Refund Policy
💰 Refund Policy
1. Overview
Because our jewelry is made to order, and some items are personalized specifically for the customer, we generally do not accept returns, exchanges, or cancellations once an order has been placed.
Production begins shortly after an order is submitted. Please review all product details and personalization information carefully before completing your purchase.
2. Damaged, Defective, or Incorrect Items
We stand behind the quality of our products. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@heartbeatmoments.co.
Please include the following details:
- Your order number
- A clear description of the issue
- Photos of the product and packaging
Once the issue has been reviewed and approved, we will provide a replacement or refund, as appropriate.
3. Non-Returnable Items
Because our products are made to order, we generally cannot accept returns or exchanges for change of mind, incorrect selections, or other reasons unrelated to a damaged, defective, or incorrect item.
This includes:
• Made-to-order jewelry
• Personalized or engraved products
• Message card jewelry
4. Order Changes and Cancellations
After your order has been placed, it enters automatic production and cannot be changed or canceled. Please review your order carefully before submitting.
5. Shipping Issues
Once an order has been handed over to the shipping carrier, delivery is handled by the carrier. Heartbeat Moments is not responsible for carrier delays, lost packages, or delivery errors that occur during transit.
If your order is delayed or appears to be lost in transit, please contact us at info@heartbeatmoments.co with your order number. We will be happy to assist you in reviewing the tracking information and, where possible, help with the next steps with the shipping carrier.
Please ensure that your shipping address is complete and accurate before placing your order. Heartbeat Moments is not responsible for packages that cannot be delivered due to an incorrect or incomplete address provided at checkout.
6. Refund Processing
If a refund is approved, it will be issued to your original payment method.
Please allow up to 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.
If you have not received your refund after this period, please contact your financial institution first, as processing times can vary. If you still need assistance, feel free to contact us at info@heartbeatmoments.co.