Refund policy

At Hearth & Gnome, we want your gnomes to feel like part of the family from the moment you open the box. If something isn’t right, we’ll make it right. This policy explains exactly how returns, refunds and order issues work.

Our 30-day return promise

You have 30 days from the date your order is delivered to request a return for any reason.

To be eligible, items must be unused, in the same condition you received them, and in their original packaging. Please keep your order confirmation or order number as proof of purchase.

How to start a return

  1. Email us at support@hearthgnomes.com with your order number and the item(s) you’d like to return.
  2. Our team will reply within 1 business day with your return approval and the return address.
  3. Pack the item(s) securely and send them to the address provided. We recommend using a tracked shipping service.

Please do not send items back without contacting us first. Returns sent without approval, or to the wrong address, cannot be processed.

Return shipping: For change-of-mind returns, return shipping is the customer’s responsibility and is not refunded. If your item arrived damaged, defective or incorrect, you will never pay for return shipping (see below).

Refunds

Once your return arrives and is inspected, we’ll email you to confirm. Approved refunds are issued to your original payment method within 3–5 business days. Depending on your bank or card provider, it may take an additional 5–10 business days for the funds to appear on your statement.

Original shipping is free on every order, so there are no shipping fees to deduct from your refund.

Bundles and promotions

Items bought on sale or as part of our bundle deals are covered by the same 30-day return promise. If you return only part of a bundle, your refund will reflect the discounted price you paid for the returned item(s).

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged in transit, doesn’t work as it should (for example, a light-up gnome that won’t glow with fresh batteries), or isn’t what you ordered, email support@hearthgnomes.com within 7 days of delivery with your order number and a photo of the issue.

We’ll send you a free replacement or a full refund, your choice. In most cases you will not need to send the item back.

Light-up gnomes run on 3 AAA batteries, which are not included. Before reporting a light-up issue, please try a fresh set of batteries and check that the switch is turned on.

Lost or missing packages

If your tracking hasn’t updated in 10 business days, or your order hasn’t arrived within 30 days of shipping, contact us and we’ll reship your order or refund it in full.

If your tracking shows “delivered” but you can’t find your package, please check with neighbors, building management and around your property, then email us within 7 days of the delivery date. We’ll open a claim with the carrier and work with you on a solution.

Cancellations and changes

Need to cancel or change your order? Email support@hearthgnomes.com as soon as possible. We can cancel or update any order that hasn’t been processed yet, usually within 12 hours of purchase. Once an order has shipped, it can’t be cancelled, but you can still return it under this policy.

Exchanges

The fastest way to get a different item is to place a new order and return the original item for a refund. If you’d like help with an exchange, just email us and we’ll take care of it.

Non-returnable items

Gift cards and items that have been used, damaged after delivery or returned without their original packaging are not eligible for return.

Customers in the European Union and United Kingdom

If your order ships to the EU or UK, you also have the right to cancel or return your order within 14 days of delivery for any reason, without justification. Items must be unused and in their original packaging. Nothing in this policy limits your statutory rights.

Questions?

We’re a small team that reads every message. Email support@hearthgnomes.com and we’ll get back to you within 1 business day. Please contact us before opening a dispute with your bank, as we can almost always resolve things faster directly.