Return and Refund Policy

Last updated: October 22, 2026

What you can do with a blanket you've bought depends on how long it's been since it was delivered — and, before that, on how long it's been since you ordered. This policy runs along that line: the first 5 minutes after ordering, delivery day to the third business day, day 4 to day 30, and after day 30. Then the parts that don't depend on the day: what happens at the returns center, what "unused" means for a blanket or a heated blanket, what isn't a fault, and the rules that apply throughout. No package comes back to us before an email has gone to us. Everything below applies to orders delivered to addresses in the United States.

Before delivery: the first 5 minutes after ordering

Every confirmed order is sent to our fulfillment center automatically and moves into packing within minutes, so an order can only be canceled or changed within 5 minutes of being placed — and that includes address changes. Email support@hendrano.com right away with your order number and "CANCEL" in the subject line. What counts is when your email reaches us; every cancellation is confirmed in writing, and the full amount — any Shipping Protection fee included — goes back to the original payment method. Once the 5 minutes have passed we're unable to stop, change or cancel the order — including if you've changed your mind, found the blanket elsewhere or are concerned about the delivery time. The package will ship; accept it and use the options below. Refusing it at the door, or leaving it uncollected, is neither a cancellation nor a return (see our Shipping Policy, "What no standard covers").

Delivery day to the third business day: every option is open

The delivery date is the one the carrier records. For 3 business days after it, two options are open at once.

Option A — the item arrived damaged, faulty, incomplete or wrong: a replacement. Before putting the blanket into use, email us your order number and clear photos: a close-up of the problem, the whole blanket laid flat, the label and — for transit damage — the outer box with the shipping label, taken before the box goes out for recycling. For a heated blanket that doesn't warm up, a short video of the controller helps more than a paragraph. Without those photos there's nothing to build a carrier claim on, so none can be filed. What qualifies: a heated blanket that doesn't warm up when correctly connected, or a controller that won't switch on; a hole, tear, scorch mark or large open seam on arrival; a missing item, controller, cable or accessory; an item that differs from your order confirmation (wrong design, size, color or variant); or transit damage. We assess every claim within 2 business days and, once the fault or error is confirmed, send a replacement free of charge — the same item, or the missing or broken part where that solves it. These cases end with a replacement, not a refund; if the exact item is no longer available, we agree with you on the same design in another color or a comparable item of equal value. You don't ship the faulty item back unless we ask — and if we do, we pay the shipping. A package the carrier confirms as lost is handled the same way (see our Shipping Policy): a replacement, with a refund only if none is available.

Option B — you've changed your mind: a return. Available from delivery day onward, on the terms in the next section.

Day 4 to day 30: a change-of-mind return

The window. A return can be requested within 30 days of the delivery date the carrier recorded — for any reason, and without having to give one. The date of your email is what counts, not the date the package reaches us. A sale item returns on exactly the same terms as a full-price one, and the order number is all the proof of purchase we ask for. A fault reported in this period — after the third business day, or after the blanket has been used — can't be accepted as a fault claim; an unused item can still come back as a change-of-mind return, at your cost.

Step 1 — the email. Write to support@hendrano.com with your order number, which item(s) you're returning and the reason — "changed my mind" is a complete reason. No form, no return authorization number. Don't ship anything yet.

Step 2 — our approval, within 2 business days. If the return meets the conditions, our reply is the written approval and carries the return instructions and the address of our returns center in the United Kingdom. That address exists only in that email — it isn't on this page, and it isn't our business address, a mailing address where no package can be received. A package shipped without approval, sent anywhere else, or arriving more than 30 days after approval can't be tied to an order and can't be refunded.

Step 3 — the shipment, within 14 days of approval. We don't operate a returns address in the United States, so every return is an international shipment: you choose the carrier, pay the international tracked shipping and keep the receipt. That cost isn't reimbursed, and we don't issue prepaid labels or offer free returns — check the price before requesting a return, because a blanket is light but bulky and international shipping is priced by size as well as weight. The only exception is a confirmed fault under Option A where we've asked for the item back. Pack the blanket in its original packaging inside an outer bag or box that carries the label, with your order number on the outside and on a note inside, and only the items we've approved; a heated blanket goes back with its controller and cable. Complete the customs declaration as "Returned goods – no commercial value" — a package arriving with import duties, taxes or handling fees due is refused by the returns center, sent back to you and can't be refunded. Email us the tracking number and keep the proof of shipment until the refund has landed: until the package reaches our returns center it's your responsibility, and a return that's lost, damaged in transit or can't be traced can't be refunded.

