Refund policy

 

Last Updated: January 17, 2025

We want you to be completely satisfied with your purchase. If you're not satisfied, we offer a straightforward return policy so you can shop with confidence. Please read the following details carefully.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Be in its original condition, unused, and undamaged.
  • Be returned within 15 days from the date of delivery.
  • Be accompanied by the original receipt or proof of purchase.

Items that cannot be returned:

  • Gift cards or digital products.
  • Personalized or custom-made items.
  • Items that have been opened or used and are no longer in resalable condition (unless faulty).
  • Sale or clearance items (unless otherwise specified).

2. Return Process

To initiate a return:

  1. Contact Us by Email: Please email us at 2the.hart.company@gmail.com to request a return. Provide your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Once we review your request, we will provide you with a Return Authorization Number (RAN) and instructions on how to return the item.
  3. Return Shipping: You are responsible for the cost of return shipping, unless the item is defective, damaged, or incorrect.
  4. Packing the Item: Please pack the item securely in its original packaging (if available) along with any accessories, documentation, or manuals that came with it.
  5. Send the Return: Ship the return to the address provided by us in the return instructions.

3. Refunds

  • Once we receive and inspect your return, we will notify you by email.
  • If your return is approved, we will process a refund to the original payment method.
  • Refunds will be issued within 10 days of receiving the returned item. Please note that your bank or payment provider may take additional time to process the refund.
  • If your return is not approved (e.g., item is used or damaged), we will notify you, and the item will be returned to you at your cost.

4. Exchanges

  • We do not offer direct exchanges at this time. If you wish to exchange an item, please return it and place a new order.

5. Defective or Damaged Items

If your item is defective, damaged, or incorrect:

  • Please contact us within 15 days of receiving the item.
  • Provide details of the issue, including photos of the damage or defect, and we will guide you through the return or exchange process.
  • We will cover the cost of return shipping for defective, damaged, or incorrect items.

6. Non-Refundable Items

Please note that the following items are not eligible for returns or refunds:

  • Items marked as final sale or non-returnable at checkout.
  • Customized or personalized products.
  • Items that are opened, used, or damaged due to customer error.

7. Contact Information

If you have any questions or need assistance with the return process, please contact us by email at 2the.hart.company@gmail.com.