Refund policy

Return & Refund Policy

At Hawthorne Vancouver, your satisfaction is important to us. If for any reason you are not completely satisfied with your purchase, you may request a return or refund in accordance with the terms below.

1. 30-Day Return Guarantee
In addition to your statutory rights, Hawthorne Vancouver offers a voluntary 30-day return period from the date you receive your order. To be eligible for a return, items must:

  • Be unworn and unused
  • Be unwashed
  • Be in their original condition
  • Include all original tags attached
  • Be returned in their original packaging
  • Be free from stains, makeup marks, perfume scents, deodorant residue, or any other signs of wear

Hawthorne Vancouver reserves the right to refuse returns that do not meet these requirements.

2. Right of Withdrawal
Where applicable under local consumer protection laws, customers may have the right to withdraw from their purchase within 14 days of receiving their order without providing a reason. To exercise this right, customers must notify Hawthorne Vancouver before the withdrawal period expires. After notifying us, customers have an additional 14 days to return the products.

3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:

  • Underwear and intimate garments
  • Opened or used hygiene products
  • Personalized or made-to-order products
  • Gift cards

4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. Please include:

  • Your order number
  • A description of the issue
  • Clear photos of the product
  • Your full name
  • The email address used for the order

After reviewing your request, Hawthorne Vancouver may, at its sole discretion:

  • Send a replacement item
  • Issue a partial refund
  • Issue a full refund

5. Return Process
To request a return, please contact our customer support team at:
Email: info@hawthornevancouver.com
Please include:

  • Your order number
  • Reason for return
  • Photos of the product (if applicable)
  • Your full name
  • The email address used for your purchase

All returns must be approved by our customer support team before being shipped. Returns sent without prior authorization may be refused and may not be processed.

6. International Returns
Hawthorne Vancouver works with international production and fulfillment partners. Approved returns may need to be sent to our international fulfillment facility in China. The exact return address will be provided after your return request has been approved.

7. Return Shipping Costs
Unless otherwise required by applicable law, customers are responsible for return shipping costs. Original shipping charges are non-refundable. We strongly recommend using a tracked shipping service, as Hawthorne Vancouver cannot be held responsible for lost, damaged, or undelivered return packages.

8. Refunds
Once your returned item has been received and inspected, you will be notified by email regarding the status of your refund. If approved, the refund will be issued to the original payment method used for the purchase. Please allow up to 14 business days for the refund to appear, depending on your bank or payment provider.

9. Order Cancellations
Orders may be cancelled free of charge within 24 hours of being placed. Once an order has been processed or shipped, cancellation cannot be guaranteed.

10. Shipping Times
Hawthorne Vancouver works with international production and logistics partners. Shipping times displayed on our website are estimates only and may vary due to customs procedures, transportation conditions, peak seasons, or other circumstances beyond our reasonable control. Hawthorne Vancouver cannot be held responsible for delays caused by factors outside of our control.

11. Contact Us
If you have any questions regarding returns, refunds, or your order, please contact us:
Hawthorne Vancouver
Email: info@hawthornevancouver.com