Welcome to our Returns & Refund Policy page! We strive to provide excellent customer service and want to ensure your complete satisfaction with your purchase from our website, Heartsly.com. Please read our policy carefully to understand your rights and options for returns and refunds.

No Refund Policy

Unfortunately, we do not offer refunds for any products purchased from our website. However, we value our customers and want to make sure you are happy with your shopping experience. In certain cases, we may compensate you with a coupon code or voucher that you can apply towards your next purchase.

Cancellation Policy

Once an order has been placed, it cannot be cancelled. We are a customized store, and as soon as an order is received, it is immediately processed and sent to our assigned vendor for production. We apologize for any inconvenience this may cause and appreciate your understanding.

Returns Policy

If you believe you are eligible for a return, please follow the steps below:

1. Record a video of yourself opening the parcel, ensuring that the video is clear and shows the label and seal of the parcel.
2. The video should clearly demonstrate that you have cut the seal and proceeded to open and inspect the product.
3. The video must be submitted within 24 hours of receiving the product and should not contain any camera manipulation, pauses, or cuts. Please refrain from using any video editing apps that may leave a logo on the video.
4. If your product meets the criteria for a return, it must be physically damaged, missing parts or accessories, defective, or different from the product description on our website.
5. Please note that products identified as "non-returnable" on the product detail page cannot be returned.

Exchange Policy

If you have received a product that is eligible for an exchange, please ensure that:

• The product was not damaged while in your possession.
• The product is the same as the one originally shipped to you.
• The product is returned in its original condition, including the brand's/manufacturer's box, MRP tag, user manual, warranty card, and all accessories.

Processing Time for Orders

As we offer customized products with your name or picture, the making and processing time for orders may vary. Typically, it takes 7-15 working days (excluding Saturdays and Sundays) to create your personalized item, followed by an additional 5-6 days for transit. Please keep this timeframe in mind when placing your order. Please note that urgent orders cannot be accommodated.

For specific products such as customized jewelry, name pendants, bedsheets, and ladies clutches, the making time may be longer, ranging from 10-20 working days.

If you have any questions or concerns about our Returns & Refund Policy, please feel free to contact us. We are here to assist you and ensure your shopping experience with Heartsly.com is enjoyable.