Refund policy

Our 30-day money-back guarantee

We want Hearthwell to feel right for your hands. If it doesn't, you have 30 days from the day your order is delivered to send it back for a full refund of the product price.

How to start a return

1. Email us at hearthwellsupport@gmail.com within 30 days of delivery, with your order number.
2. We'll reply within 2 business days with your return instructions and the address to send it to.
3. Pack the massager and anything that came with it (gloves, cable), and ship it back within 14 days of our reply. Please use a tracked shipping service.

Return shipping

Return shipping is paid by you and isn't refunded. We recommend a tracked service, because we can't refund a package that doesn't reach us.

Your refund

• Once your return arrives, we'll refund the full price you paid for the product to your original payment method within 3 business days.
• Your bank may take 5 to 10 business days to show it.
• Original shipping charges, if any, aren't refunded.

Condition

It's fine if you've used it. That's the point of trying it. Please send it back clean, with all parts, and not damaged beyond normal use.

Damaged, faulty or missing items

If your massager arrives damaged or stops working, or part of your kit is missing, email us with your order number and a photo. We'll send a replacement or a full refund, whichever you prefer, and you won't need to pay to send anything back. This applies for up to 90 days from delivery.

Orders that arrive in more than one package

Your kit may arrive in more than one package. If something hasn't arrived 20 days after your order shipped, let us know and we'll track it down or make it right.

Questions?

Email hearthwellsupport@gmail.com. A real person will get back to you.