Returns
Returns & Refunds Policy
Last updated: May 2026
At Hotham & Hearth, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to make it right. Please read our returns policy carefully before submitting a request.
Standard Return Policy — 30 Days
We accept change-of-mind returns within 30 days of the delivery date.
Eligibility
To be eligible for a standard return, your item must meet all of the following conditions:
Returned within 30 days of the confirmed delivery date
In its original, unused condition
Unwashed and free from odours, stains, or pet hair
In its original packaging with all tags attached
Items that do not meet these conditions will not be accepted for return and will be returned to the sender.
How to Return
Step 1 — Contact us first
Email hello@hothamandhearth.com with the subject line: Return Request — [Your Order Number]
Include your full name, order number, and the reason for your return.
Step 2 — Receive your return authorisation
Our team will review your request and respond within 2–3 business days with return instructions and the return address. Do not send items back without prior authorisation — unauthorised returns will not be accepted.
Step 3 — Send your item back
Pack your item securely and send it to the address provided. We recommend using a tracked shipping service, as Hotham & Hearth is not responsible for items lost or damaged in transit.
Step 4 — Receive your refund
Once your return is received and inspected, we will process your refund within 5–7 business days. Refunds will be issued to your original payment method.
Return Options
Once your return has been received and inspected, you may choose one of the following resolutions:
Store Credit
Receive the full product value paid (excluding original shipping costs) as store credit. Store credit is valid for 12 months from the date of issue and can be used on any Hotham & Hearth product.
Refund
Receive a refund to your original payment method, less a $12 restocking fee. Original shipping costs are non-refundable.
Return Shipping Costs
Return shipping costs for change-of-mind returns are the responsibility of the customer. We recommend using a tracked shipping service, as Hotham & Hearth is not responsible for items lost or damaged in transit.
Items Not Returned in Original Condition
If an item is returned and the original packaging has been opened or damaged, but the product itself remains clean and unused, we reserve the right to offer one of the following options at our discretion:
Return the item to you at your cost, or
Deduct 30% of the product value and issue a partial refund or partial store credit
We will contact you before proceeding with either option. Items that are used, washed, or not in a resaleable condition will not be accepted for return and will be returned to the sender.
Exchanges
If you would like to exchange your item for a different size or colour, please contact us at hello@hothamandhearth.com and we will do our best to accommodate your request, subject to availability.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us within 48 hours of delivery at hello@hothamandhearth.com with your order number and clear photographs of the damage or fault. We will arrange a replacement or full refund at no cost to you.
Non-Returnable Items
The following items are not eligible for return or exchange:
Items returned after the 30-day return window
Items that have been used, washed, or are not in their original condition
Items without original tags or packaging
Gift cards
Return Abuse Policy
At Hotham & Hearth, we are committed to offering a fair and genuine returns experience for every customer. To ensure this remains available to all, we actively monitor return activity across our store.
Where we identify patterns of excessive, repeated, or fraudulent return behaviour, we reserve the right to limit or decline future return and exchange requests — even where those requests fall within our standard return window.
Customers identified as misusing our returns policy may continue to place orders with us; however, those purchases will no longer be eligible for return, exchange, or refund under our standard policy.
Any ineligible items sent back to us will be refused or returned to sender. Hotham & Hearth is not responsible for any costs associated with the return of ineligible items.
Questions?
60-Night Comfort Guarantee
This section applies in addition to our standard 30-day return policy for eligible products.
We are so confident in the comfort and quality of our products that we offer a 60-Night Comfort Guarantee on selected Hotham & Hearth bedding. If you have genuinely slept under your product for at least 30 nights and are not satisfied with its comfort, contact us within 60 days of delivery and we will work with you to find a resolution.
How It Works
The 60-Night Comfort Guarantee applies to selected products as specified on the individual product page
To be eligible, the product must have been used for a minimum of 30 nights — we ask this because it takes time for your body to adjust to new bedding
Claims must be submitted within 60 days of the confirmed delivery date
Contact us at hello@hothamandhearth.com with your order number and details of your experience
Resolution may include an exchange, store credit, or refund at our discretion
Important Notes
The 60-Night Comfort Guarantee is available once per customer per product
It does not cover change-of-mind returns, damage caused by improper care, or issues covered under our Warranty Policy
Products must be returned in a clean condition if a return is required as part of the resolution
The 60-Night Comfort Guarantee is offered as a goodwill assurance of product quality and does not affect your rights under Australian Consumer Law.
Hotham & Hearth — Made for warmth. Built to last.