Refund policy

Last updated: October 28, 2026

 

1. Can I return my order?

Yes. If you are not satisfied with your order, you can return it within 14 days of the day you received it, provided it meets the conditions below.

2. Conditions for a return

Your return is only accepted if:

  1. the order contains all corresponding parts and components, and the packaging is in the same condition as when you received it;
  2. the product shows only normal handling; damage caused by careless use is excluded;
  3. products for which hygiene is important have been thoroughly cleaned before you start the return;
  4. any defect is reported to us immediately after receipt, with photos;
  5. you pay the return shipping costs (see section 5).

We inspect every return when it arrives. We may refuse items that have been used, washed, damaged or altered beyond normal handling. In that case we can send the item back to you at your cost, or offer a partial refund that reflects its condition.

3. Items that cannot be returned

The following items cannot be returned or exchanged, unless they are defective or incorrect:

  • items bought on sale (at a reduced promotional price);
  • items marked "Final sale" on the product page;
  • underwear, lingerie and shapewear;
  • swimwear if the hygiene liner has been removed;
  • earrings and other pierced jewellery.

4. How to return an item

  1. Email us first at info@cloverandhearth.com within 14 days of receiving your order, with:
    • your order number;
    • your first and last name;
    • your address;
    • the reason for your return;
    • photos of the product if it is damaged.
  2. We will reply within 2 business days. If your return meets the conditions, we will send you the return address and instructions.
  3. Pack the item(s) securely and send them within 14 days to the address we gave you, using a carrier that provides a valid tracking number. Mark the parcel as "returned goods" on any customs form.
  4. Email us your tracking number and keep your proof of shipment until your return has been processed.

Never send your return back to the sender address on your parcel. Returns sent to another address cannot be processed, and we are not responsible for them.

5. Return shipping costs

  • The costs of returning a product are always paid by you, including any export, customs or carrier fees for sending it.
  • Because our central returns warehouse may be outside Canada and outside Europe, return shipping can cost more than a domestic return. Please check the cost with your carrier before you send it.
  • We are not responsible for returns that are lost in transit without valid tracking. Returns without proof of shipment may not be eligible for a refund.
  • There is no restocking fee.

6. Processing and refunds

A return is processed within 7 business days after it arrives at our returns warehouse. If it meets the conditions, we confirm this by email and refund the purchase price to your original payment method within 14 days of that confirmation. Your bank may need another 5–10 business days to show it. Return shipping costs are not refunded.

7. Damaged, defective or incorrect items

If an item arrives damaged, is defective, or is not what you ordered:

  1. Email us at info@cloverandhearth.com immediately after receipt, with your order number and clear photos of the item, the problem and the packaging.
  2. We will offer a free replacement or a full refund, at no cost to you. In most cases you do not need to send anything back. If we do need the item back, we pay the return shipping.

This applies to sale items as well, and does not limit any legal warranty that applies to you under the consumer protection laws of your province.

8. Flexible options (always your choice)

To save you the cost of a long-distance return, we may offer an alternative, such as a partial refund while you keep the item, or store credit. These offers are always optional; you can still choose a regular return under this policy. If you accept an alternative, that case is closed.

9. Exchanges

We do not offer direct exchanges. If you want a different size or colour, please return the item under this policy and place a new order.

10. Statutory cancellations

If you cancel an order under a right given to you by law, for example because it was not delivered within 30 days of the estimated delivery date, the rules of that law apply. We then refund you within the legal deadline and cover reasonable return costs where the law requires this. Please note: we do not offer free returns. Return shipping costs are paid by you, and all returns must be sent to our central returns warehouse, which may be located outside Canada and outside Europe.

11. Questions?

Email info@cloverandhearth.com with your order number. We reply within 1–2 business days.