Registered address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States (not a returns address)
Email: hello@hartwelluk.shop