Refund policy

  1. Timeframe for requests
  • Customers have up to 30 calendar days after receipt of the order to request a return or refund.
  • For confirmed defects or lost items, contact support within 14 days of confirmation of the issue.
  1. Conditions for returns
  • Items must be returned in the same condition as received: unused, odor-free, with tags and original packaging intact.
  • Returns of hygiene-sensitive items (e.g., opened small jewelry, intimate products) are not accepted if the packaging has been opened, except for proven defects.
  1. Defective, damaged, or incorrect items
  • If the product arrives damaged, defective, or different from the order, send photos and a description of the issue to our support within 14 days.
  • In these cases we will cover return shipping or refund the full amount (product + original shipping when applicable) after verification.
  1. Returns for buyer’s remorse
  • We accept returns for buyer’s remorse within 30 days, provided the product is in original condition.
  • The customer is responsible for return shipping costs, unless otherwise instructed by our support.
  • International shipping fees originally paid may not be refundable — check the order confirmation for details.
  1. Refund processing
  • After receipt and inspection of the returned item (or approval in the case of defect/error), we process refunds within 7–14 business days.
  • Refunds will be issued to the original payment method. If that is not possible, we will agree on an alternative with the customer.
  • Time to post funds depends on the payment provider or card issuer.
  1. Lost in transit and customs delays
  • International orders may be held by customs or incur duties; these charges are the customer’s responsibility unless stated otherwise.
  • For confirmed loss in transit, we will investigate with the supplier/carrier and offer either a reshipment or refund as appropriate.
  1. How to request a return/refund
  • Contact our support by email at contact@usehawthorne.com with: order number, name, reason, and photos (if applicable).
  • Wait for instructions before shipping the return. Unauthorized returns may not be accepted.
  1. Deductions and additional charges
  • For returns due to buyer’s remorse, we may deduct processing fees or incurred international shipping costs when applicable; these amounts will be disclosed before approval.
  • We are not responsible for returns lost without tracking; always use a trackable service and keep proof of shipment.
  1. Exceptional cases
  • Digital products, downloads, services, and custom orders are non-refundable unless an error is proven by our team.
  1. Contact