Refund policy
At Harolds Finishing Touches, we are a small, considered business, and every piece is selected with care. We genuinely want you to love what you receive, and we will always do our best to provide a fair and thoughtful resolution should something not feel quite right.
To ensure clarity for all, the following terms apply to all purchases made through our store.
Choosing Carefully
We encourage all customers to review product descriptions, dimensions, and imagery carefully prior to purchase.
All measurements are clearly listed on each product page. It is the customer’s responsibility to ensure the scale and suitability of an item for their space before ordering.
Product Imagery & Variation
We take great care to present our products as accurately as possible.
However, due to lighting, styling, and individual screen settings, items may vary slightly in colour, tone, and finish. Styling imagery is intended to inspire and may not reflect exact proportions or scale.
Pieces that are handcrafted, vintage-inspired, or intentionally finished with character may include natural variation. These are considered part of the design and not faults.
Change of Mind
We do not offer refunds for change of mind.
Change of mind includes, but is not limited to:
- Preference for a different size, colour, or finish
- Items appearing larger or smaller than expected
- A change in styling direction or suitability for your space
At our discretion, we may offer a store credit or exchange where an item is returned in its original condition, unused and in original packaging.
Return shipping costs are the responsibility of the customer.
Faulty or Incorrect Items
We will happily provide a refund, exchange, or store credit if an item is:
- Faulty
- Incorrectly supplied
- Materially different from the written product description
All claims must be submitted within 48 hours of delivery.
We may request photographs and additional information to assess the issue before approving a return.
If approved, we will provide instructions for return and cover reasonable return shipping costs.
Our Resolution Process
All returns must be approved by our team prior to being sent back.
Unapproved returns may not be accepted.
Items must be returned:
- In original condition
- Unused
- With all original packaging intact
We reserve the right to decline returns that do not meet these conditions.
Shipping & Responsibility
Once an order has been dispatched, it is considered in the care of the shipping provider.
We are not responsible for delays, loss, or damage caused in transit, however we will always assist where possible to help resolve any issues with the carrier.
We recommend selecting Authority to Leave at checkout where suitable.
Payment Disputes & Chargebacks
If a payment dispute or chargeback is initiated, including through third-party providers such as Afterpay, the order will be placed under review.
During this time:
- Standard return processes may be paused
- We reserve the right to decline additional refunds where a payment reversal has already been initiated
We encourage customers to contact us directly so we can resolve any concerns quickly and fairly.
Right to Refuse or Cancel Orders
We reserve the right to refuse or cancel any order at our discretion.
This may include, but is not limited to, situations where we believe an order may be fraudulent, where there has been a breach of our terms, or where a fair resolution cannot be reached.
In such cases, any payment received will be refunded.
Limited Availability
Many of our pieces are produced in small runs and limited quantities.
Once sold out, items are often not restocked.
EU Customers - Right of Withdrawal
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with Directive 2011/83/EU.
To exercise your right of withdrawal, notify us within 14 days of delivery by emailing hello@haroldsfinishingtouches.com with your order number and a clear statement of your decision to withdraw.
Returning your order:
- Items must be returned unused and in their original packaging
- Return shipping costs are the responsibility of the customer
- All returns must be approved before dispatch, please wait for our confirmation before sending
Refunds: Once we receive the returned goods, we will issue a full refund of the purchase price within 14 days, using the same payment method as your original order.
Exceptions: The right of withdrawal does not apply to goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery, or to goods made to your specification or clearly personalised.
This section applies to EU customers only and does not limit any statutory rights you may have under applicable EU law.
A Final Note
We are a small rural store, not a large warehouse, and we approach every order with care and intention.
We believe in fairness on both sides and will always aim to resolve concerns in a way that feels considered, respectful, and balanced.