Returns & Exchanges Policy
Last updated:
A gift that is not right should not become a burden. This Returns & Exchanges Policy explains how to send something back to Warm Heart Gifts or swap it for a different size, colour or product, within 60 days of delivery and for any reason, including items printed with your names and dates. It covers the steps, the timing, who pays the postage (we do, for every return) and what happens once your parcel reaches us. This page is about the process of returning an item. For how and when the money comes back to you, see our Refund Policy.
Returns at a glance
- Return window: 60 days from the delivery date shown in tracking.
- What can be returned: every product we sell, personalised or not, for any reason.
- Return postage: free for every return, including a change of mind. We send a prepaid label or reimburse a reasonable tracked postage cost.
- Exchanges: a different size, colour or style of the same product, or a different product.
- Restocking fees: none.
- After approval: your refund reaches you within 7 days, or your exchange starts production straight away.
1. The 60-day window
You have 60 calendar days from the delivery date in tracking to tell us you want to return or exchange something. You only need to contact us inside those 60 days; the parcel itself can follow afterwards. Once we approve the return, please send the item within 14 days so it does not get lost in a drawer.
If the item was a gift, the same 60 days apply from the day it was delivered to the recipient. The recipient can contact us directly with the order number from the packing slip or from the person who ordered, and we will help them without telling them what was paid.
2. Personalised items can be returned too
Many shops refuse returns on anything with a name on it. We do not. We know that a personalised gift can miss for reasons nobody planned: a family nickname that looked different printed, a shirt that fits a little too closely, a canvas that did not suit the wall after all. Within 60 days you can return any piece, personalised or plain, and you do not need to explain why unless you would like to.
Returned personalised items cannot be resold, because they carry someone’s name. We never pass on a piece with a readable name to a stranger.
3. How to start a return or exchange
- Write to support@warmheartgifts.com or submit a ticket with your order number, the item you want to return, and whether you would like an exchange or a refund. A reason is helpful but optional.
- If the item arrived damaged, misprinted or different from what you ordered, attach two or three clear photos: the item, the problem up close, and the shipping label.
- Within 1 business day we reply with a return authorisation and instructions. When the item needs to come back, we include a prepaid return label or explain how we reimburse the postage.
- Pack the item securely, put a note with your order number inside, and send it within 14 days using a tracked service. Keep the tracking number until we confirm the return is complete.
Please contact us before posting anything. A parcel that arrives without an authorisation is harder to match to an order and takes longer to process.
4. Return postage is on us
We pay the return postage for every return, whatever the reason. For a damaged, misprinted or wrong item that is the obvious thing to do. We also cover it when you simply changed your mind, because we would rather you feel free to try a gift than worry about a postage bill. Usually we email a prepaid label. When a label cannot be issued for your country, you post the parcel with a tracked service and we reimburse a reasonable postage cost once the parcel is on its way; please send us the receipt.
| Reason for the return | Return postage | Do you need to send it back? | What to include in your message |
|---|---|---|---|
| Changed your mind, or the gift did not suit | Free (we pay) | Yes, unused and in the condition received | Order number and the item |
| Wrong size or colour chosen at checkout | Free (we pay) | Yes, unworn and unwashed | Order number and the size or colour you want instead |
| Arrived damaged in transit | Free | Usually not | Photos of the box, label and damage |
| Printing fault or spelling different from what you typed | Free | Usually not | Photos of the print and your order confirmation |
| We sent the wrong item | Free | Only if we ask | Photo of the item received |
5. Condition of returned items
For a change-of-mind return, please send the item back unused, in the condition you received it. Shirts should be unworn and unwashed, with no perfume, smoke or pet hair. Mugs should be unused. Ornaments should still have their ribbon. Canvas prints should not have been hung with nails through the frame. The original box helps but is not required.
If something arrived faulty, you only needed to open or try it to find the problem, so its condition does not matter. Send it in whatever state it is in, or keep it if we tell you there is no need to return it.
