Refund policy

RETURN AND REFUND POLICY

Last Updated: July 27, 2026

Thank you for shopping with Hartwell Co.

We want you to feel confident purchasing from us. If you are not satisfied with an eligible product, you may request a return within 30 days after the product is delivered, subject to the conditions stated in this Return and Refund Policy.

This policy applies to purchases made directly through tryhartwell.co. Products purchased through another website, marketplace, retailer, or third party are subject to that seller’s return policy.

1. Thirty-Day Return Period

You may request a return within 30 calendar days after the delivery date shown by the applicable shipping carrier.

For orders delivered in multiple packages, the 30-day period for each product begins on the date that particular product is recorded as delivered.

A return request submitted after the 30-day period may be denied unless otherwise required by applicable law.

Submitting a return request does not automatically mean that the return has been approved. All returns must be reviewed and authorized by Hartwell Co. before the product is shipped back.

2. Return Eligibility

To qualify for a return, the following conditions must generally be met:

  • The return request is submitted within 30 days after delivery;

  • The product was purchased directly from tryhartwell.co;

  • You provide your order number and the email address used when placing the order;

  • The product is in substantially the same condition in which it was received;

  • The product is clean and free from stains, odors, pet hair, damage, excessive wear, or signs of misuse;

  • All included components, accessories, manuals, promotional items, and parts are returned;

  • The product is returned in its original packaging when reasonably possible; and

  • The return is approved by our customer-support team before it is shipped.

We may request photographs, videos, or other information before approving a return.

Minor damage to disposable outer shipping packaging does not automatically make a product ineligible for return. However, damage to the product or its original retail packaging may affect eligibility when the damage was caused after delivery.

3. Starting a Return

To request a return, email us at:

support@tryhartwell.co

Please include:

  • Your full name;

  • Your order number;

  • The email address used at checkout;

  • The product you want to return;

  • The reason for the return; and

  • Photographs or videos when the product is damaged, defective, incomplete, or incorrect.

If the return is approved, we will provide return instructions and the applicable return address.

Do not send a product to our mailing address or to the address printed on the original package unless our support team specifically instructs you to do so. Our products may be shipped from different fulfillment facilities, and unauthorized returns may be sent to a location that cannot receive or process them.

Products returned without prior approval may be refused, returned to the sender, or considered ineligible for a refund.

4. Deadline for Shipping an Approved Return

After your return is approved, you must ship the product within 14 calendar days after receiving our return instructions.

The return must be sent to the address provided by our support team.

A return authorization does not remain open indefinitely. We may close the request if the product is not shipped within the required period.

Please retain your return receipt and tracking information until your refund has been completed.

5. Return Shipping Costs

Unless the product arrived damaged, defective, incomplete, or incorrect because of an error by Hartwell Co. or one of our fulfillment partners, the customer is responsible for all return shipping costs.

Return shipping costs are not reimbursable and will not be included in the refund unless:

  • We expressly agree otherwise in writing;

  • The return resulted from our error;

  • The product was materially damaged or defective when delivered; or

  • Reimbursement is required by applicable law.

We recommend using a trackable shipping service. For higher-value returns, we also recommend purchasing shipping insurance.

Hartwell Co. is not responsible for a returned package that is lost, misdirected, damaged, or not recorded as delivered to the return address.

6. Refund Amount

Once an eligible return is received, inspected, and approved, Hartwell Co. will issue a full refund of the purchase price paid for the approved returned product, including applicable sales tax collected for that product.

Original shipping, expedited shipping, shipping protection, gift-wrapping, and other service charges are generally non-refundable unless:

  • The entire order is being refunded because of our error;

  • The product arrived damaged, defective, incomplete, or incorrect;

  • The order was canceled because we could not fulfill or ship it as promised; or

  • A refund of those charges is required by applicable law.

Discounts, coupons, promotional credits, and bundled pricing will be reflected in the refund. The refund will not exceed the amount actually paid for the returned product.

