Refund policy

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Return & Refund Policy

At Heartmoire, every creation is made to tell your story. Each piece is handcrafted and customized exclusively for you, which makes our process deeply personal — and slightly different from regular products.

Please read our Return & Refund Policy carefully before placing an order.

1. Made-to-Order & Custom Products

All Heartmoire products are custom-made and personalized based on the photos, details, and inputs provided by you at the time of order.

Because of the personalized nature of our creations:

  • Returns are not accepted for custom-made products.

  • Refunds are not applicable once the order has been confirmed and production has started.

2. Order Confirmation & Changes

  • Once your order is placed and approved, it immediately enters the design and production process.

  • Order cancellations or modifications are not possible after confirmation.

  • We strongly recommend reviewing all submitted photos, names, poses, and details carefully before final approval.

3. Damaged or Defective Products

Your satisfaction matters deeply to us.

If your product arrives damaged or defective due to transit or manufacturing issues:

  • Please contact us within 48 hours of delivery

  • Share clear photos and an unboxing video showing the damage

  • Email us at: support@heartmoire.com

Once verified, we will:

  • Offer a free replacement, or

  • Provide an appropriate resolution based on the issue

Note: Minor variations in color, texture, or finish are part of handcrafted artistry and are not considered defects.

4. Incorrect or Incomplete Orders

If you receive a product that does not match the approved design or confirmed order details:

  • Inform us within 48 hours of delivery

  • Provide supporting photos/videos

We will investigate and resolve the issue with a replacement or correction, at no additional cost.

5. Delays in Delivery

Heartmoire creations involve multiple handcrafted stages. While we strive to meet all timelines:

  • Delivery delays caused by courier partners, weather conditions, customs, or unforeseen circumstances are not eligible for refunds

  • We will always keep you informed and supported until delivery is complete

6. Non-Refundable Situations

Refunds will not be issued for:

  • Change of mind after order confirmation

  • Incorrect photos or details provided by the customer

  • Minor design or color variations

  • Delays beyond our direct control

  • Products approved by the customer before production

7. Contact & Support

If you have questions or concerns, we’re here to help.

📩 Email: support@heartmoire.com

8. Final Note

At Heartmoire, every piece is crafted with intention, care, and emotion.
We appreciate your trust in allowing us to create something deeply meaningful for you.