After day 30: the window has closed

A change-of-mind return requested after 30 days can't be accepted, and a fault claim is only open for the first 3 business days. Nothing on this page carries beyond those dates, which is why the product page — dimensions, materials, wattage for a heated blanket, care instructions — is worth reading before you order, and why a question to us before buying is always welcome.

At the returns center, whatever the day

Inspection within 3 business days of arrival. The returns center checks the package against the approval and the blanket against "What 'unused' means", and emails you the outcome. A blanket that has been slept under, washed or shows signs of use, or a heated blanket that has run through a cold week, doesn't meet the conditions: we contact you with what we see before deciding anything, and either refund a reduced amount that reflects the actual loss in value — an assessment, not a penalty, and we tell you what it's based on — or decline the return. A declined item can be shipped back to you at your cost if you ask within 14 days. A blanket that gets damaged on the way back because it was packed loosely can't be refunded in full.

Refund within 7 business days of a successful inspection — and in any case within 14 days of the return reaching us — to the original payment method. Allow your bank or card issuer a further 5–10 business days to post it; if it still hasn't appeared, email us and we'll give you the transaction reference to quote to them. You get back what you paid for the returned item(s), with any promotional discount spread proportionally across the items in the order. No restocking, handling or administration fee is deducted. Return shipping isn't refunded (except where we've asked you to return a confirmed faulty item), the Shipping Protection fee isn't refunded once the order has shipped, refunds aren't issued as store credit unless you ask for it, and we can't refund to a different card, account or person.

What "unused" means for a blanket or a heated blanket

You may open the box, unfold the blanket, feel the fabric and the weight, drape it over the sofa to see the color in your own light, and plug a heated blanket in briefly to check that it warms up — that's how it's bought in a store, and it doesn't cost you the return. Beyond that, the item comes back as it left us: unused and unwashed, with no signs of use, odors or pet hair; with every tag and label attached and with the controller, cable, storage bag or gift box it came with; folded into its original packaging, inside an outer bag or box. Hold on to the packaging until you've decided the blanket is staying.

What isn't a fault

Our blankets and heated blankets are produced in batches, with finishing partly done by hand. The characteristics below are part of the product rather than faults: an unused blanket with them can go back as a change-of-mind return (at your cost), but they don't earn a free return or a replacement.

• Fold marks and creases from the packaging — they relax after airing or the first wash.
• Some shedding from fleece, sherpa and faux-fur pile during the first few uses; shake the blanket out or wash it once according to the care label.
• Pilling where the fabric rubs, the odd loose thread, and a fringe, tassel or binding that isn't perfectly even — a short open seam of up to about an inch (2 cm) in a hem or binding is a finishing matter we'll gladly advise on, not a fault.
• Slight dye transfer in the first wash (wash new items on their own, especially dark colors) and shrinkage within the tolerance on the care label.
• A shade that differs from your screen, from photo lighting or normal batch variation, and small differences in trim compared with the product photo.
• A difference of up to about an inch (2–3 cm) between the measurements on the product page and the blanket, or between two blankets of the same design, measured flat without fringe or tassels.
• A slight warm smell when a heated blanket is first switched on, some zones feeling a touch warmer than others, and a controller that turns the blanket off on a timer or cycles the heat — all of it by design.
• The blanket doesn't suit your room, bed or needs, you no longer need it, you ordered the wrong size, color or variant, or you found it cheaper elsewhere.
• Damage after delivery: washing or drying contrary to the care label, bleach, snags from jewelry, zippers or pets, burns, a heated blanket folded or creased sharply while switched on or in storage, a heated blanket used together with another heating product or washed with the controller attached, alterations, repairs or accidents.

Rules that don't depend on the day

Email first, always. Every return needs our written approval before anything ships, and the returns center address is shared only in that approval.

Exchanges. We don't process exchanges — a true exchange would mean waiting for your blanket to cross the Atlantic before the replacement ships. Return the unused item for a refund and place a new order for the one you'd rather have; the new item ships right away. Tell us in your first email which design, size or color you want and we'll check it's in stock before you ship anything.

Sizes and colors. Dimensions, materials and care instructions are listed on every product page. Please check the size against your bed or sofa before ordering; because this information is available before purchase, an item that's the wrong size, or a shade different from your screen, isn't a fault — it's a change-of-mind return.

What can't be returned. Anything used, washed, tumble-dried or dry-cleaned; anything with its tags removed, or a heated blanket whose controller or cable has been cut, altered or lost; custom-made, personalized or embroidered items; gift cards.

Fair use. We watch for return patterns so that the process stays fair to everyone. Repeated returns of used blankets, claims with nothing to support them, or returned items that aren't the ones bought may lead us to decline a return and to refuse future orders.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@hendrano.com