Política de reembolso

Returns 

My Custom Heart understands that online purchases may not always be a trouble-free transaction and thus, we offer refunds as described in this policy.

Our policy lasts 30 days. If 30 days have gone by since your order was delivered we can’t offer you a refund or exchange. 

To be eligible for a return, your items must be unused and in the same condition that you received them in. They must also be in the original packaging. Once the items are returned to us we will inspect the package and then initiate your refund. 

Contact support@mycustomheart.com to get the return address.

To complete your return, we require a receipt or proof of purchase. 

Only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Refunds will not be granted for personalized or customized products. This includes customized heart containers, picture frames, and custom notes. 

The cost of shipping your order is non-refundable.


Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If your product arrives damaged we will require photo evidence of the damage within 30 days of delivery. These photos can be sent to support@mucustomheart.com. Once inspected for damage, we can send a replacement or initiate a refund. If we are not contacted about damaged items and we do not receive photo evidence of the damage, we do not permit a refund. 

If you do not find your package after your tracking information shows it was delivered, we can send a replacement or initiate a refund once a claim is filed with our Shipping Insurance provider. If we are not contacted about a missing package, we do not permit a refund. 

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. All refunds will have a 20% restocking fee.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
If you’ve done this and you still have not received your refund, please contact us at support@mycustomheart.com. 
 
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 shipping will be deducted from your refund. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Warranty

A warranty must be purchased prior to the gift being delivered for it to be active. This warranty will be against the manufacturer’s defects for the life of the product. My Custom Heart will replace any product found to be defective within the scope of normal and appropriate use. Replacement parts will be utilized to address defects when available. Each product can only be replaced or repaired under its warranty once, the newly replaced or repaired product will not be covered under the warranty.