Policy
Returns and Refunds Policy
Personalized items are made from one approved portrait for one order, so the available resolution depends on the production state and the problem reported.
Cancellation before production confirmation
A cancellation accepted before production is authorized receives a full refund through the original payment route. HEARTKNOWN also stops the unconfirmed production request; a refund alone is not treated as proof that production stopped.
Personalized items and change of mind
After production is confirmed, HEARTKNOWN does not accept routine change-of-mind returns or exchanges, including when the approved portrait, size or color was selected incorrectly. This does not limit a right that applicable law does not allow us to exclude.
Damaged, incorrect or defective items
Contact support promptly if an item arrives damaged, incorrect, incomplete or materially inconsistent with the approved order. Reporting within 30 days of delivery helps preserve production and carrier evidence, but this recommendation is not presented as a universal legal deadline.
What to include
Provide the order reference, a clear description of the issue, photos of the item and packaging, and any carrier damage. Do not send payment card information or account passwords.
How a confirmed issue is resolved
HEARTKNOWN compares the delivered item with the approved portrait, selected options, production file and shipment facts. A confirmed damage, wrong item or production defect is resolved with a free remake or a full refund through the original payment route, according to the verified issue and the customer's choice where both remedies remain possible.
Preview and physical differences
Small changes in screen color, material texture, print placement, embroidery thread and stitch behavior can occur. They are reviewed against the approved design and the reasonable limits of the selected production method.
Refund processing
Approved refunds return through the original payment route where available. Processing time depends on the checkout provider and financial institution; a refund decision is not the same as funds already appearing in an account. Store credit is not used as the only remedy for an unshipped cancellation or confirmed full refund.