Refund policy

Last updated October 5, 2026

This policy explains how to cancel an order, how to return a piece, and what we do if a piece arrives damaged, faulty or incorrect. It forms part of our Terms of Service and applies to every order placed through hawthorneandreed.com. How your order is delivered is covered in our Shipping Policy.

At a glance

  • Cancel within 24 hours of placing your order, for any reason, at no cost.
  • Return within 21 days of delivery. Contact us first, and please do not send anything back before we reply.
  • Return costs: return shipping is the customer’s responsibility. A 10% repacking deduction applies to pieces returned without their original packaging.
  • Arrived damaged, faulty or incorrect? Tell us within 48 hours of delivery, including anything you find while unpacking or assembling. We put it right at our cost, with nothing deducted.
  • Refunds go back to your original payment method within 7 business days of the return reaching us.

Cancelling an order

You have 24 hours from the moment you place your order to cancel it for any reason, at no cost. During those 24 hours your order is held rather than processed: the piece is not prepared or handed to a carrier, and your payment is authorized but not yet taken.

To cancel, write to us through the contact page within the 24 hours, using the email address you gave at checkout and quoting your order number. The window is timed from when your request reaches us, not from when we reply, and it runs on the clock rather than on business days. Your cancellation takes effect once we confirm it in writing.

A cancellation within the window costs you nothing. We release the payment authorization, so you are not charged; your bank decides how quickly the pending amount leaves your statement, usually within a few business days. If payment has already been taken for any reason, we refund it in full.

Changing an order

If you would rather change your order than cancel it, for example to a different finish or size, or to correct the delivery address, tell us within the same 24 hours and we will amend it instead.

After the 24 hours

Once the window closes, your order goes into processing, payment is taken, and we can no longer guarantee a cancellation. We will still try: if the piece has not yet been dispatched, we can usually stop it at no cost and refund you in full. Once it has shipped, the order stands and the return terms below apply.

If we cancel an order

We may cancel an order if a piece proves unavailable, if we cannot deliver to your address, if payment cannot be verified, or if the listing carried an error in its price or description. We will always contact you first, and you will not be charged. If payment has already been taken, we refund it in full.

Returns: 21 days from delivery

If a piece is not right once it arrives, you may return it within 21 days of delivery for a refund. Nothing in our collection is final sale, and a piece you have assembled is still eligible.

Condition

For a refund of the full price you paid for the piece, it should come back:

  • In the condition it was delivered in, unused and unaltered
  • Complete with all its parts, hardware and accessories
  • In its original packaging
  • Taken apart and packed securely, if you assembled it

How to return a piece

  1. Write to us through the contact page within 21 days of delivery and choose Start a return. Include your order number, the piece, and the reason for the return.
  2. We reply within one business day with the return address or collection arrangements, and what the return will cost. Nothing is committed until you agree, so please do not send anything back before you have our reply.
  3. When the piece reaches us, we check it and issue your refund.

What a return costs

Return shipping is the customer’s responsibility. Depending on the piece, we either send you the return address so you can ship it back yourself, or arrange a collection and deduct its cost from your refund. We confirm the amount before you commit, and you are welcome to ask for an estimate for a specific piece before you order.

A 10% repacking deduction applies to pieces returned without their original packaging. It is 10% of the price you paid for the piece, excluding tax and delivery, so please keep the original packaging until you are sure you are keeping the piece.

Standard Delivery is free, so there is no delivery charge to deduct or to refund.

Other deductions

A refund can also be reduced if a piece comes back used, altered or missing parts, or was damaged after delivery, for example while it was being assembled, moved or transported by you. A piece damaged after delivery is still accepted within the 21 days, less a deduction for the damage. We assess any deduction when the piece reaches us and confirm it to you in writing, with the reason, before your refund is issued.

When you do not need to send it back

For some smaller pieces, return shipping would cost more than the piece is worth. In that case we may refund you without asking for the piece back, and nothing is deducted for return shipping. If this applies, we tell you in writing when we approve the return, so please do not assume it until we confirm.

Exchanges

If you would like a different finish of the same piece, tell us when you start your return. Where one is available, we confirm the exchange in writing, together with any difference in price, and the piece coming back follows the return terms on this page. For a different piece altogether, we refund your return and you place a new order.

Your refund

We refund to your original payment method within 7 business days of the return reaching us, less the collection cost if we arranged one and any deduction set out above. Your bank or card issuer may take a few more days to show it on your statement. We do not replace a refund with store credit or a gift card unless you ask us to.

Damaged, faulty or incorrect pieces

This is not a return, and it costs you nothing: no return shipping, no collection cost and no deduction.

Tell us within 48 hours

Please inspect your piece on arrival. If you can, check the boxes before the carrier leaves, note any visible damage on the delivery receipt, and photograph damaged boxes before opening them.

Then contact us through the contact page within 48 hours of delivery, quoting your order number. The same 48 hours applies to damage or missing parts you find while unpacking or assembling, so please unpack and check your piece promptly. The 48 hours run on the clock, and your report is timed from when it reaches us, not from when we reply.

We reply within one business day, and you can attach photographs to your reply: the damage close up, the whole piece, and the boxes as they arrived. Those photographs are the record we settle the claim against, so please keep the packaging until we have resolved it.

How we put it right

We review your photographs and confirm the remedy within one business day:

  • Cosmetic damage on a piece that is still sound and usable: a partial refund proportionate to the damage, and you keep the piece.
  • A single faulty or missing part, such as a hinge, a bracket or a fitting: a replacement part, sent at our cost. Where a part cannot be supplied, we treat it as the case below.
  • A piece that is structurally compromised, unusable, or not the item you ordered: a replacement or a full refund, whichever you prefer, and we arrange and pay for collecting it. A replacement is delivered at no extra cost.

If a claim needs information from the carrier before we can settle it, we tell you so within that business day and say when to expect a decision. Replacement parts and pieces can take several weeks to arrive, and we tell you the expected timing when we confirm the remedy.

Faults that appear later

If a fault appears under normal use after the 48-hour window, contact us with your order number and we will look at it individually. Warranty coverage varies from piece to piece; our Warranty Information explains how to find out what applies, and we are glad to confirm it in writing before you order.

Your statutory rights

Nothing in this policy limits any right you have under law that cannot be limited by agreement.

Contact

Use the contact page, quoting your order number. We answer Monday to Friday, excluding U.S. public holidays, on Pacific time, and reply within one business day.