Refund policy

We want you to feel good about your Hearts Notes order. If something is not right, contact us with your order number and tell us what happened.

Contact us before sending anything back

Our products can be fulfilled by different production partners. Please request return instructions first. We will provide the correct return address and explain the next steps for your item. Do not send a return to the address on your parcel, to a printer, or to our business mailing address unless we have directed you there.

To submit a return or cancellation request online, open your customer account, sign in with the email used for your order, and select the order and available request action. You can also use our contact form to notify us of a return or exercise an applicable cancellation right, including if an account action is unavailable. Our instructions help route the parcel correctly; they do not remove your statutory rights.

Physical products

You may request a return within 30 days from delivery of the last item in your order. If the final day falls on a weekend or holiday, the window extends to the next business day. For a change-of-mind return under this store policy, the item should be unused, in its original condition and, where reasonably possible, in its original packaging. Please provide your order number or other proof of purchase.

For personalized items, contact us so we can review the request with you. A spelling or design choice approved at checkout is different from a production error, but we will still help you understand the available options. This does not affect your rights if an item is faulty, incorrect or not as described.

For an ordinary change-of-mind return, you pay the return postage unless we agree otherwise. If we sent the wrong item or it arrived faulty or damaged, we will arrange the appropriate remedy without charging you return postage. We will tell you whether an actual return is needed.

Damaged, faulty or incorrect items

Please contact us as soon as you notice a problem. Describe the issue and keep the item and packaging. We may ask for photos and will explain how to send them. We will work with you on a replacement, refund or other remedy required by applicable law. A delay in reporting does not remove your statutory rights.

Digital PDFs and licenses

If you bought the wrong PDF, made a duplicate purchase or cannot use your file, contact us within 7 days of purchase for a case-by-case review under our store policy. We will first help with access or file problems where appropriate. This review period does not limit legal remedies for faulty or misdescribed digital content.

The license applies to the specific title and license tier purchased. If that purchase is refunded and the license ends, stop using and sharing the files and remove copies supplied under that license, except where applicable law provides otherwise.

Cancellations and changes

You can submit a cancellation request through your customer account until an item is fulfilled. A request is reviewed by our team; it does not automatically cancel production or issue a refund. Contact us promptly if you need to change personalization or cannot submit a request online. Physical production may already have started, so we cannot promise that a design change can be made. Applicable cancellation rights remain available.

Refunds

We will confirm the outcome of your request and any return arrangements. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to display the credit. Where consumer law sets a refund deadline or requires reimbursement of standard outbound delivery charges, that rule applies.

Your consumer rights

This store policy is additional to, and does not replace, mandatory consumer rights. Where applicable, including qualifying online purchases by EU consumers, you may have a 14-day right of withdrawal and remedies for goods or digital content that are faulty or not as described. Legal exceptions can apply to clearly personalized goods and to digital content supplied after the required express consent and acknowledgment. We do not treat downloading a PDF alone as proof that you waived a statutory right.

Need help? Send us a message.

Last updated: 7 September 2026.