Refund policy
Refund & Return Policy
At HeartKeeps, we want you to love what you receive. Please read our policy carefully before placing your order.
Standard Non-Personalized Products
Non-personalized products may be returned within 30 days of delivery, provided they are unused, unworn, and in their original packaging.
To request a return, contact us at heartkepps@gmail.com and include your order number and the reason for the return.
Customers are responsible for return shipping costs for standard returns. Original shipping costs are non-refundable unless the product was damaged, defective, or incorrect.
Personalized and Made-to-Order Products
Because personalized and made-to-order items are created specifically for you, they cannot be returned or exchanged because of:
- A change of mind
- An incorrect size selected by the customer
- A spelling or personalization mistake entered by the customer
- Personal preference
Personalized and made-to-order products are final sale unless they arrive damaged, defective, incorrect, or different from the order placed.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or different from what you ordered, contact us within 30 days of delivery at heartkepps@gmail.com.
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
After reviewing the request, we may offer a replacement, repair, or full refund.
Order Cancellations and Changes
Orders may only be canceled or modified before production begins.
Because production may begin shortly after an order is placed, contact us immediately at heartkepps@gmail.com if you need to request a cancellation or change.
Once production has started or the order has shipped, cancellation or modification may no longer be possible.
Returns Process
Do not return an item without contacting us first.
If your return is approved, we will provide instructions for where and how to send the item. Items returned without prior approval may not be accepted.
Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless the order was damaged, defective, or incorrect.
Contact Us
For questions about returns, refunds, damaged items, or cancellations, contact:
heartkepps@gmail.com
We typically respond within 1–2 business days.