Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. (no refund on shipping charges, a $9.95 shipping cost will be deducted from the refund amount for free shipping orders). 

As a small family-owned business, we can't afford to cover the shipping costs with change-of-mind returns. However, we can issue a full refund if you're happy to receive shop credits or Gift cards. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at heartsoulshopau@gmail.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at heartsoulshopau@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as ocarinas due to hygiene reasons. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

In exchange for a different product, customers are responsible for paying their shipping costs when returning the item.

The total amount of the original order will be refunded as shop credit (including shipping). It can be either used for the exchanged product or for future shopping.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at heartsoulshopau@gmail.com.