Refund and Returns Policy

At Hearthtower, we want you to feel comfortable and confident when shopping for Dresses through our website. If you are not completely satisfied with your purchase, please review the return and refund guidelines below.

1. Return Eligibility

We generally accept return requests for eligible items that meet the following conditions:

The item is unworn and in its original condition.
The item is clean and free from stains, odors, or signs of use.
Original tags and packaging remain attached and intact, where applicable.
The item is returned within the applicable return period stated below.
The product is not excluded from returns under this policy.

For hygiene and product protection reasons, items that have been worn, washed, altered, or damaged after delivery may not be eligible for return.

2. Return Request Period

Please contact us within 30 days of receiving your order if you would like to request a return.

To begin the process, email us at:

assistanceconnect@hearthtower.com

Please include:

Your order number
The name of the item you wish to return
The reason for the return
Relevant photographs, if the item is damaged, defective, or incorrect

Our customer service team will review your request and provide further instructions.

3. Items That Cannot Be Returned

Certain items may not be eligible for return, including:

Items that have been worn, washed, or altered.
Items damaged through improper use or care.
Items missing original tags or packaging, where applicable.
Items returned without prior approval.
Gift cards or other non-returnable products, where applicable.

If an item is excluded from returns under applicable law, this will not affect any mandatory rights you may have.

4. Return Shipping Costs

Unless the item is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer protection laws, customers are generally responsible for return shipping costs.

If the return is due to an error on our part or a confirmed product defect, we will review the situation and provide an appropriate resolution, which may include return shipping assistance where applicable.

5. Refund Process

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued to your original payment method.

Please allow additional processing time for your payment provider or bank to reflect the refund in your account.

Refunds may take several business days to appear depending on the payment method and financial institution.

6. Partial Refunds

In certain circumstances, only a partial refund may be available, such as when:

An item shows signs of use beyond what is reasonably necessary for inspection.
The item is returned with missing components or packaging.
The item has been damaged after delivery due to customer handling.

Any applicable partial refund will be assessed based on the condition of the returned product and relevant circumstances.

7. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at:

assistanceconnect@hearthtower.com

Please provide your order number and clear photographs showing the issue. We will review the case and work with you toward an appropriate solution, which may include a replacement, refund, or other remedy where applicable.

8. Exchanges

If you wish to exchange an item for a different size, color, or style, please contact our customer service team before sending anything back.

Exchange availability depends on product stock and applicable return conditions. In some cases, you may need to return the original item and place a new order.

9. Late or Missing Refunds

If you have been notified that your refund was issued but have not received it:

Check your bank account or payment account again.
Contact your payment provider or bank.
If the refund is still missing, contact us at assistanceconnect@hearthtower.com.

We will assist you in checking the status of the refund where possible.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will try to accommodate cancellation requests before the order enters processing or shipment. Once an order has been processed or shipped, cancellation may no longer be possible, and our return procedure may apply.