Return and Refund Policy

Quick Summary

  • Return window: 30 days from delivery
  • Return shipping cost: Customer's responsibility (unless item is damaged or incorrect)
  • Refund processed: Within 7 business days of receiving your return
  • Refund method: Original payment method
  • Exchanges: Available
  • Damaged items: We cover return shipping, and offer a free replacement or full refund

Return Window

Returns may be requested within 30 days of the delivery date. Requests submitted after this period cannot be accepted.

To qualify for a return, items must be unused, in their original condition, and in their original packaging.

Initiating a Return

  1. Email us at support@heartima.com with your order number and reason for return
  2. We will respond within 24 hours with return instructions
  3. Pack the item securely in its original packaging
  4. Ship the item to the return address provided below
  5. Once received, your refund or exchange will be processed within 7 business days

Our Return Address

Flat 6, Jordan House
St. Norbert Road
London
SE4 2LQ
United Kingdom

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 30 days of delivery at support@heartima.com with your order number and a photo of the damage. We will provide a free replacement or a full refund, and cover all associated return shipping costs.

Incorrect or Incomplete Orders

If you receive an incorrect item or your order is incomplete, please contact us immediately at support@heartima.com. We will resolve the matter at no cost to you, including covering any required return shipping.

Order Cancellation

Orders may be cancelled free of charge within 5 days of being placed. Orders that have already shipped will be subject to our standard return procedure.

Partial Returns

For partial returns, original shipping costs will not be refunded unless the return is due to an error on our part.

Non-Returnable Items

The following items are not eligible for return: items used or damaged by the customer, items returned without original packaging, and items returned outside the 30-day window.

Refund Timeline

Upon receipt, your return will be inspected and if approved, your refund will be processed within 7 business days. A confirmation email will be sent once the refund has been issued.

Refunds are issued to the original payment method. Please allow additional time for your bank or card provider to complete the transaction.

Late or Missing Refunds

If your refund has not been received within 7 business days, please first check your bank account and contact your card provider, as processing times can vary. If the issue persists, please contact us at support@heartima.com.

Exchanges

Exchanges are possible based on product availability. To request one, please email support@heartima.com with your order number and your preferred replacement order. Any applicable price difference will be handled via additional payment or partial refund.

Statutory Rights

This policy does not affect any rights you may be entitled to under applicable consumer protection laws in your state or country.

Contact Information

Email: support@heartima.com

Support working hours:
Monday – Friday: 8:00 AM to 6:00 PM EST

We are working during regular US hours and will reply to messages within 24 hours of receiving them.

Business Information

ECOMMERCE GLOBAL NETWORK SERVICE LTD
Flat 6, Jordan House
St. Norbert Road
London
SE4 2LQ
United Kingdom

Company registration number: 15575752