Refund policy

Returns with a Smile: You have up to 14 days from the moment your order arrives to decide if it's the perfect fit for you. If for any reason you'd like to return a product, here's how we can assist:

Eligibility for Returns/Refunds: To be eligible for a return and refund, the product should meet these simple conditions:

• It should be in its original, unused condition, and if applicable, in its original packaging.
• It must be in a resalable condition.
• Personalized or customized products, however, are not eligible for return. We're sorry, but they're made just for you!
• While we're confident you'll love our products, if the return is due to a damaged or defective item, we're here to make it right.

Refund Magic: Refunds are like a little bit of magic, and they will be issued back to the original payment method. You can expect the refund process to take around 7-10 business days from the date we receive your returned product. If the issue doesn't require a return shipment (for example, in the case of damage), your refund will be processed within 7-10 business days after we receive your photos and confirm the issue.

Return Shipping: If your return is not related to a damaged or defective item, you're responsible for the return shipping costs with tracking. But don't worry, we'll provide prepaid return labels when the item is damaged or defective and a return shipment is necessary.

No Restocking Fees: Good news! We don't charge any restocking fees because your satisfaction is what matters most to us.

Help Us Help You: If you receive a damaged or defective item, please don't hesitate to contact us at hello@heartandwillowprints.com, and be sure to include your order number. It would be super helpful if you could provide photos of the damaged item and the shipping packaging if it's damaged. We'll provide a return label if needed, and once we assess the issue, you can choose between a refund to your original payment method or receiving a replacement item.

Unclaimed Packages: Sometimes packages get refused or go unclaimed, and we totally understand life can get busy! If this happens, we'll reach out to you first. If we can't reach you, we'll refund your original payment method minus the original shipping fee and any additional shipping charges incurred. Just keep in mind that personalized or custom items are non-refundable in these cases. If you want the package reshipped, you'll be responsible for any reshipping fees/costs.

Cancellation Policy: We know that sometimes plans change. If you need to cancel an order, please let us know within 24 hours of placing it. Once production has started, we won't be able to cancel personalized or custom orders.

Exclusions: Our return and refund policy excludes the following items:

• Personalized items
• Custom items
• Final sale items
• Oops/seconds sale items

We're Here for You: Got questions or need assistance with a return? No problem! Just drop us an email at hello@heartandwillowprints.com, and don't forget to include your order number. We're here to help!

We hope this policy helps clarify any questions you might have about returns and refunds. Thank you for being a part of the Heart & Willow Prints family!

Last Updated: 9/1/23