Refund policy

Return & Refund Policy

We want you to be happy with your purchase from FROM HEART TO HEART.

30-Day Return Policy

In addition to your statutory rights, we offer a 30-day return policy. This means you have 30 days after receiving your order to request a return.

To qualify under our 30-day return policy, the item must be in the same condition in which you received it, unused and unopened, with any original seals intact and in its original packaging. You will also need your receipt or other proof of purchase.

To request a return, please contact us at aigars704@gmail.com before sending the item back.

If your return is accepted, we will provide instructions on how and where to send your package. Items returned without first requesting a return may not be accepted.

For returns made under our additional 30-day return policy simply because you have changed your mind, you will normally be responsible for the cost of return postage.

This additional 30-day policy does not affect your statutory rights.

UK 14-Day Cancellation Right

If you are a UK consumer purchasing online, you generally have a legal right to cancel your order within 14 days after receiving the goods, without giving a reason. After telling us that you wish to cancel, you generally have a further 14 days to return the goods.

Where the statutory cancellation right applies, we will refund the price paid and the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.

You are normally responsible for the direct cost of returning unwanted goods, unless we have agreed otherwise or the goods are faulty, damaged, incorrect or not as described.

You may handle goods only as much as reasonably necessary to establish their nature, characteristics and functioning. Where permitted by law, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary.

Fragrances, Beauty Products and Sealed Goods

For health protection and hygiene reasons, certain sealed goods may not qualify for the statutory cancellation right once they have been unsealed where the applicable legal exception applies.

Under our additional 30-day returns policy, fragrance and beauty products must be unused and unopened, with original seals intact.

Nothing in this section affects your legal rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, incorrect or not as described, contact us as soon as possible at aigars704@gmail.com.

UK consumers have statutory rights regarding faulty or misdescribed goods. These rights are separate from our change-of-mind return policy and are not affected by this policy.

Please provide your order number and, where appropriate, photographs showing the problem so that we can investigate and resolve the issue.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, you can request a return where eligible and place a new order for the product you would like.

Refunds

Once we receive your return, we will inspect it and notify you about your refund.

Where you exercise your statutory cancellation right, we will process the refund without undue delay and within the applicable legal time limits. For returned goods, this will generally be no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you have sent them back.

Refunds will normally be made using the same payment method used for the original transaction, subject to applicable law.

After we issue your refund, your bank or payment provider may require additional time to process it.