Refund Policy
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This Refund Policy explains when Warm Heart Gifts gives you your money back, how much is refunded in each situation, where the money goes, and how long it takes to reach you. It is the money side of our promise. The steps for sending an item back, and the 60-day window for every product, are described in our Returns & Exchanges Policy. Once a refund is approved, it reaches your original payment method within 7 days.
Refunds at a glance
- When the clock starts: the day your return is received and approved, your photo claim is approved, or your cancellation is confirmed.
- Refund timing: within 7 days of that approval.
- Where it goes: back to the payment method you used, in US dollars.
- Eligibility: any item, personalised or not, within 60 days of delivery.
- Deductions: no restocking fees, no processing fees, and no shipping deductions because shipping and returns are free.
1. Situations that lead to a refund
Every refund starts with one of the situations below. Each lists what we need from you and what you receive. If your situation is not here, write to us anyway; these are the common cases, not the only ones we will consider.
1.1 You changed your mind
Perhaps the canvas print did not suit the wall, or the person you bought for already had a mug with their name. Within 60 days of delivery you can return the item unused for a full refund of the item price. We pay the return postage, so the amount you receive is the full price you paid for that item. You do not need to give a reason.
1.2 The item arrived damaged
What we need: your order number and clear photos of the damage, the outer box and the shipping label, sent within 60 days of delivery.
What you receive: a full refund of the item, or a remade replacement if you prefer. You usually keep or recycle the damaged piece.
1.3 The print is wrong
If the name, date or words on your gift differ from what you typed at checkout, or a colour or design is plainly not what you selected, that is our mistake. What we need: photos of the print and, if easy, a screenshot of your order confirmation. What you receive: a full refund or a corrected remake, shipped free.
1.4 The parcel was lost
If tracking has not moved for 7 business days, or the parcel has not arrived 7 business days after the latest delivery estimate, we open an investigation with the carrier. If the carrier confirms the loss, or does not resolve it within 5 business days, you receive a full refund or a free remake, whichever you choose.
1.5 You cancelled before production or shipping
When you cancel within 24 hours of ordering and we confirm the cancellation before the order ships, you receive everything you paid. See Cancel or Change an Order for how to ask.
1.6 We had to cancel
Occasionally we may need to cancel an order, for example when a design cannot be printed clearly with the text supplied and we cannot reach you, or a payment cannot be verified. We email you, explain why, and refund the full amount within 7 days.
2. How much is refunded
| Situation | Item price | Shipping | Return postage | Do you return the item? |
|---|---|---|---|---|
| Changed your mind | Refunded in full | Free to begin with, nothing deducted | Paid by us | Yes, unused |
| Arrived damaged | Refunded in full | Nothing deducted | Not usually needed | Usually not |
| Print or item wrong | Refunded in full | Nothing deducted | Paid by us if we ask for it | Only if we ask |
| Lost parcel | Refunded in full | Nothing deducted | Not applicable | Not applicable |
| Cancelled before shipping | Refunded in full | Nothing deducted | Not applicable | Not applicable |
Because shipping is free to all four countries we serve, there is never a shipping charge to refund or to withhold. Because return postage is free, no label cost is taken from your refund.
3. How long a refund takes
A refund is approved when one of three things happens: your returned item reaches us and passes a check within 2 business days of arrival; your photo claim for a damaged, wrong or lost item is approved; or we confirm your cancellation. We then process the refund and email you a confirmation, and the money reaches your original payment method within 7 days of that approval.
Your bank or payment provider may take a little time to show the credit on your statement, especially over a weekend. If it has not appeared after 7 days, write to us. We will send you the transaction reference and follow up with the payment provider on your behalf.
| Step | What happens | Typical timing |
|---|---|---|
| You ask to return | We send a return authorisation and prepaid label | Within 1 business day of your message |
| You post the item | Return travels back with tracking | Within 14 days of approval |
| We receive it | We check the item | Within 2 business days of arrival |
| Return approved | Refund issued and confirmation emailed | Same day as approval |
| Money reaches you | Credit on your original payment method | Within 7 days of approval |
4. Where the money goes
- Refunds return to the payment method you used for the order. The methods offered for your order are always shown at checkout; see Payment Methods.
