Refund policy

Return & Refund Policy

Last updated: 05.21.2026

Overview
• We do not accept returns on framed displays.
• Sale items and gift cards are non‑returnable.
• If your order arrives damaged or you receive the wrong item, we will replace it at no additional cost once the return is received and inspected.
• For international orders shipped outside the United States, reshipments due to address issues may require an additional shipping charge.

No returns on framed displays
• All framed display purchases are final sale. Please review product details carefully before purchasing.

Damages and issues
• Inspect your order upon delivery. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at heartsandhits@gmail.com.
• Include your order number, photos of the item, packaging, and shipping label, plus a brief description of the issue.
• Once damage is confirmed, we’ll send a prepaid return shipping label and instructions. After we receive and inspect the return, we will send a replacement at no additional cost.

Exchanges
• If a replacement is needed (e.g., wrong item received or confirmed damage), we’ll process an exchange once the return is received and inspected.
• For unique or exceptional situations, email us. Requests are reviewed case‑by‑case.

International orders
• We ship from the United States. For shipments outside the U.S., please ensure your address is accurate.
• If a package is returned to us due to an incorrect/incomplete address, refusal, or delivery issues outside our control, a second shipping charge may apply to reship.

Processing timelines
• We will notify you after we receive and inspect any returned item to confirm the outcome.
• If more than 15 business days have passed since we approved your damaged‑item return and you have not received an update, email heartsandhits@gmail.com.

Non‑returnable items
• Framed displays
• Sale items
• Gift cards

How to start a damage/issue claim
1) Email heartsandhits@gmail.com within 7 days of delivery.
2) Include your order number, photos (item, packaging, shipping label), and a brief description.
3) Wait for our confirmation and prepaid return label (if applicable).
4) Pack the item securely—ideally in original packaging—and send it back using the provided label.
5) We will inspect the return and send your replacement if approved.

Contact
• Email: heartsandhits@gmail.com

Notes
• Keep all packaging until your claim is resolved; carriers often require packaging photos for claims.
• We do not provide refunds for framed displays; confirmed issues are addressed with replacements.