5.2 Return & Refund Policy

Last Updated: July 11, 2026

At Hawthorne & Co., we want every customer to be satisfied with their purchase. However, we understand that there may be situations where you would like to return an item. This Return & Refund Policy explains how returns and refunds are handled.

If you have any questions or are unsure whether your order qualifies for a return, please contact us first at info@hawthorneandco.com.

1. How Our Fulfillment Model Works

Hawthorne & Co. operates using a direct-from-supplier fulfillment model. To reduce excess inventory and minimize unnecessary waste, we do not maintain large quantities of inventory at our own facilities.

Certain products may be shipped directly from our fulfillment supplier, which may be located in China or another country outside the United States.

For products shipped directly from a supplier, approved returns may need to be sent to the supplier's designated return address. We will provide the applicable return address after your return request has been reviewed and approved.

2. Return Period and Request

You may request a return within 14 days of receiving your order, unless otherwise required by applicable law.
A return request must be submitted after you have physically received the item.
Please include your order number and the reason for your return request.
Contact us at info@hawthorneandco.com to request a return.
Do not send an item back before receiving return instructions from us.
Once your return request has been approved, we will provide you with the appropriate return instructions and return address.

3. Return Conditions

To be eligible for a return, items must generally meet the following conditions:

The item must be unused and unworn, except where necessary to try on the item.
The item must be unwashed and undamaged.
The item must be returned in its original condition.
Original tags and labels should remain attached where applicable.
Items showing signs of use, washing, damage, stains, odors, or alteration may not qualify for a refund.
Sale or promotional items may be subject to additional return restrictions, where permitted by applicable law.
Certain products may be excluded from returns for hygiene or health reasons, including underwear, swimwear, and certain jewelry, unless unopened and unused.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

4. Return Shipping and Costs

Unless otherwise required by applicable law or agreed to by Hawthorne & Co.:

Customers are responsible for return shipping costs.
If an approved return must be sent to an international supplier, the customer may be responsible for applicable international shipping, customs, duties, or other return-related costs.
The customer is responsible for ensuring that the return package is properly addressed and shipped.
We strongly recommend using a shipping service that provides tracking and proof of delivery.
Hawthorne & Co. is not responsible for return packages that are lost or damaged while being shipped back to us or our designated return facility.

Do not send a return to an address other than the address provided by our customer service team.

5. Alternative Solutions

Because international returns can sometimes be expensive or time-consuming, we may, at our discretion, offer an alternative resolution before requiring an item to be returned.

Depending on the circumstances, this may include:

A partial refund;
A store credit; or
Another mutually agreed solution.

If you would like to discuss an alternative solution, please contact us at info@hawthorneandco.com before sending the item back.

6. Defective, Incorrect, or Damaged Items

If you receive an item that is defective, damaged, incorrect, or materially different from what you ordered, please contact us at info@hawthorneandco.com within 14 days of delivery, unless a different period is required by applicable law.

Please provide:

Your order number;
A description of the issue; and
Clear photographs or video showing the issue and, where relevant, the packaging and shipping label.

We may request additional information if necessary to investigate the issue.

If the item is confirmed to be defective, damaged, incorrect, or otherwise covered by applicable consumer protection law, we will work with you to provide an appropriate resolution, which may include a replacement, repair, refund, or other remedy as required by law.

7. Refunds

For approved returns, refunds will generally be processed after the returned item has been received and inspected.

Once a return has been approved:

The refund will generally be issued to the original payment method.
Refund processing may take up to 14 days after approval, depending on the payment provider.
Original shipping charges are generally non-refundable unless otherwise required by applicable law or the item was defective, damaged, incorrect, or otherwise eligible for reimbursement.
Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

We will notify you by email once your refund has been processed.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@hawthorneandco.com.

Because orders may be processed or shipped shortly after they are placed, we cannot guarantee that a cancellation request can be accommodated once order processing or fulfillment has begun.

If an order has already been processed or shipped, you may need to receive the order and follow the applicable return procedure.

Nothing in this section limits any cancellation or withdrawal rights you may have under applicable law.

If you have an issue with an order, we encourage you to contact us directly before initiating a payment dispute or chargeback so that we have an opportunity to resolve the issue.

9. Delivery and Address Responsibility

Hawthorne & Co. is not responsible for packages that are confirmed by the applicable carrier as successfully delivered to the shipping address provided at checkout.

Customers are responsible for providing a complete and accurate shipping address.

If you notice that your shipping address is incorrect, please contact us at info@hawthorneandco.com as soon as possible, preferably within 24 hours of placing your order.

We will make reasonable efforts to assist with address corrections before an order is shipped, but we cannot guarantee that changes can be made after fulfillment has begun.

If an order is returned to us or our fulfillment partner because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply to reship the order.

10. Contact Us

If you have any questions about this Return & Refund Policy or need assistance with a return, please contact us:

Hawthorne & Co.
Klaproosplein 25
Bergen op Zoom, Netherlands
Email: info@hawthorneandco.com