Refund policy

Refund & Returns Policy

At Hartwell Black, we take great care in accurately describing and photographing each piece. Many of our items are one-of-a-kind, antique, vintage, restored or bespoke pieces, and customers are encouraged to review all photographs, descriptions and dimensions carefully before purchasing.

Returns

We accept return requests within 14 days of delivery. To be eligible for a return, the item must be in the same condition in which it was received and must not have been altered, damaged or used following delivery.

To request a return, please contact us at hello@hartwellblack.co.uk before arranging any return transport.

Due to the size and nature of furniture items, returns must be agreed in advance. Customers are responsible for return transportation costs unless the item is faulty, damaged or not as described.

Items returned without prior authorisation will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is damaged, defective or if you have received the wrong item. We will work with you to resolve the issue as quickly as possible.

Antique, Vintage & Restored Furniture

Many Hartwell Black pieces are antique, vintage or restored items and may show signs of age, wear and character consistent with their history. Such characteristics form part of the item's appeal and are not considered defects.

We make every effort to accurately represent the condition of each piece through photographs and descriptions.

Bespoke & Commissioned Pieces

Bespoke commissions, custom-finished furniture and personalised items are non-refundable and non-returnable unless faulty or not as described.

Exchanges

As many of our pieces are unique and one-of-a-kind, exchanges are generally not available.

European Union 14-Day Cooling-Off Period

For customers within the European Union, you have the right to cancel or return your order within 14 days of receiving the item without providing a reason. The item must be returned in the same condition in which it was received.

Refunds

Once a returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Please allow additional time for your bank or payment provider to process the transaction.

If more than 15 business days have passed since your refund was approved, please contact hello@hartwellblack.co.uk.