Refund policy

Last updated: October 2026

We want you to be happy with your order. If something isn’t right, the Hartwell & Rose team will gladly make it right.

Return Window

You have 30 days from the delivery date to request a return. We can’t accept requests made after this period.

Summary

Email: info@hartwellrose.com
Phone: +1 424 432 4316
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)

Item Condition

To be eligible for a return, the item must be:

• Unworn, unused and unwashed
• In its original packaging with all tags still attached
• In the same condition as when you received it
• Sent with proof of purchase (order confirmation or receipt)

We can’t accept items that are worn, washed or used; that are missing their original packaging or tags; that were damaged after delivery; or that were returned without our prior approval.

Items We Can’t Return

• Custom or personalized products
• Underwear, swimwear and other intimate apparel
• Opened cosmetics or personal-care items
• Perishable goods

All other items can be returned as long as the conditions above are met.

Starting a Return

1. Email info@hartwellrose.com with the subject line “Return – [your order number]”.
2. Include your full name, your order number and the reason for the return.
3. Attach clear photos of the item, its packaging and any problem you want to show.
4. Within 24 hours we’ll send you a return authorization with instructions on where to ship it.
5. Pack the item carefully in its original packaging together with your proof of purchase.
6. Send it back with a trackable service and share the tracking number with us so we can follow the parcel.

Please wait for our approval before you send anything back — returns without approval may not be accepted.

Please note: For change-of-mind returns and all other returns at the customer’s cost, approved returns are handled through our designated international returns warehouse in Asia. Our customer service team will give you the return address once your return request has been approved.

Who Covers Return Shipping

• Faulty, damaged or incorrect items: we pay the full cost of return shipping.
• Change of mind or preference exchanges: you pay for return shipping.
• We never charge restocking fees.

Refund Timing and Method

Once we’ve received and checked your return, we’ll email you as soon as it’s approved. Approved refunds go back to your original payment method within 5 business days — your bank or card company may need a few more days to show the funds.

Refunding Original Shipping Fees

If you paid for shipping at checkout, we refund that fee in full when the return is caused by a fault, damage or shipping mistake on our side. For change-of-mind returns, the original shipping charge is not refunded.

Partial Returns

You can return just part of an order — we’ll refund the price of the items you send back. Please note that any discount applied to the whole order is recalculated based on the items you keep, which may change the refunded amount.

Damaged or Faulty Items

If an item arrives broken or defective, contact us within 30 days of delivery and include a photo. Once we confirm the problem, you can choose between a free replacement and a full refund — either way, we cover the return shipping.

Wrong or Incomplete Orders

Received the wrong item, or is something missing? Let us know within 30 days of delivery, and we’ll arrange a free return and send the correct or missing item at no extra cost.

Exchanges

• Available within 30 days of delivery, depending on stock.
• Defective or wrongly shipped items are exchanged free of charge.
• Preference-based exchanges (size, color and so on) require an unused item, and you pay for return shipping.
• The quickest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new one.
• If the item you want is out of stock, we’ll give you a full refund instead.

Cancelling an Order

You can cancel within 15 minutes of purchase, provided the order hasn’t started processing or shipped. Email info@hartwellrose.com with your order number as soon as possible. If processing or shipping has already begun, we can’t cancel the order and you’ll need to start a return instead.

Customs Clearance

We can’t be held responsible for delays caused by customs clearance in the destination country. When your package is released is decided solely by the customs authorities and is outside our control.

Late or Missing Refunds

If your refund hasn’t arrived within the timeframe above, check your bank account, speak with your credit card company and contact your bank — a short processing delay is common. If more than 15 business days have passed since we approved your return and the refund is still missing, email us at info@hartwellrose.com and we’ll look into it.

Your Statutory Rights

This policy does not affect your statutory rights under applicable consumer-protection law.

Contact Us

Store: Hartwell & Rose
Warehouse Address: 3883 Wood Ave, Miami, FL 33133, USA

Email: info@hartwellrose.com
Phone: +1 424 432 4316
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We typically reply within 24 hours on business days. Thanks for your patience!

You can also write to us via the contact form on our Contact page, or browse our FAQ page for fast answers to common questions.