Refund policy

At Heart Made Prints, we take pride in creating meaningful, custom-made products. Please read this policy carefully to understand which items are eligible for returns or refunds.

Items That Cannot Be Returned

Custom & Personalized Products

Because our products are made specifically for you, all custom items are final sale and not eligible for returns or refunds, including but not limited to:

  • Custom photo magnets
  • Personalized fridge magnets
  • Photo prints or custom-designed items

This includes cases where:

  • The wrong photo was uploaded
  • There are spelling or design errors approved at checkout
  • You changed your mind after placing the order

Gift Cards

Gift cards (if offered) are non-refundable.

Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect due to our error, please contact us within 7 days of delivery at:

📧 contact@heartmadeprints.co

Include:

  • Your order number
  • Clear photos of the issue

Once reviewed, we will either:

  • Replace the item at no additional cost, or
  • Issue a refund, at our discretion

Exchanges

Because our products are custom-made, we do not offer exchanges for personalized items.

If an issue qualifies under the Damaged or Incorrect Orders section above, we will make it right without requiring a return.

Returns (If Applicable)

In rare cases where a return is approved:

  • Items must be unused and in original condition
  • Returns must be requested before sending anything back
  • Items sent without prior approval will not be accepted

Return shipping costs are the customer’s responsibility unless the issue was caused by us.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days under EU consumer law.

Please note:
This right does not apply to personalized or custom-made products, which are exempt under EU regulations.

If applicable, items must be:

  • Unused
  • In original packaging
  • Returned with proof of purchase

Refund Processing

If a refund is approved:

  • Refunds are issued to the original payment method
  • Processing typically takes 5–10 business days
  • Banks or credit card providers may take additional time to post the refund

If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at heartmadeprintsco@gmail.com

How to Start a Return or Report an Issue

To request help with an order, contact us at:

📧 heartmadeprintsco@gmail.com

Please do not send items back without contacting us first.

Questions?

We’re here to help and want you to feel confident ordering from us.
If you have any questions about this policy or your order, reach out anytime.

Last updated: February 2026