Refund policy
We are committed to providing our customers with the best customer service.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. We charge a 20% restocking fee.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and ensure to take proper protective cautions so item is not damaged.
To start a return, you can contact us at sales@heartfeltfamilygift.com. Please note that returns will need to be sent to the proper returns address to be credited.
We will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@heartfeltfamilygift.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), orders claimed to made in "error" and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases, expedited shipping, or package protection. Please get in touch if you have questions or concerns about your specific item. We will not accept returns on orders due to the delay of shipping partners.
Unfortunately, we cannot accept returns on sale items or gift cards.
Defective Items/Wrong Order Sent
In the rare event an item is not described (wrong name/variant/base issues) please contact us first and we will send a free replacement free of charge. No need to return the original item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@heartfeltfamilygift.com.
To be eligible for a return/refund your item must be returned in original condition (original packaging, tag, un-laundered). No exceptions. If an item is damaged due to improper packaging precautions return will not be accepted.
To request a return, you must contact us within 30 days from the date of delivery. Return request made beyond 30 days will be refused. To contact us, click on the "contact us" link at the top of our website and include a reference to your order number as well as the reason why you wish to return the item.
Original shipping fees, if applicable, are not refundable and the buyer is responsible for return shipping cost as well as a 20% restocking fee for any item that did not have errors on our part.