Effective Date: October 31, 2026
At Hardware & Harmony, we want you to love your items. Because many of our unique collections (such as our artisan bags and aromatherapy products) are shipped directly from specialized workshop warehouses, we maintain a structured process to resolve any issues as quickly as possible.
1. Damaged, Faulty, or Incorrect Items
If an item arrives damaged, faulty, missing components, or is incorrect, we will gladly arrange a replacement or refund.
- Reporting Window: You must notify us within 5 calendar days of delivery to report any delivery issues or damages.
- What to Provide: Please contact us at our customer support email with your Order Number, the Product Name, and clear photographic evidence of the damage or fault.
- Please note: Minor natural variations in material, stone shading, botanical elements, or organic fragrances are characteristic of handcrafted goods and are not considered manufacturing defects.
2. Manufacturing Faults
If a structural manufacturing defect becomes apparent after use, please report it to us immediately upon discovery. Manufacturing faults are covered for up to 5 months from the original delivery date.
- Exclusions: This warranty does not cover issues caused by accidental damage, normal wear and tear, product misuse, improper storage, or unauthorized modifications.
3. Change of Mind & Returns
We want you to be completely satisfied with your purchase. If you change your mind and wish to return an item, please note the following conditions:
- Notification: You must contact us to request a return within 5 calendar days of receiving your order.
- Condition: Items must be completely unused, unopened, in their original packaging, and in a perfect resalable condition.
- Return Shipping: The cost of return shipping for change-of-mind items is the responsibility of the customer. We highly recommend using a tracked shipping service, as we cannot issue refunds for items lost in transit.
- Processing Time: Please allow up to 14 working days for us to inspect and process your return once it arrives at the warehouse.
4. Non-Returnable Hygiene Items
For health, safety, and hygiene reasons, we strictly cannot accept returns or exchanges on the following product types unless they arrive faulty:
- Earrings and body jewellery.
- Cosmetics, soaps, and personal care products.
- Sealed hygiene or aromatherapy products that have been unsealed or opened.
5. Lost Deliveries (Non-Delivery)
If your tracking information shows no movement or your order has not arrived within 10 business days after its estimated delivery date, please get in touch with us immediately. Non-delivery claims must be brought to our attention within 18 days of your dispatch notice so we can open an official courier investigation.
6. How to Start a Return
Do not send items back without prior authorization. To start a claim or a return:
- Reach out to us support@hardwareandharmony.co.uk
- Provide your order details and photos (if applicable).
- Once authorized, we will send you the exact return warehouse address instructions. Returns sent to unapproved addresses or without authorization cannot be processed.