Refund Policy

At our store, we are dedicated to providing a smooth and reliable shopping experience. Please review our policies regarding order cancellations, returns, exchanges, and refunds before placing an order.

1. Order Cancellations & Modifications

  • Orders can be canceled before they are shipped.

  • Cancellation or modification requests must be submitted within 12 hours of order confirmation.

  • Once the order is being processed, packaged, or shipped, cancellations cannot be accommodated.

  • A processing fee of 6.9% + $1 applies to cover administrative and payment processing costs.

2. Return Policy

  • Returns are accepted within 30 days from purchase or 14 days from delivery, whichever is later.

  • Items must be unused, in their original condition, and returned with all original packaging and accessories.

  • Customers are responsible for return shipping costs, unless the return is due to a defective, damaged, or incorrect item.

  • To initiate a return, contact our support team at service@heartssoldseparately.us before sending any items.

3. Refund Policy

  • Refunds are issued if items:

    • Do not arrive within the guaranteed delivery period

    • Arrive damaged or incorrect

  • Documentation (e.g., photos, videos, order number, and customer name) must be provided.

  • Refunds for buyer’s remorse are allowed, but return shipping costs are the customer’s responsibility.

  • Refunds are processed after inspection of returned items and credited to the original payment method.

4. Exchange Policy

  • If an item is undelivered due to carrier error, a replacement will be sent free of charge.

  • If incorrect shipping details are provided by the customer, replacement costs are the customer’s responsibility.

5. Exceptions & Limitations

Returns and refunds will not be granted in the following situations:

  • Orders delayed due to customer errors (e.g., incorrect address, unresponsive delivery attempts)

  • Items in transit that cannot be intercepted

  • Pre-order or custom-made products, unless defective

  • Unauthorized returns

  • Packages lost or stolen after delivery confirmation

  • Returns affected by customs issues, natural disasters, or other force majeure events

6. Undeliverable Packages

  • If delivery fails, we will attempt to contact the customer via the provided email.

  • If no response is received due to incorrect contact information and the package is returned or destroyed, we are not liable for the loss.

7. International Orders

  • International shipments may incur customs duties or import fees based on local regulations.

  • Customers are advised to verify shipping details before placing international orders. Returns or cancellations due to shipping or customs fees are generally not accepted.

8. Contact Us

For assistance regarding cancellations, returns, exchanges, or refunds, please contact service@heartssoldseparately.us. Our team is ready to help and ensure your experience with our store is seamless and satisfactory.