Refund policy

Returns

Custom Made:
We are not able to accept returns on custom made items unless they are defective or damaged.

If your item arrives damaged or defective, please contact us at rubysheartfeltgifts@gmail.com quoting the order number and with a photo of the defective item.  On inspection and approval of your photo, we will issue a replacement immediately.

Non Custom-Made Products
We accept returns for non-custom products up to 14 business days after delivery, if the item is unused and in its original condition and packaging.  If you would like to return your item, please let us know by using the Contact Us page quoting the order number We will then provide instructions for where to send your item which must be in its original packaging, and on inspection and approval, we will refund the full order amount minus the shipping costs for the return. Payment will only be refunded to your original payment method. Items sent back to us without first requesting a return will not be accepted.

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.

Exceptions / non-returnable items 
Custom products are made to order, therefore cannot be returned. 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. Please note that exchanges only apply to non-custom products.  We are not able to exchange custom products as they are specifically made.

Refunds 
Refunds are subject to inspection and approval of your returned item. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take a few business days for your bank or credit card company to process the refund. 
Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question via our Contact Us page or by emailing us – rubysheartfeltgifts@gmail.com.