Refund policy

Shipping

Free shipping over 50 USD. For international deliveries, There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that we do not have control over these fees as they vary by country. For more information, please contact your local customs office. We will not be able to reimburse you for duties and taxes paid upon delivery.

We ship to the following countries:

North America: United States, Canada, Mexico.

Europe: United Kingdom, Ireland, France, Germany, Norway, Sweden, Denmark, Finland, Iceland, Belgium, The Netherlands, Luxembourg, Italy, Span, Austria.

Oceania: Australia, New Zealand.

Asia: Hong Kong, Singapore, Japan, South Korea, Macau, Taiwan, Malaysia, Cambodia, China, Thailand.

Shipping rate will be calculated at the checkout based on your country. 

For orders under 50 USD, a shipping fee will be collected. Standard shipping times and rates for major regions are:

• Europe - within 7 to 9 business days with a rate of 5 USD 
• North America - within 6 to 8 business days with a rate of 5 USD
• Oceania within 5 to 7 business days with a rate of 5 USD
• ASIA within 3 to 6 business days with a rate of 3 USD
• Taiwan within 2 to 4 business days with free shipping rate

Return

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return.

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 and completely labelled. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@heartfullnet.com, indicate your surname, your order number and the concerned items. You will then receive by email a return authorization to print and attach to your package and the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you are approved for the return, your refund will be processed within 10 business days, and a credit will be applied to your original method of payment. Please remember it may 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 support@heartfullnet.com.

*** You will be responsible for paying for your own shipping cost for returning your item: $5.95 Flat Rate*. (*USA and Taiwan customers only. International customers will be responsible for their own shipping charges. We are unable to provide you with a pre-paid shipping label.) Shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund. ***

For international customers: If you change your mind after the package is delivered, you should always accept the package and then physically send it back to us. Rejection of a shipment does not guarantee that we will receive it back and it will not guarantee that you will receive a refund.

You can always contact us for any return question at support@heartfullnet.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. Please use our contact form and write in the subject "Warranty Request". Please include a video/photo showing the issue with your item. We will review them against our warranty policy and arrange a free reshipment or a refund.

Exceptions / non-returnable items

Certain types of items cannot be returned, like sale items, custom products (such as special orders or personalized items). 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

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 support@heartfullnet.com.

Please note: the terms “we”, “us” and “our” refer to heartfullnet.com throughout this document.