7. Refund Processing

We will inspect an approved return after it is received.

If the return is accepted, the refund will generally be initiated within 10 business days after inspection. The refund will be issued to the original payment method used for the purchase unless otherwise required by law.

After we initiate the refund, your bank, card issuer, PayPal, or payment provider may require additional time to post the funds to your account. Processing times are controlled by the payment provider and may vary.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at support@tryhartwell.co.

8. Damaged, Defective, Incomplete, or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

Contact us within 30 days after delivery if:

  • The product arrived damaged;

  • The product does not function as reasonably intended;

  • An item or material component is missing;

  • You received a different product, size, color, or variation from what you ordered; or

  • The product materially differs from its description.

Your request should include clear photographs or videos showing:

  • The product and the reported problem;

  • The shipping label;

  • The packaging in which the product arrived; and

  • Any damaged or incorrect components.

Do not discard the product, shipping packaging, or included components until we have reviewed the claim.

Depending on the circumstances, we may provide:

  • A replacement product;

  • A replacement component;

  • A full refund;

  • A partial refund when you agree to keep the product; or

  • Another appropriate resolution.

Hartwell Co. may not require the return of a damaged or defective product when returning it would be impractical. Do not dispose of the product unless we provide written authorization.

9. Non-Returnable Products

For safety, hygiene, customization, or practical reasons, certain products may not be eligible for return unless they arrived damaged, defective, incomplete, or incorrect.

Non-returnable products may include:

  • Gift cards;

  • Downloadable or digital products;

  • Personalized, customized, or made-to-order products;

  • Perishable goods;

  • Products marked “Final Sale” before purchase;

  • Opened consumable products;

  • Products that have been fully used or consumed;

  • Personal-care, beauty, cosmetic, or hygiene products that have been opened or used;

  • Undergarments or intimate products that have been worn, washed, or removed from sealed hygiene packaging; and

  • Products that cannot safely be resold for health or hygiene reasons.

Any material return restriction applicable to a particular product should be disclosed on its product page or during checkout.

These restrictions do not eliminate any rights you may have regarding a product that was damaged, defective, incorrectly described, or unlawfully supplied.

10. Used or Damaged Returns

We may deny a refund when the returned product:

  • Shows substantial use beyond what was reasonably necessary to inspect it;

  • Has been intentionally damaged or altered;

  • Is missing important components or accessories;

  • Has been improperly cleaned, washed, repaired, assembled, or disassembled;

  • Contains stains, odors, pet hair, or other contamination;

  • Was damaged through misuse, neglect, accident, or failure to follow instructions;

  • Is materially different from the product originally purchased; or

  • Otherwise fails to satisfy this policy.

If a return is rejected after inspection, we will explain the reason. We may offer to ship the product back to you at your expense when reasonably practical.

11. Exchanges

Hartwell Co. does not currently guarantee direct product exchanges.

To obtain a different product, size, color, or variation, you may request a return for the original eligible product and place a new order for the desired item.

Product availability and pricing may change before a new order is placed.

When an incorrect product or variation was sent because of our error, contact us before placing another order so we can provide an appropriate resolution.

12. Order Cancellations

Contact us at support@tryhartwell.co as soon as possible if you need to cancel or change an order.

We will make a reasonable effort to accommodate the request, but we cannot guarantee cancellation or modification after an order has entered processing or fulfillment.

If the order has already shipped, it cannot normally be canceled. After delivery, you may request a return under this policy.

If we successfully cancel an order before shipment, the canceled amount will be refunded to the original payment method.

13. Refused and Undeliverable Packages

Refusing delivery does not automatically qualify an order for a refund.

Packages may be returned to the sender because of:

  • An incorrect or incomplete shipping address;

  • Failure to collect the package;

  • Repeated unsuccessful delivery attempts;

  • Refusal of delivery;

  • Carrier restrictions; or

  • Failure to pay required duties or charges.

If a package is returned as undeliverable, contact us. Any refund or reshipment will depend on the circumstances.

