Refund policy

 

Important Notice

Please read our return policy carefully. By placing an order with Hawthorne London, you agree to the terms outlined below.

Returning a Product

Timeframe

You have 30 days after receiving your product to request a return.

Unfortunately, if more than 30 days have passed since delivery, we are unable to offer a refund or exchange.

Conditions

Returned items must be:

  • Unused
  • In their original packaging
  • In the same condition as received

For products where hygiene is important, the item must be thoroughly cleaned before starting the return process.

Damage Due to Personal Use

We are not responsible for damage caused by:

  • Misuse
  • Negligence
  • Improper handling

Only manufacturing defects are covered under our return policy.

Exceptions

For hygiene reasons, certain products cannot be returned, including:

  • Underwear
  • Lingerie
  • Other sealed hygiene items once opened

How to Start the Return Process

To request a return, please email us at Support@hawthornelondon.com with the following details:

  • Your order number
  • The reason for the return
  • A photo of the item, in case of damage
  • Your contact information

Refunds

Procedure

Once we receive and inspect your return, you will be notified via email regarding the approval or rejection of your refund request.

If approved, your refund will be processed within 30 days and applied to your original payment method.

Delayed or Missing Refunds

If you have not received your refund after 30 days:

Return Costs

  • Return shipping costs are the responsibility of the customer
  • We recommend using a trackable shipping method
  • We are not responsible for returns lost in transit

Shipping costs for returns are the responsibility of the customer and may vary depending on the courier and location.

Exceptions – Defective or Incorrect Products

If you receive a defective or incorrect item:

  • We will send you a replacement at no additional cost
  • If the issue repeats on the second delivery, you will receive a full refund

Order Cancellation

Orders cannot be cancelled after 24 hours of being placed due to our automated processing system.

Questions?

For further information or questions, please contact us at:

📧 Support@hawthornelondon.com