Returns & Refunds
Returns and order care
Returns & Refunds
If an appliance is not right for your kitchen, start with the HearthNexa support team. We will review the order details and explain the next available step.
Please contact us before sending any item back. An unapproved return may delay review.
A guided process
How to request a return
Keep the appliance, included parts, packaging, and order information together while the request is reviewed.
Contact support
Share your order number, the item name, and a clear explanation of the issue or reason for return.
Provide details
Photos may be requested for an item that arrived damaged, incomplete, or different from the order.
Follow instructions
If the return can move forward, HearthNexa will provide the applicable return and packing instructions.
Review and outcome
The returned item is reviewed before the available refund, replacement, or other resolution is confirmed.
What we review
Keep the return complete and protected
- Item condition The appliance should be protected from additional damage while the request is being handled.
- Parts and accessories Keep manuals, attachments, inserts, and other included components together.
- Food-contact surfaces Clean and dry removable food-contact parts before packing, when it is safe to do so.
- Return authorization Use the instructions supplied by HearthNexa so the return can be identified and reviewed correctly.
Refund details
What happens after review
Eligibility and available outcomes depend on the order details, product condition, and applicable consumer protections.
Original payment method
Approved refunds are normally issued to the original payment method used at checkout.
Posting time
After a refund is issued, your bank or payment provider controls how quickly it appears in your account.
Return-related charges
Any applicable shipping or return cost will be explained during the review before you send the item.
Case-by-case review
Items showing misuse, avoidable damage, missing essential parts, or an unapproved return may not qualify for a full refund.
Helpful answers
Return questions
Keep your order confirmation available so the team can locate the purchase quickly.
What if my order arrived damaged or incomplete?
Contact HearthNexa promptly and keep the packaging. Include your order number and clear photos of the item, packaging, and shipping label when available.
Should I send the appliance back immediately?
No. Contact the support team first and wait for return instructions. This helps ensure the item is sent to the correct location with the information needed for review.
When will an approved refund appear?
HearthNexa can confirm when the refund has been issued. The final posting time depends on the bank or payment provider connected to the original payment method.
Can a used appliance be returned?
Contact support with the order details and current condition. The team will review the request based on the item, the reason for return, and any applicable consumer rights.
Start a request
Tell us what happened
Email info@hearthnexa.lat or call 8475199022. Include your order number for faster review.