- Refunds are made in US dollars, the currency you paid in. If your card is in Canadian, Australian or New Zealand dollars, your bank converts the amount at its own rate, which can differ slightly from the rate on the day you paid. We cannot control that difference.
- For gift orders, the refund goes to the person who paid. A recipient who returns a gift can ask us to tell the buyer, or can choose an exchange instead so the gift stays a gift.
- We never charge a fee to process a refund.
5. Partial refunds
A partial refund is rare. It only applies when a change-of-mind return comes back used, washed, damaged after delivery or missing a part such as a canvas frame. Before deciding, we email you photos and the amount we suggest, with the reason. If you do not accept, we send the item back to you at our cost instead. We never make a partial refund for an item that arrived damaged or printed wrongly.
6. Personalised items and refunds
Refunds apply to personalised items in the same way as plain ones. A mug with “Grandma Ruth” on it can be refunded within 60 days just like any other piece. We mention this because many shops treat personalised items as final sale. Returned personalised pieces are never resold.
7. Duties and taxes
We do not currently add sales tax at checkout, so there is no tax line on your order to refund. Import duties or taxes collected by Canada, Australia or New Zealand on arrival are charged by those countries, not by us, and are not included in our refund. Some customs offices offer their own refund of duties when goods are returned; the recipient can ask the local customs service about it.
8. Disputes and chargebacks
If something about a charge looks wrong, please write to us first. We can usually resolve it within a day or two, which is faster than a card dispute, and it keeps your gift order on track. Contacting us never affects your rights with your bank or payment provider; if you prefer to open a dispute, we answer the provider’s questions promptly and honestly.
9. Store credit
We do not currently offer store credit or gift cards, so refunds always go back to your original payment method. If we introduce store credit in the future, it will be optional and this page will say so first.
10. Refunds on orders with several items
Gift orders often include more than one piece: matching mugs for a couple, an ornament for each grandchild, shirts for a whole family reunion. Each item is treated on its own. If one of four reunion shirts is the wrong size, only that shirt is returned and refunded, or exchanged; the other three stay with you. If one ornament out of nine arrives chipped, we refund or remake that one ornament and nothing else changes.
When part of an order is cancelled before it ships, we refund only the cancelled items and send the rest as planned. Your confirmation email lists exactly which items were refunded and the amount for each, so you can match it to your statement.
11. Three worked examples
A memorial ornament sent to Auckland
Suppose you order a memorial ornament for your sister in Auckland and it arrives cracked. You send three photos within the 60 days. We approve the claim the same day it is reviewed and ask whether you would like a remake or a refund. If you choose the refund, the full item price reaches your card within 7 days of approval and your sister keeps or discards the cracked piece; nothing needs to travel back across the Pacific.
A wedding date printed as you typed it, but wrong
Suppose you typed the wedding date as 06/14 instead of 06/04 and only noticed when the canvas arrived. The print matches your order, so it counts as a change of mind rather than our mistake, but the outcome is still gentle: we send a prepaid label, refund the canvas in full once it is back and approved, and you can order the corrected version straight away.
A parcel to Toronto that stopped moving
Suppose tracking for a mug sent to a friend in Toronto shows no movement for 7 business days. You write to us, we open a carrier investigation, and if the carrier has not found it within 5 business days we refund you in full or remake the mug, whichever you prefer. If the original parcel turns up later, your friend is welcome to keep both.
12. Keeping refunds safe
To protect you, we only send refunds to the original payment method and only discuss an order with the email address used at checkout or with the recipient named on the parcel. We will never ask for your full card number, a password or a one-time code to process a refund. If you receive a message asking for those details in our name, do not reply; forward it to us instead.
If you are ever unsure which situation applies to you, describe what happened and we will apply whichever route gives you the better outcome. A refund question is never a nuisance; it is part of looking after an order properly.
13. Contact us about a refund
Write to support@warmheartgifts.com or submit a ticket with your order number. We reply within 1 business day. For the steps of sending something back, see Returns & Exchanges; for delivery questions, see Shipping & Delivery; and for anything else, our FAQs are a good place to start.
Warm Heart Gifts, 688 Millsap Road, Fayetteville, AR 72703, US.