At Hearth & Hungry, your satisfaction is our priority. We're committed to delivering the highest quality food products to your doorstep. If something isn't quite right with your order, we're here to help make it right.
Our Promise to You
- Quality products every time
- Fast resolution within 24-48 hours
- Hassle-free process with clear communication
- Food safety as our top priority
When Can I Request a Refund or Exchange?
We gladly accept exchanges and issue refunds within the 14 day window in the following situations:
Tin arrived visibly damaged, dented, or compromised in transit
Seal was broken upon delivery (unopened by customer)
Wrong product delivered
Product is within shelf life but has visible defect upon opening (discoloration, off smell) — reported within 24 hours of opening
Important Requirements
To ensure food safety and quality, please note:
- Products must be in original packaging
- All issues must be reported within 24 hours of opening (product must be within the BB date window)
- For verification, we will ask you to kindly send photos of the product/packaging via WhatsApp at 0330-7033083 to process your claim
What We Cannot Accept
For food safety reasons, we cannot process returns, refunds, or exchanges if:
- Product has been opened and partially consumed
- Customer changed their mind after delivery
- Improper storage by customer after delivery
- Complaints raised more than 24 hours after opening
- Damaged packaging due to customer handling
How to Request a Exchange/Refund
It's easy and simple. Just follow these steps:
- Contact Us - Reach out to us via WhatsApp at 0330-7033083 or email us within the 14 day window and within 24 hours of opening at hello@hearthandhungry.com with your order number, a brief description of the issue along with photos of the tin can and seal as proof. This helps us identify the problem and prevent it in the future.
- We Investigate - Our team will review your case within 24-48 hours from the time of your claim.
- Resolution - We'll offer the best solution for your situation - usually a refund, replacement, or store credit. (Please note that customers falling within Zone A (within Sindh excluding Karachi shall be offered refund/ store credit rather than replacement).
What to Expect
Damaged or Spoiled Products received at Delivery:
You will receive a full refund to your original payment method OR a replacement shipment at no charge.
Alternatively, we also offer 100% store credit if you prefer to use it toward future orders.
Wrong Item Sent:
We'll send you the correct item right away. If the wrong item is unopened, you're welcome to keep it as our apology.
Missing Items:
We'll ship the missing items at no charge, or issue a partial refund for those items.
Expired Products:
This should never happen! However, if it does we'll issue an immediate full refund AND send a replacement to you.
Refund Timeline
- Refunds are processed within 2-4 business days (Monday-Friday) after approval
- Replacement shipments go out within 1-3 business days (Monday-Friday)
- Store credit is issued immediately upon resolution
Need Help?
Our customer care team is here for you:
- Email: hello@hearthandhungry.com
- Response time: Within 2 hours during business hours
- We're available Monday-Friday, 11 AM - 6 PM
