HearthOnline.com

All Returns or Exchanges must be pre-arranged through our Customer Service Department! Products returned without first contacting our Customer Service Department and receiving a RAC (Return Authorization Code) will be charged an additional fee.

To receive a RAC "Return Authorization Code"

Send an email to:

customerservice@hearthonline.com

It is our goal to provide you with products that go above and beyond your expectations. If you are not satisfied with your order, you may return or exchange the product within 30 days. The product must be in new condition and in the original packaging. Upon receipt and inspection of the product, a credit will be issued for the amount of your purchase, less a 20% restocking fee.

It is the customer’s responsibility to ship the product back to our warehouse. Due to this policy, we strongly suggest that you purchase shipping insurance. If in the event that the item is damaged during shipping, we are no longer required to accept the return or issue either a partial or full refund.

We will contact you to inform you that the item was damaged so you can file a claim with your shipping company.

Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue a credit. The credit should be visible on your credit card statement within 3-5 days (depending on your credit card company).

If you attempt to return an item past 30 days after the date of delivery, the item will be shipped back to you at your cost; if we choose to accept the return, additional fees may apply.

Custom orders, due to their uniqueness, cannot be returned.

Defective or Damaged Merchandise

Please inspect your products thoroughly once you have received them. Hold on to the original packaging until you have determined that the product is satisfactory. In the rare occurrence that a product arrives damaged, or with missing parts, contact our Customer Service Department immediately. You will have three days from the date of delivery to contact us regarding damaged or defective merchandise.

After the three-day period, the product can not be reported as damaged and returned.

Return and Exchange Process

1. You must call our Customer Service Department to arrange a return or exchange. After your call, you will be issued a RAC to include on the shipping label of the returning package. You will also be emailed a form to be printed and included with the return.

2. Please properly package and insure the returning merchandise freight prepaid.

3. Please allow 5 business days for our Customer Service Department to inspect the return and process your refund, once the item has reached the warehouse.

4. The RAC expires 30 days after it is issued. Please contact us if you are not able to return the product within that timeframe. You will be notified by phone or email that your RAC has expired. If you attempt to return an item with an expired RAC, the item will be returned to you at your cost. If we do choose to accept the return, additional charges will apply.

Cancellation Policy

If you would like to cancel your order or a portion of your order, we will attempt to do so, however we cannot guarantee cancellations that are made after 3:00 P.M. EST on the day that you place the order. The primary reason for this is because many of the products we carry are shipped directly from the manufacturer. To ensure prompt delivery the order is transmitted to them as soon as possible, making it very difficult to stop the shipment after they have received the order.

Pricing Policy

We make every effort to correctly portray the items and information contained in this web site. In the event of pricing errors, errors in descriptions, and informational content errors, we will attempt to correct the situation in a timely fashion once notified. We will not be held liable for pricing errors and reserve the right to cancel any order or refuse shipment at any time with written notice to the buyer. Once you place an order with HearthOnline.com, your credit card is automatically charged.

Sales Tax

Items sold and shipped to destinations in the state of Kentucky are subject to sales tax. Laws require that we charge sales tax on the full amount of the order.