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 portrait artwork and custom jewelry.
Custom Jewelry
Because every piece is custom made just for you, we cannot accept returns or exchanges for custom jewelry. You'll receive a 3D preview for approval before your piece is cast, ensuring you're happy with the design before production begins. If you decide to cancel before casting, you will receive a full refund, minus a $50 design fee.
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.
Custom Portrait 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 portrait 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@heartkat.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 Jewelry
• Custom artwork that has been pre-approved prior to printing
• Gift cards or promotional items
These exclusions do not apply to damaged, defective, or incorrect items, which are addressed under Damages and Issues.
If you have questions or concerns about your order, please contact us at kat@heartkat.com before completing your purchase.
Cancellations
Custom jewelry orders may be canceled before casting begins for a refund minus the $50 design fee. Once casting begins, cancellations are not accepted.
Custom portrait artwork orders may be canceled before design approval. Once you approve the artwork for printing, cancellations are not 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@heartkat.com for assistance.
Refunds
For custom jewelry cancellations made before casting begins, we will refund your payment minus the $50 design fee.
For damaged, defective, or incorrect items, we will confirm the resolution with you, including whether a return is required.
Approved refunds will be issued to your original payment method within 10 business days. Your bank or credit card company may require additional time to process the refund.
If more than 15 business days have passed since we confirmed your refund, please contact us at kat@heartkat.com.
