Refund & Replacement
30-Day Comprehensive Refund/Replacement Guarantee:
Our commitment to satisfaction is reflected in our 30-day Complete Refund or Complimentary Replacement Policy. If eligible for a refund or replacement, you won't need to worry about returning the original item.
Eligibility for Full Refund or Free Replacement:
- Received items are defective, damaged, broken, or malfunctioning.
- The delivered item diverges from its description or specified customization.
- Discrepancies in the size or dimensions of the item.
- Instances of lost or missing items.
Exclusions from Refund and Replacement:
Our policy does not extend to the following circumstances:
- Requests submitted beyond 30 days after delivery.
- Selection errors regarding size, product, address, or custom details by the customer.
- Damage resulting from misuse, improper handling, or lack of maintenance.
- Items altered by washing, wearing, or soiling due to customer handling.
- Returns based solely on personal preference, change of heart, or taste.
- Items bought during promotional sales or with special discounts.
Procedure for Refund and Replacement Service:
- Initiate your claim by emailing us at support@heartmelting.net
- Provide details for the refund or replacement request, including photos of the item and its packaging, showcasing the shipping label for a thorough assessment.
- We will process your refund or arrange a replacement after reviewing your submission.
Refund Timing:
Once approved, refunds are processed back to your original payment method within the following timeframes:
- Credit Cards: Expect the funds within up to 10 business days.
- PayPal: Funds should reflect in 3 to 5 business days.
Your satisfaction and peace of mind are paramount, and we're here to ensure a smooth and supportive resolution process.