Returns

At The Heart's Mystery, your satisfaction is important. Please read this Returns Policy carefully before making a purchase.

1. How to Cancel an Order

To cancel your order, please email us as soon as possible at hayley@theheartsmystery.com with your name and order details.
Cancellations are only accepted before the order has been dispatched.

2. Return Restrictions
Due to hygiene and safety reasons, the following items cannot be returned or exchanged unless they arrive faulty or damaged:

3. Returnable Items

Currently, all products offered are non-returnable unless faulty or damaged upon receipt.
If you receive a faulty or damaged item, please contact us immediately to arrange a return.

4. How to Return Faulty or Damaged Items

Contact us at hayley@theheartsmystery.com within 14 days of receiving your order with details and photos of the damage or fault.
We will provide instructions on how to return the item.
Please return the item to our UK address in its original packaging using a secure, trackable shipping method (e.g., recorded delivery).
Keep proof of postage as we are not responsible for returns lost in transit.
Refunds or replacements will be processed once the returned item is received and inspected.

5. Refund Process

Upon receipt and inspection of the returned item, we will notify you via email.
If your return is approved, refunds will be issued to the original payment method within 28 days.
If a refund to the original payment method is not possible, we will contact you to arrange an alternative method.

6. Customer Responsibilities

Please ensure that any returns are packaged securely to prevent damage during transit.
We reserve the right to refuse refunds if the returned item is not in a condition suitable for resale (in the case of faulty/damaged returns).

7. Consumer Rights

Your statutory rights are not affected by this policy.
If a product is faulty or not as described, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.