When the delivery failure resulted from incorrect information provided by the customer, original shipping costs and any additional return or reshipment expenses may be deducted from the available refund to the extent permitted by law.

14. Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it:

  1. Confirm that the shipping address on your order is correct;

  2. Check around the delivery location;

  3. Ask household members, neighbors, reception staff, or building personnel;

  4. Allow a short period in case the carrier marked the package delivered prematurely; and

  5. Contact the shipping carrier and Hartwell Co.

Please notify us as soon as reasonably possible.

We will review available tracking information and may assist with a carrier inquiry. A refund or replacement is not automatically guaranteed solely because a package cannot be located after the carrier recorded it as delivered. The resolution will depend on the available evidence, carrier findings, circumstances, and applicable law.

15. Orders That Never Arrive

If an order does not arrive within the delivery period stated in our Shipping Policy or order communications, contact support@tryhartwell.co.

When an order has not shipped within the promised period, we will provide any options required by applicable law, which may include consenting to a revised shipping date or canceling the unshipped order for a refund.

This section is separate from the voluntary 30-day return period because the return period begins only after a product has been delivered.

16. Promotional and Bundled Purchases

When products are purchased as part of a bundle, “buy one, get one” promotion, free-gift offer, quantity discount, or similar promotion, the refund may be adjusted to reflect the promotion’s actual terms.

To receive a full refund for a complete bundle, you may be required to return all products included in the bundle, including free promotional products.

If only part of a discounted bundle is returned, we may recalculate the price of the products you keep using the applicable non-bundled price, provided that this method was reasonably disclosed as part of the promotion.

17. Gifts

Refunds are issued to the original payment method used to place the order.

If you received a product as a gift, the purchaser may need to request the return. We generally cannot issue cash refunds directly to a gift recipient who did not make the original payment.

Where available, we may offer store credit as an alternative, but we are not required to do so unless applicable law provides otherwise.

18. Return Abuse and Fraud

We reserve the right to reject a return or restrict future transactions when we reasonably determine that a customer has engaged in:

  • Return fraud;

  • Repeated abuse of this policy;

  • Returning a different or counterfeit product;

  • Falsely reporting an item as damaged or missing;

  • Manipulating promotional offers;

  • Unauthorized payment activity; or

  • Filing a chargeback after receiving an agreed refund or replacement.

We may request identity, order, delivery, or payment verification when reasonably necessary to investigate suspected fraud.

Nothing in this section limits a customer’s right to raise a legitimate dispute or exercise rights available under applicable law.

19. Chargebacks and Payment Disputes

Please contact us at support@tryhartwell.co before initiating a chargeback or payment dispute so that we have an opportunity to resolve the issue.

Initiating a chargeback does not guarantee a refund. We may provide the payment processor with relevant order records, tracking information, communications, return instructions, and other evidence concerning the transaction.

This section does not prevent you from exercising any lawful rights you have through your card issuer or payment provider.

20. Policy Changes

We may update this Return and Refund Policy to reflect changes in our products, fulfillment practices, operations, or legal obligations.

The revised policy will be posted on tryhartwell.co with a new “Last Updated” date.

The version in effect when an order was placed will generally apply to that order unless:

  • A later version provides more favorable terms;

  • The customer agrees to the change; or

  • A change is required by applicable law.

21. Consumer Rights

This policy provides Hartwell Co.’s general return and refund terms.

Nothing in this policy is intended to exclude, restrict, or waive any warranty, remedy, consumer-protection right, or other legal right that cannot lawfully be excluded, restricted, or waived.

22. Contact Us

Questions and return requests may be directed to:

Legal Business Name: Apostol Enterprises LLC
Store Name: Hartwell Co.
Website: tryhartwell.co
Email: support@tryhartwell.co
Mailing Address: 30 N Gould St, Ste R, Sheridan, WY 82801

Please do not mail returns to this address unless our customer-support team specifically authorizes you to do so and confirms that it is the correct return location.