Return & Refund Policy
At Hartwell, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.
Returns
We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unworn and unused
- Be in its original condition
- Include all original tags and packaging
- Be accompanied by proof of purchase
To initiate a return, please contact us at support@wearhartwell.com.
Once your return request has been approved, we will provide instructions on how and where to send your item. Returns sent without prior authorization will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is damaged, defective or incorrect.
Please do not send returns directly to our warehouse address. Return instructions will be provided after your return request has been approved.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If you receive a defective, damaged, or incorrect item, contact us immediately at support@wearhartwell.com so we can resolve the issue as quickly as possible.
## Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Customers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Customers are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Non-Returnable Items
The following items cannot be returned:
- Personalized or custom-made products
- Gift cards
- Final sale items
- Personal care products
- Perishable goods
- Hazardous materials, flammable liquids or gases
If you are unsure whether your item is eligible for return, please contact us before submitting a return request.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, please return your original purchase and place a new order once your return has been approved.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at support@wearhartwell.com.
Contact Information
Store Name: Hartwell
Company Name: De Wit Onderneming
Company Address:
Pergolesistraat 11
3335XC Zwijndrecht
Netherlands
Warehouse Address (Not a Return Address):
50 Graham Street
Auburn NSW 2144
Australia
Company Registration Number: 91573998
VAT Number : NL004902574B73
Phone Number: +61 468 094 965
Email: support@wearhartwell.com
Customer Support Hours
Monday – Friday
09:00 – 17:00 (AEST)
Our customer service team usually replies within 12–24 hours on business days.