Refund policy

Last updated: September 7, 2026

Thank you for shopping with Hawthorne & Vale. We want you to be completely satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges, and refunds work for orders shipped to Canada, the United Kingdom, Germany, and other countries we serve.

Return Window

You may request a return within 30 days of the delivery date. If you are located in the United Kingdom or the European Union, you are additionally entitled to a statutory 14-day right of withdrawal from the date you receive your order, in accordance with UK and EU consumer protection law; our 30-day policy exceeds this minimum requirement.

Eligibility for Returns

To be eligible for a return, items must be:

Unworn, unwashed, and unaltered
In their original condition with all tags and packaging attached
Accompanied by proof of purchase (order number or confirmation email)

Final sale items, gift cards, and items marked as non-returnable at the time of purchase are not eligible for return.

How to Start a Return

Email us at support@hawthorneandvale.co with your order number and the item(s) you'd like to return. We will confirm your return and provide instructions for sending the item back to us. Please do not send items back without first contacting us.

Return Shipping

Unless the item you received is defective, damaged, or incorrect, return shipping costs are the customer's responsibility. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit back to us.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account. Original shipping charges are non-refundable, except where the return is due to our error or a defective item.

Exchanges

If you'd like a different size or color, the fastest way is to request a return for the original item and place a new order. Contact us and we'll help guide you through it.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at support@hawthorneandvale.co with your order number and a photo of the issue. We will arrange a replacement or full refund, including return shipping, at no cost to you.

Customs, Duties & International Returns

For orders shipped outside of Canada, any customs duties or import taxes paid on the original order are non-refundable by us, as these are collected by your local government, not Hawthorne & Vale.