Refund policy

Short answer: you have 30 days from the delivery date to start a return. Email us first and we send you a free return label. There is no restocking fee.

Return window

You can request a return within 30 days from the date your order was delivered.

Condition of returned items

If you changed your mind, the item must be:

unused and unassembled, with bags of pieces unopened;
in its original box or packaging;
returned with all parts, figures, manuals and accessories that came with it.

Damaged, defective, missing pieces or wrong item

If your item arrived damaged or defective, pieces are missing, or you received the wrong item, email us photos of the item, the box and the shipping label so we can help you.

How to return

Email support@hearthandsnow.com with your order number and the item you want to return.
We reply within 24 hours and email you a free prepaid return label.
Pack the item in its original box, attach the label and hand the parcel to the carrier.

Where returns go

Returns go to the U.S. returns address we use: 2460 Coral St, Vista, CA 92081. It is a returns receiving address only. It is not a store or an office, and it is not open to visitors. Please do not send a parcel without the label we provide.

Orders are not shipped from this address. New orders ship from our fulfillment partner's warehouse in China.

Costs

Return shipping	Free. We pay for the return label.
Restocking fee	None
Original $7.95 shipping fee	Not refunded when you return because you changed your mind

Exchanges

You can ask to exchange for a different item or version. Exchanges depend on what is available at the time.

Refunds

We issue your refund within 5–7 business days after your return arrives at the returns address. Your bank or card issuer may take another 3–10 business days to show it on your statement.