Refund policy
Refund & Returns Policy
At Heartlyne, many of our products are made to order and, in some cases, personalized specifically for each customer. Please read this policy carefully before placing your order.
1. Made-to-Order & Personalized Products
Most Heartlyne items are produced on demand, and personalized products are created exclusively based on the information provided by the customer.
For this reason:
- Manufacturing defects
- Printing errors
- Items received damaged or incorrect
Personalized products are not eligible for returns or refunds, except in cases of:
If an issue occurs, please contact us within 7 days of delivery with clear photos of the problem.
Once verified, we will offer one of the following solutions:
- A free replacement, or
- A full refund
2. Non-Personalized Products
For non-personalized items, we accept returns within 14 days of delivery, in accordance with consumer protection regulations.
To be eligible for a return, items must:
- Be unused and unworn
- Be in original condition
- Be returned in original packaging
Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
3. Defective, Damaged, or Incorrect Items
If your order arrives damaged, defective, or different from what was ordered, please contact us within 7 days of delivery and include:
- Your order number
- Photos clearly showing the issue
After verification, we will offer:
- A free replacement, or
- A full refund
We do not require defective items to be returned unless otherwise stated.
4. Items Not Eligible for Refunds
Refunds or returns will not be accepted in the following cases:
- Incorrect size selection
- Personal preference or change of mind (for personalized items)
- Incorrect personalization details submitted by the customer
- Minor variations in colour or placement due to screen settings or the production process
5. Order Cancellations & Changes
As most items are made to order, cancellations or changes can only be accepted shortly after purchase, before production begins.
If you need to request a change or cancellation, please contact us immediately. Once production has started, changes or cancellations are no longer possible.
6. Refund Processing
Once a refund is approved:
- Refunds are issued to the original payment method
- Processing times may vary depending on your payment provider
- Shipping fees are non-refundable, except in cases of defects or errors
7. Contact Information
If you have any questions about this policy or need assistance with an order, please contact us at:
heart.lynee@gmail.com
We aim to respond within 24–48 business hours.