Refund Policy

RETURNS
Due to all of our items being customized and made to order we are unable to accept returns or refunds.

There are times when we may grant a partial refund or exchange:
* An item arrived not in its original condition or is damaged during shipping.
* An error made on our part with the item. 

Before you complete your order, please ensure all customizations are correct (colours, names, dates, etc). 

 

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@touchofheart.ca. We will contact you with information on how to exchange your item. Please do not send back your product for an exchange without contacting us first.

 

INCORRECT MAILING ADDRESSES
Before completing your order please ensure the address where we will be sending the item(s) to is correct. We are not responsible for incorrect or incomplete addresses.

When your order is mailed, we will contact you to let you know the shipping company it was sent with and provide you with a tracking number. Depending on the size of the package, you may receive a delivery notice card. If you do not pick up your package and it is returned to us, you will be required to cover shipping charges to have the item shipped again. We do not issue refunds for items not picked up.