Return and Refund Policy

Last updated: 22 October 2026

Think of this policy as an undo button. It can undo a purchase you've changed your mind about, an order you placed minutes ago, and a delivery that arrived damaged, faulty or wrong. It can't undo a blanket that's been slept under, a deadline that's passed or a parcel posted without our approval. This page says what the button can undo, what it can't, how to press it, and what counts as "unused" for a blanket or a heated blanket. Every return starts with an email to us before anything is posted. The terms apply to orders with a delivery address in the United Kingdom.

What it can undo

A purchase, within 30 days of delivery. You can request a return within 30 days of the delivery date recorded by the courier, for any reason and without giving one; the date of your email is the date that counts, not the date the parcel reaches us. A sale item returns on exactly the same terms as a full-price one, and the order number is the only proof of purchase we ask for. What you get back is a refund of the price you paid for the returned item(s) — see "How to press it" for the route, and "What it can't undo" for the limits.

An order, within 5 minutes of placing it. Every confirmed order is passed to our fulfilment centre automatically and goes to picking within minutes, which is why the window is as short as it is: an order can only be cancelled or changed within 5 minutes of being placed, and that includes the address. Email support@harwelton.com immediately with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts; we confirm every cancellation in writing and refund the full amount, including any Shipping Protection fee, to the original payment method.

A delivery that arrived damaged, faulty, incomplete or wrong — with a replacement. Email us within 3 working days of the delivery date recorded by the courier, before putting the item into use, with your order number and clear photographs: a close-up of the problem, the whole blanket laid flat, the label and — for transit damage — the outer packaging with the delivery label, taken before the box goes out for recycling. If a heated blanket won't warm up, a few seconds of video showing the controller is more useful than a paragraph. The photographs are what our courier claim rests on; without them it can't be filed. What counts as a fault or an error on our side: a heated blanket that doesn't warm up when correctly connected, or a controller that doesn't switch on; a hole, tear, scorch mark or large open seam present on arrival; a missing item, controller, cable or accessory; an item that differs from your order confirmation (wrong design, size, colour or variant); or damage caused in transit. We assess every claim within 2 working days, and when the fault or error is confirmed, we send you a replacement free of charge — the same item, or the missing or broken part where that solves the issue. These cases are resolved with a replacement rather than a refund; if the exact item is no longer available, we agree with you on the same design in another colour or a comparable item of equal value. You don't send the faulty item back unless we ask — and if we do, we pay the postage. The same applies to a parcel the courier confirms as lost (see our Shipping Policy): a replacement, with a refund only if none is available.

What it can't undo

Use. Unfolding the blanket, feeling the weave and the weight, laying it over the sofa to see the colour in your own light, and connecting a heated blanket briefly to check it warms up are all inspection — they cost you nothing. A blanket that has been slept under, a shawl that has been worn out, an item that has been washed, or a heated blanket that has run through a cold week has been used. We contact you about it before deciding anything, and then either refund a reduced amount reflecting the actual loss in value — an assessment, not a penalty, and we tell you what it's based on — or decline the return. If a return is declined, the item can be sent back to you at your own cost as long as you ask within 14 days.

A deadline that has passed. A change-of-mind return reported after 30 days can't be accepted. A fault reported after 3 working days, or after the item has been put into use, can't be accepted as a fault claim — an unused item can still be returned as a change-of-mind return, at your cost. A return posted more than 14 days after our approval, or arriving more than 30 days after it, can't be matched to an order.

A parcel sent without our approval, or to the wrong address. The returns centre address is only ever sent in our approval email; it isn't published here, and it isn't our business address, which is a mailing address that can't accept parcels. A parcel sent before approval, or anywhere else, can't be matched to an order and can't be refunded.

A return that doesn't arrive. The parcel remains your responsibility until it reaches our returns centre — a return that goes missing, is damaged on the way or can't be traced can't be refunded, and one damaged because it was packed loosely can't be refunded in full. Post it tracked, and keep the proof of postage until the refund has landed.

Customs charges on a return. A return that arrives with duties, taxes or handling fees due is refused by the returns centre, sent back to you and can't be refunded — the customs declaration in "How to press it" prevents that.

A refused or uncollected delivery. Refusing the parcel at the door, or leaving it at the collection point, is neither a cancellation nor a return: the parcel goes back to the courier's depot, not to our returns centre, and a refund can only be considered once it has actually been received back (see our Shipping Policy, "Consequence 6").

The Shipping Protection fee, once the order has been dispatched — including on a later return. It's refunded only when an order is cancelled within the 5-minute window.

