Refund policy

30-Day Money-Back Guarantee

Use it for 30 days. Not right for you? Email us and we refund you in full. No restocking fee, no hoops.

Holiday orders

Anything ordered between November 1 and December 24, 2026 is covered through January 31, 2027. Gifts are covered too: the person who opens the box gets the full guarantee.

How it works

1. Email hello@hearthandhaul.com with your order number and a sentence about what is wrong.
2. We answer within one business day. A real person, not a ticket queue.
3. You choose: a full refund of what you paid, a free replacement unit, or a partial refund if you would rather keep it. If something is not working, a photo or a 10-second video helps, and it is often a charging or settings issue we can sort out in that first reply. You never have to troubleshoot to get your refund.
4. Refunds go back to your original payment method within 3 business days. We send you a confirmation email with the reference.

Please do not ship it back on your own

Your lunch box has a lithium-ion battery built in. Once it has been used, US Department of Transportation and USPS rules classify it as a restricted shipment: ground transportation only, with specific hazard markings on the outside of the box. A package sent without a return authorization and the correct markings can be refused at the counter, delayed, fined, or destroyed in transit. So please do not buy a shipping label yourself. In most cases we will not ask for the unit back at all. If we ever do need it, we will email you a return authorization with prepaid, compliant shipping instructions, and we pay for it. Your refund does not depend on the unit coming back.

When you are done with it

If we refund you and you keep the unit, please do not put it in household waste. A lithium battery does not belong in a bin. Most US hardware and electronics retailers take them back free through Call2Recycle drop-off points.

What is covered

A unit that does not heat. A battery that will not hold a charge. Damage in transit. A missing or damaged part. And plain "it is not what I expected" within the guarantee window.

What is not covered

Units that have been dropped, submerged, opened, or modified. Normal wear on the lid seal after months of daily use. Packages marked delivered and then lost or stolen at your address, though we will always help you open a carrier claim. Claims made after the guarantee window closes. Units bought anywhere other than this website: we have no way to verify them, and we would rather say so than pretend.

One guarantee claim per order. This guarantee covers the buyer, or the person who received it as a gift. It does not affect any rights you have under the laws of your state.

Questions before you buy? Email hello@hearthandhaul.com. We answer within one business day.

Hearth & Haul, a sole proprietorship registered in France (entrepreneur individuel), SIRET 943 105 775 00010