Refund policy

Return and Refund Policy

Thank you for shopping with Heartth at www.heartth.com. This Return and Refund Policy outlines the conditions under which returns, refunds, and exchanges are accepted.

Contact Information

If you have any questions regarding returns or refunds, please contact us.
Email: contact@heartth.com
Address: 101 Peter Street, Toronto, Ontario M5V 0G6, Canada

Return Eligibility

Returns are accepted within 60 days of delivery, provided that the items are unused, in their original condition, and include all original packaging and tags. Proof of purchase, such as an order confirmation or receipt, is required for all returns.

Customised or personalised products and hygiene-related items are not eligible for return unless they are unopened, unused, defective, or incorrect.

Order Cancellations

Orders may be cancelled within two hours of purchase, provided they have not yet been processed or shipped. Once an order has been shipped, it cannot be cancelled and must follow the return process outlined below.

How to Initiate a Return

To request a return, please contact our customer service team at contact@heartth.com with your order number and the reason for the return.
Once approved, you will receive return authorisation and detailed instructions on how to proceed.

Returns must not be sent without prior approval. Unauthorised returns may not be accepted.

Returned items must be securely packaged using the original packaging and sent using a tracked shipping service.

Return Shipping Costs

Customers are responsible for return shipping costs. Original shipping fees are non-refundable.
If the item is defective or incorrect, return shipping costs will be covered by Heartth.

Refunds

Once your return is received and inspected, you will be notified of the approval status within 10 business days.
Approved refunds will be issued to the original payment method within 10 business days following inspection.

Please note that your bank or card provider may require additional time to process the refund. A confirmation email will be sent once the refund has been completed.

Exchanges

Exchanges are available for defective or incorrect items reported within 60 days of delivery. In these cases, return shipping costs will be covered by Heartth.

If an incorrect size or variation was ordered, the item must be returned following the standard return process, and a new order must be placed.

Special Cases

If an item arrives damaged or defective, please contact us within 48 hours of delivery so that we can arrange a replacement or full refund at no additional cost.

If you receive an incorrect item, please contact us and we will arrange a replacement and cover the return shipping costs.

If your order does not arrive within the estimated delivery timeframe, please contact us so that we can investigate the matter with the carrier.

Return Address

Approved returns should be sent to the address provided during the return authorisation process.
Returns must not be sent without prior approval.