Refund policy

Refund policy
Here at Heart Sweater we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting at times but we guarantee that we are here to help from start to finish.

HEART SWEATER REFUND/EXCHANGE GUARANTEE:
Heart Sweater offers a 30-day return policy, which means that all existing customers have up to 30 days after receiving the item to request a return or exchange for your order.

To be eligible, your item must be returned to our head office in the same condition as it was received and must be shipped with all items included. Incomplete returns will not be accepted.

To start a return/exchange, reach out to our Customer Support Team which you can reach via our Contact Us page or by emailing us at contact@gy-ecom.com. If your return/exchange is accepted, we will send you instructions on how and where to send your item. Items sent back to us without first requesting a return will not be accepted.

Refunds – If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5 – 7 business days once we have received the item and are satisfied with the condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.

Exchanges – The fastest way to you get what you want is to return the item you have, and once the return is accepted, we will refund you the difference / pay the difference for the desired item.

Although we do take care of the shipping cost when delivering to our customers, to keep our prices low for all customers, please note that we do not provide free returns or exchanges at this time.

DAMAGED/FAULTY ITEMS:
In the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos of the issue to our Customer Support Team.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of our Management Team.

On occasion there may be slight colour/shade disparity between the colours of our items on different platforms (e.g. mobile/tablet due to tint and contrast difference). Nevertheless, we aim to accurately demonstrate all of our products on our website as clearly as we can.

Please note we are unable to issue a refund for, nor cover, any superficial damage which has been caused by pets after items have been delivered (e.g. ripping, scratching or tearing).

ADDRESS ERRORS:
Please make sure you double check your address when you are entering your details during checkout. If you have entered the wrong address, moved, or need to change a product size/style after your order has been placed, please contact our Customer Support Team immediately. If your order has already been shipped, we will be unlikely to be able to accommodate you nor offer you a refund.

DELAYED ORDERS:
Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page. Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are traceable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so if you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to get in touch.

If you have any further questions, feel free to contact us using our Contact Us page or email us at contact@gy-ecom.com.