Refund policy

90-Day Money-Back Guarantee

At Hartwell, we stand behind the quality of our products and want you to shop with confidence. That is why we offer a 90-Day Money-Back Guarantee under the terms set out below.

Your legal right to cancel

Separately from the guarantee below, and in addition to it, you have a statutory right to cancel your order within 14 days of receiving it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise that right, email help@hartwell.co.uk within 14 days of delivery. Nothing in this policy limits or removes your statutory rights.

Eligibility for Refunds

To be eligible under our 90-day guarantee, all of the following must be met:

• Refund requests must be submitted within 90 days of the delivery date.
• Requests made more than 90 days after delivery are not eligible under the guarantee.
• To request a refund, email help@hartwell.co.uk within 90 days of receiving your order.

Guarantee eligibility is limited to the 90-day window from the confirmed delivery date. You keep the bottles. You do not post anything back.

How to Request a Refund

• Email help@hartwell.co.uk telling us you would like a refund. Please include your full name and order number so we can find you quickly.
• Our support team replies within 24 to 48 hours with what happens next.
• Refunds are approved and processed within approximately 15 working days of your request.
• Refunds are issued to the original payment method. Once processed, your bank or card issuer may take up to 10 working days to show it on your statement.

Not Covered by the Guarantee

• Requests submitted outside the 90-day guarantee period.
• Subscription renewals charged after the 90-day window has closed.
• Orders placed after the 90-day period has passed.

To prevent abuse of this policy, we reserve the right to decline a refund request from any customer showing a pattern of repeated refunds, which we define as more than two refund requests within a 12-month period.

Subscriptions

If your order includes a subscription, it is your responsibility to manage or cancel it within the 90-day guarantee period. Renewals charged after that window are not covered by the guarantee. You can cancel at any time, and cancelling before your next billing date prevents any further charge. See our Purchase Options Cancellation Policy for full details.

Damaged or Defective Items

If your order arrives damaged, incorrect or incomplete, contact us at help@hartwell.co.uk with your order number and a photo. We will send a replacement or issue a full refund at no cost to you.

Agreement to Policy

By completing a purchase on this website, you acknowledge and agree to the terms of this Refund Policy. This policy applies to purchases made on this website. Hartwell reserves the right to update these terms at any time; the version in force at the time of your order applies to that order.