Refund Policy – Family In Heart
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Refund Policy

We want you to be happy with your purchase and with your experience shopping. We keep the most up-to-date information and specifications possible for all our products so that you can make the most informed decisions possible about your purchase. 

Please read our policy below fully before making your purchases!

 

RETURNS AND EXCHANGES

Items that have been engraved/personalized/customized/made-to-order in any way are non-refundable and can't be returned unless they are defective and or damaged by us.

If any of these items are defective, we will happily exchange them for you. Please kindly send us a clear photo/video of the product and the shipping package in good lighting and a close to medium distance so that we can identify and verify the issue. Customer will be liable for return shipping cost, tracking is required for returning item(s)Please do not send your purchase back to the sender address indicated on the package.

If an item doesn’t arrive, and your payment is eligible, we’ll send you a replacement item immediately.

For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.

 

FINAL SALE ITEMS

Only regular priced items may be returned, exchanged or refunded, unfortunately, sale items (including orders using promo codes, coupons, free shipping deals, sales off and discounts...) cannot be returned, exchanged or refunded after purchase/order confirmation unless the item is defective. Please choose your item carefully. All sales are final! If any of these items are defective, we will happily exchange them for you.

  

NOTICES

We are not responsible for item(s) being misplaced/ stolen after delivered (E.g. after delivered mailbox). We will ensure the item is delivered to your address according to information provided by the logistic company. Customer will be liable for the shipping cost if a replacement item is needed.

Certain part countries e.g. Philippines, Malaysia, South Africa etc.. packages may be delivered to the local post office (Phlpost, SApost instead of home address. In this case, you need to pick up your package personally at your local post office. This is due to local practice)

If you reject delivery or fail to pay a customs fee, a refund will not be issued.