REFUND POLICY

Refund policy

Standard Products: Can be canceled at any time before shipping.
Customized Products: Customized Products cannot be canceled once production begins.
For cancellations, please contact support-sale@lz0699888@gmail.com to check your order status.

Eligible for Return:

Standard Items: Can be returned within 30 days no reason return
Customized Items: Only eligible for return if damaged or defective. Issues must be reported within 30 days for a refund.
Non-returnable Items: Products that are not in their original packaging or condition.

How to Process a Return:

Email Request: Email support- sale@lz0699888@gmail.com with your order number, package photos, product photos, and the reason for return
Approval & Instructions: We will respond within 2 business days with the return address and instructions.
Refund Issuance: We will issue a refund immediately after receiving the returned product. Refunds typically take 1-3 business days to reflect in your account.
SHIPPING: Return shipping is at your expense, any expedited shipping is non-refundable.

Exchange Policy

Eligible for Exchange:

Standard Items: Can be exchanged within 30 days for a different size, color, or product
CUSTOMIZED MERCHANDISE: Merchandise may be exchanged only if it is damaged or defective and reported within 30 days.
Non-exchangeable Items: Products that are not in their original condition or packaging.

How to Process an Exchange:

Email Request: Contact us at support- sale@lz0699888@gmail.com with your order number, product details, photos, and the reason for the exchange.
Approval & Instructions: Our team will reply within 2 business days with the exchange process and shipping label if applicable.
New Item Shipment: Once we receive the original item, we will promptly ship the replacement product to you.
Shipping Costs: We cover exchange shipping costs, except rush shipping fees on the original order.

*Heart Craft reserves the right to interpret these terms at its sole discretion.*