6. Exchanges for size, colour or style
Exchanges are most common for shirts. Suppose you ordered a size L for your brother and he is really an XL. Write to us with the order number and the new size, send the L back with the free label, and we print the XL with the same personalisation as soon as the return is on its way to us. You do not pay again for the new shirt or its shipping.
You can also exchange a mug for the 15 oz size, a wrapped canvas for a framed one, or a ceramic ornament for a wooden one. If the new item costs more, we tell you the difference before anything is charged; if it costs less, we refund the difference within 7 days. If you want a completely different product, we treat it as a return plus a new order, and you choose the new design with fresh personalisation.
7. When we made a mistake
We read every order before printing, but people make mistakes, and so do printers. If the spelling on your gift is different from what you typed at checkout, if a colour is clearly wrong, or if the item is not the one you selected, tell us within 60 days of delivery and include photos. We remake the gift correctly and ship it free, or refund you in full if you prefer. In most of these cases you keep or recycle the faulty piece; we only ask for it back when we need to inspect a printing problem, and then we send a prepaid label.
If the spelling matches what you typed but you made the typo, we are still happy to help: send it back under the change-of-mind route above, and order the corrected version. If you notice a typo within 24 hours of ordering, it is quicker to change it before production; see Cancel or Change an Order.
8. Parcels damaged on the way
If the box arrives crushed or the item inside is chipped, cracked or torn, keep the packaging and photograph the outer box, the shipping label and the damage. Send the photos within 60 days of delivery. We remake and resend the gift at no cost, or refund you, and you usually do not need to return anything. Our Shipping & Delivery page explains how we handle carrier claims and lost parcels.
9. What happens when your return arrives
We check returned items within 2 business days of their arrival and email you the outcome. Once a return is approved, we either start your exchange or issue your refund, which reaches your original payment method within 7 days of approval. If a change-of-mind return comes back used or damaged after delivery, we email you before deciding anything: we may offer a partial refund with the reason in writing, or send the item back to you at our cost if you prefer.
10. Orders that have not shipped yet
If your order has not left us, you do not need to return anything. Within 24 hours of ordering you can cancel or change it free of charge. Visit Cancel or Change an Order for the steps.
11. A few situations we are asked about
Can I return one item from a larger order?
Yes. Return only what you do not want. The rest of the order is unaffected, and the refund covers the returned item.
The recipient wants a different design, not just a different size. Is that possible?
Yes. They can return the gift within 60 days and you, or they, can choose a new design. If they would rather not share their address with you, they can write to us directly.
I live in New Zealand. Is the return label still free?
Yes. Returns are free from all four countries we ship to. Where a prepaid label is not available, we reimburse a reasonable tracked postage cost.
My return was sent but tracking has stopped.
Send us the return tracking number. Because we provided or paid for the postage, a return lost on its way to us is our responsibility, and we refund or exchange as soon as the carrier confirms it was sent.
Can I exchange a memorial ornament if the dates were right but the design feels wrong?
Yes. Grief changes how words read, and a design chosen in a hurry can feel different a week later. Write to us gently and plainly; we will help you choose a quieter design and remake it, with the return postage paid as for any other return.
12. Packing a return so it arrives in one piece
Most returns travel back in the box they arrived in. If that box is gone, any sturdy carton works. Wrap a mug or ceramic ornament in two or three sheets of paper and fill the gaps so it cannot move when the box is shaken gently. Fold a shirt flat inside a paper or plastic sleeve. For a canvas print, protect the corners with folded cardboard and cover the printed face with paper so nothing scratches it. Put a short note with your order number inside, and fix the label we sent flat on the largest side of the box. If a return reaches us broken because of the journey, it is still approved; we only ask that it was packed with reasonable care.
If you are unsure whether something counts as a return, an exchange or a damage claim, simply describe what happened. We will choose the route that is quickest and kindest for you, and the outcome will never be worse than what this policy promises.
13. Need help with a return?
Write to support@warmheartgifts.com with your order number and we will reply within 1 business day. You may also find answers in our FAQs and the Help Center. Returns are sent to the address in your return authorisation; please do not post items to our business address unless we ask you to.