Cancel an order

You can cancel free of charge — our cancellation window is before dispatch

There is no cancellation fee and no restocking charge. The only limit is timing — once an order has been handed to the carrier, it has to be refused at the door or returned instead, and our Returns & Refunds policy sets out what each one costs.

Send your cancellation request through hearthsweep.store, or email support@hearthsweep.store with "Cancel" and your order number in the subject line.

Timing

Order status	Can I cancel?	What happens
Order received	Yes	Cancelled immediately, full refund
Processing	Usually — a 1–2 business days window	We pull it from the queue if it has not been handed over
Dispatched / In transit	No	Refuse delivery, or return it within 30 days of delivery under our Returns & Refunds policy
Delivered	No	Request a return within 30 days of delivery

Because handling is only 1–2 business days, the cancellation window is short. Send the request as soon as you decide — the timestamp on your email is what we go by.

What you need

• Your order number
• The email address used on the order
• Whether you want to cancel the whole order or specific items

Partial cancellations are fine. If cancelling part of an order drops it below a promotional threshold, we will tell you what changes before processing.

Your refund

• Cancellation confirmed by email within 1 business day
• Refund issued through Stripe to your original payment method, in full, including any tax charged
• Posts to your statement in 3–10 business days, depending on your bank

Nothing is deducted for a cancellation made before dispatch.

A note on pending charges: if you cancel within a few hours of ordering, your bank may show the original authorization as "pending" for a day or two before it drops off. That is your bank releasing the hold, not a second charge.

If your order already shipped

Two options:

1. Refuse the delivery. Tell the carrier you are refusing the parcel and it returns to us automatically. A parcel you refuse at the door and never accept is refunded in full less the actual return-freight cost the carrier charges us — no restocking fee, no outbound deduction, and no RMA needed. Accepting the parcel and sending it back later is a change-of-mind return instead, and carries the deductions set out under Who Pays Return Shipping in our Returns & Refunds policy.
2. Accept it and return it. You have 30 days from delivery to request a return. See our Returns & Refunds policy for the RMA process and what a change-of-mind return costs.

If the item is defective, damaged, wrong, or not as described, neither option costs you anything — we cover return shipping in full.

Orders we cancel

We may cancel and refund an order ourselves if stock turns out to be unavailable, we cannot verify billing or shipping details, fraud screening flags the order, or an item was listed at an incorrect price. We always email you first, and the refund is always in full.

Under the FTC's 30-day rule, if we cannot ship within our stated window we will email you before it expires with the option to cancel for a full refund. See our Shipping Policy.

Contact

Email: support@hearthsweep.store
Phone: +1 (970) 666-8417
Hours: Monday–Friday, 9:00 AM – 6:00 PM

Hearthsweep
1812 Roanoke Ave, 40205 Louisville, Kentucky, United States