Return Policy
Our Return Policy
We hope you love your purchase, but if you are not completely satisfied, we are here to help.
Returns
- Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. Certain types of goods are exempt from being returned, such as perishable goods, custom products, and personal care items.
- Time Frame: You have 7 days from the date of purchase to initiate a return.
- Proof of Purchase: A receipt or proof of purchase is required for all returns.
Process
- Initiate a Return: Contact us at orders@hearttohand.co.za to start the return process. Please include your order number and reason for the return.
- Return Authorization: Once your return is approved, we will provide you with a return shipping address and instructions.
- Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Packaging: Please ensure the item is securely packaged to prevent any damage during shipping.
Refunds
- Inspection: Once we receive your item, we will inspect it and notify you of the status of your refund.
- Processing: If your return is approved, we will process your refund. A credit will automatically be applied to your original method of payment within a certain amount of days (depending on your payment provider's policies).
- Partial Refunds: Partial refunds may be granted for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.
Exchanges
- Damaged or Defective Items: We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at orders@hearttohand.co.za with details of the issue.
- Other Exchanges: For exchanges due to size, color, etc., please follow the return process and place a new order for the desired item.
Non-Returnable Items
- Gift cards
- Downloadable software products
- Some health and personal care items
Sale Items
Only regular-priced items may be refunded. Sale items are final sale and cannot be refunded.
Contact Us
If you have any questions about our return policy, please contact us at:
order@hearttohand.co.za