Effective Date: May 4, 2026
Welcome to HEARTHORY HOMEWARE PTE. LTD. We are dedicated to providing our customers with premium, stylish, and functional home storage and organization solutions. We strive to ensure complete satisfaction with your purchase. This Refund and Returns Policy outlines our procedures for returns, refunds, and exchanges and constitutes an integral part of our Terms of Service. By making a purchase from us at www.hearthoryhomeware.com, you agree to the terms set forth in this policy.
1. General Policy Statement
At HEARTHORY HOMEWARE PTE. LTD., we do not offer a “Refund Only” (Refund Without Return) option. If you are dissatisfied with a product for any reason covered by this policy, the item must be returned to us in its original, unused, and resalable condition before any refund, credit, or exchange can be processed. Our primary resolution for eligible issues is a product replacement or an exchange. A refund to your original payment method will only be considered as a secondary option, strictly subject to the conditions detailed below and upon our receipt and inspection of the returned item.
2. Eligibility for Returns
To be eligible for a return, the item must meet all of the following conditions:
- The request must be made within 14 calendar days from the date you received the product.
- The product must be in its original, unused, unwashed, and uninstalled condition, with all tags, labels, and original packaging intact.
- The product must be free from any damage, stains, odors, or signs of wear and tear.
- Items purchased as part of a bundle or set must be returned as a complete set.
Non-Returnable Items:
The following items are NOT eligible for return or exchange unless they arrive defective or damaged:
- Products that have been used, installed, washed, or altered in any way.
- Products with missing tags, labels, or original packaging.
- Any item that is not in its original resalable condition due to customer mishandling.
- Gift cards (if applicable).
- Customized or made-to-order products.
3. Return Process (3-Step Guide)
Step 1: Initiate a Return Request
Before sending anything back, you must contact our Customer Service team to obtain a Return Merchandise Authorization (RMA) number. Returns shipped without an RMA number will not be accepted and will be sent back to you at your expense.
- Contact Method: Please email us at steelrus@hearthoryhomeware.com with your order number, the product(s) you wish to return, and the reason for the return.
- Timeframe: You must initiate this request within the 14-day return window.
Step 2: Package and Ship the Item
Once you receive your RMA number and return instructions:
- Securely repack the item(s) in the original manufacturer’s packaging, including all accessories, manuals, and protective materials.
- Clearly write the RMA number on the outside of the shipping box.
- Mail the return package to our warehouse at the address provided in your RMA instructions. Do not ship returns to our corporate office address.
- We strongly recommend using a trackable and insured shipping service, as you are responsible for the item until it reaches our warehouse. We are not liable for return packages lost or damaged in transit.
Step 3: Inspection and Resolution
Upon receipt at our warehouse, our quality control team will inspect the returned item(s) within 3-5 business days.
- If Approved: The item passes inspection as “unused and resalable.” We will proceed with your requested resolution.
- If Not Approved: The item is found to be used, damaged, incomplete, or otherwise ineligible. We will contact you via email, and the item will be shipped back to you at your cost, with no refund or exchange issued.
4. Refund, Exchange, and Replacement Options
As stated, refunds without a physical return are not permitted. Our resolution pathways are:
A. Exchange for a Different Product/Size/Color:
- If you wish to exchange for a different item, please indicate this in your initial return request. Once your return is approved, we will process the shipment of the new item. Standard shipping charges for the new item may apply.
B. Replacement for the Same Product:
- This is our recommended and primary solution for items that are defective, damaged upon arrival, or if there was a fulfillment error (e.g., wrong item shipped). We will ship a replacement to you as soon as your return is approved, subject to stock availability.
C. Refund to Original Payment Method:
- A monetary refund is available only if a replacement is not possible (e.g., the item is out of stock permanently) and only after we have received and approved your return.
- Once issued, refunds typically take 5-10 business days to appear on your original payment method, depending on your bank or card issuer’s processing times.
- Please note: Original shipping and handling fees are non-refundable. Any costs incurred for expedited or special delivery at the time of purchase will not be refunded.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. Do not initiate a standard return.
- Email us immediately at steelrus@hearthoryhomeware.com with your order number, a clear description, and photographic/video evidence of the issue.
- We will evaluate the case and, if valid, arrange for a free replacement to be shipped to you at our expense. We may provide you with a prepaid return label for the defective/incorrect item in certain cases.
6. Contact Information
For all return-related inquiries and to initiate a return, please contact:
- HEARTHORY HOMEWARE PTE. LTD.
- Email: steelrus@hearthoryhomeware.com
- Phone: +65 68539051 (Operating Hours: Mon – Fri, 9:30 AM – 06:00 PM SGT)
- Corporate Address (Not for Returns): 280 Woodlands Industrial Park E5, #10-04, Harvest @ Woodlands, Singapore 757322.
- Important: This is our corporate address. Do not ship returns here unless explicitly instructed to do so. Use the return address provided with your RMA.
7. Policy Updates
We reserve the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting the updated policy on our website at www.hearthoryhomeware.com. The policy effective date will be clearly indicated.