Refund policy

Refund and Return Policy

At HeartKat, we want you to be completely happy with your purchase. Because our products are custom-made, our return policies differ between custom digital artwork and custom sterling silver charms.

Custom Sterling Silver Charms – 100% Happiness Guarantee

We want you to absolutely adore your charm. If you’re not completely happy, you may return it within 14 days of delivery for a full refund. Buyer is responsible for return shipping.

Custom Digital Artwork

We strive to create artwork you’ll love. Due to the personalized nature of our products, we do not accept returns or exchanges for custom digital artwork that has been approved by you before printing.

All sales are final once the artwork has been approved.

If you receive your order and there is an issue (damage during shipping or a mistake on our part), we are happy to work with you to resolve the problem. Please see the “Damages and Issues” section below.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if:

  • The item arrives defective or damaged

  • You receive the wrong item

To report an issue, email us at kat@kellokat.com within 7 days of receiving your order. Include your order number, a description of the issue, and photos of the damaged or incorrect item. We will evaluate the problem and provide a solution, which may include a replacement or refund.

Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Custom artwork that has been pre-approved prior to printing

  • Gift cards or promotional items

If you have questions or concerns about your order, please contact us at kat@kellokat.com before completing your purchase.

Cancellations

Orders can only be canceled before the artwork approval process has been completed. Once you approve the design, the order is final, and no cancellations can be accepted.

Shipping Policy

We currently only ship within the United States. Shipping issues, such as delays or lost packages, will be handled on a case-by-case basis. If you encounter any problems, please reach out to us at kat@kellokat.com for assistance.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take time for your bank or credit card to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at kat@kellokat.com.