A swap. We don't process exchanges — a true exchange would mean waiting for your blanket to cross the Atlantic before the replacement is sent. Return the unused item for a refund and place a new order for the one you'd rather have; the new item is dispatched straight away. Tell us in your first email which design, size or colour you'd like and we'll check it's in stock before you post anything.

How to press it

1. Email within 30 days. Write to support@harwelton.com with your order number, which item(s) you're returning and the reason — "changed my mind" is a complete reason. No form, no return authorisation number. Don't post anything yet.
2. Approval within 2 working days. If the return meets the conditions, our reply is the written approval and carries the return instructions and the address of our returns centre in the United States.
3. Pack it. The original packaging inside an outer bag or box that carries the label — not the product packaging itself — with your order number on the outside and on a note inside, and only the items we've approved. A heated blanket goes back with its controller and cable.
4. Post it within 14 days of approval, tracked, to the United States. There is no returns address in the United Kingdom, which makes every return an international shipment — you pick the carrier, pay for tracked international postage and hold on to the receipt. That cost isn't reimbursed, and we don't issue prepaid labels or offer free returns — check the price before requesting a return, because a blanket is light but bulky and international postage is priced by size as well as weight. The only exception is a confirmed fault where we've asked for the item back. Complete the customs declaration (CN22/CN23) as "Returned goods – no commercial value", and email us the tracking number once the parcel is on its way.
5. Inspection within 3 working days of arrival. The returns centre checks the parcel against the approval and the item against "What 'unused' means", and emails you the outcome.
6. Refund within 7 working days of a successful inspection — and in any case within 14 days of the return reaching us — to the original payment method. Allow your bank a further 5–10 working days to show it; if it still hasn't appeared, email us and we'll give you the transaction reference to quote to them. The refund is the price paid for the returned item(s), with promotional discounts applied proportionally across the items in an order. There is no restocking fee, handling fee or administration charge. Return postage isn't refunded (except where we've asked you to return a confirmed faulty item), the Shipping Protection fee isn't refunded once the order has been dispatched, refunds aren't issued as store credit unless you ask for it, and we can't refund to a different card, account or person.

What "unused" means for a blanket or a heated blanket

Beyond the inspection described above, the item comes back as it left us: unused and unwashed, with no signs of use, odours or pet hair; with every tag and label attached and with the controller, cable, storage bag, gift box or ribbon it came with; folded into its original packaging, inside an outer bag or box. Keep the packaging until you've decided the blanket is staying. Items that can't be returned at all: items that have been used, washed, tumble-dried or dry-cleaned; items with tags removed or with the controller or cable of a heated blanket cut, altered or missing; custom-made, personalised or embroidered items; gift cards.

What isn't a fault

Our blankets and heated blankets are made in batches, with finishing partly done by hand. The characteristics below come with the product and aren't faults: an unused item with them can be returned as a change-of-mind return (at your cost), but they don't qualify for a free return or a replacement.

• Creases and fold marks from the packaging — they drop out after airing or the first wash.
• A little loose pile from fleece, sherpa or faux fur in the first week or two; a shake outdoors or a single wash as the care label directs settles it.
• Bobbling where the fabric rubs, an occasional loose thread, and fringing, tassels or binding that aren't perfectly uniform — a gap of up to roughly 2 cm in a hem or binding is a finishing matter we'll gladly advise on, not a fault.
• Slight colour run on the first wash (wash new items on their own, darks especially) and shrinkage within the tolerance on the care label.
• A colour that doesn't match your screen exactly, down to photo lighting or variation between batches, and minor differences in trim compared with the product photo.
• Measurements up to 2–3 cm off the product page, or between two of the same design, taken flat and without fringing.
• A faint warm smell the first time a heated blanket is switched on, zones that feel slightly warmer than others, and a controller that switches the blanket off on a timer or cycles the heat — all by design.
• It doesn't suit the room, the bed or you, you no longer need it, you chose the wrong size, colour or variant, or you found it cheaper elsewhere.
• Damage after delivery: washing or tumble-drying against the care label, bleach, snags from jewellery, zips or pets, scorch marks, folding or creasing a heated blanket sharply while it's on or in storage, using a heated blanket with another heating product, washing a heated blanket with the controller attached, alterations, repairs or accidents.

Every product page lists dimensions, materials and care instructions; measure the bed or sofa before ordering, because an item that's the wrong size, or a shade different from your screen, isn't a fault — it's a change-of-mind return. To keep the returns process fair for everyone, we monitor return activity: repeated returns of used items, claims without supporting evidence, or returned items that differ from those purchased can lead us to decline a return and refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within 2 working days.
Email: support@harwelton.com