Terms of service

Last updated August 2026

Welcome to Hearthwood. These terms cover how the marketplace works for everyone who uses it. By creating an account or placing an order you're agreeing to them — they're written to be read, so please do.

1. What Hearthwood is

Hearthwood is a marketplace: the shops on it are independent sellers who list and fulfil their own listings. When you buy something, your purchase contract is with that seller — Hearthwood provides the platform, the checkout, and the tools both sides use, and takes a fee from each sale for doing so.

2. Your account

Keep your sign-in details to yourself, keep your account information accurate, and don't impersonate anyone. You're responsible for what happens under your account. We can suspend accounts that break these terms or abuse other people on the platform.

3. Buying

The price you pay is the price shown at checkout (including any live discount and anything the shop adds, itemised before you pay). Payment is taken at checkout by Stripe, our payment processor; your order exists once payment succeeds, and you'll get a confirmation with the order number. Items from different shops are separate orders, each paid to that shop.

4. Refunds

The refund policy is the marketplace's and is shown on every listing. If something isn't right, message the shop first through Messages — most things are sorted quickly. Refunds are issued by the seller through the platform and go back to your original payment method. If a seller won't engage, contact us via the help page and we'll step in.

5. Selling

Sellers join by opening a shop and completing payment onboarding with Stripe before they can take orders. Hearthwood deducts its platform fee from each sale at the moment of payment — the fee applies to the price of the items sold. Sellers are responsible for their listings being accurate, what they sell being what they describe and theirs to sell, and their own taxes. Misdescribed or infringing listings, or abusive behaviour, can end in delisting or suspension.

6. Messages and reviews

Messaging exists so buyers and sellers can talk about listings and orders — keep purchases and payments on the platform; deals arranged off-platform aren't covered by buyer protection. Reviews can only be left on real orders, and both the review and any photo you attach are public on the shop's page. No spam, no harassment, no attempts to move payment off the platform; we may remove content or close conversations that cross those lines, and either side can report a conversation to the marketplace team.

7. Content and ownership

Sellers own the photos and words on their listings and give Hearthwood permission to display them to run and promote the marketplace. Don't upload content you don't have the rights to, and don't copy another seller's work or photography.

8. Our role and limits

We work to keep the marketplace running, honest, and safe, but the platform is provided as-is: we don't make what the shops sell and can't guarantee a shop's items, timing, or quality of work. To the extent the law allows, our liability for any purchase is limited to the amount you paid for it. Nothing in these terms removes rights you have as a consumer under the law where you live.

9. Changes

We may update these terms as the marketplace evolves. When we make a meaningful change, the date at the top changes with it; continuing to use Hearthwood after that means you accept the updated terms.

Questions

Anything unclear — reach us through the help page.