Harts of Stur’s standard policy for unwanted items is a 30-day return window for a refund, provided the goods are unused, in a resaleable condition, and in the original packaging. Customers should keep order details and any included paperwork, as the order number is typically needed to match the return to the original purchase. For unwanted returns, the cost of sending the item back is generally the customer’s responsibility, so it is sensible to compare carrier options and retain proof of posting until the refund has been completed.
For items that arrive damaged, the recommended approach is to contact customer service as soon as possible before disposing of packaging or the product. Support may request photos or video to help assess the issue and confirm the best resolution. If a return is required for a damaged item, Harts of Stur may provide a returns label for items under a stated value threshold, or arrange collection for higher-value items. Following the support team’s instructions helps avoid delays and ensures the correct method is used for larger or more fragile goods.
For faulty items, the first step is also to contact customer service promptly, especially if the fault occurs within the first 30 days of receipt. Evidence such as images or video may be requested, and the item may need to be returned for assessment, repair, replacement, or refund depending on the circumstances. If a fault occurs after the first 30 days, some manufacturers may prefer to deal directly with the customer for faster troubleshooting and warranty handling; however, support can still advise on available options if returning to the retailer is preferred.
Refund timing can vary based on transit and processing, but once a refund is agreed and the returned goods are received back, refunds are typically processed and may take up to several working days to appear in the original payment account. If an order included a promotional free gift, the gift usually must be returned as well to receive a full refund for the qualifying item. Before sending anything back, contacting support can clarify label options, size restrictions for certain label services, and any collection arrangements or deductions that may apply for specific categories of bulky items.
