1. Overview of Returns and Refunds

We hope you are satisfied with the purchase at Hearthstory . If you need a return/refund, please contact us within 24 hours after receiving the product: hearthstory.cn@gmail.com.

2. Scope of application (which can be refunded)

When we meet the following criteria, we generally accept returns/refund requests:

  • Can provide valid order information/purchase vouchers.
  • The product is applied within 1  days;
  • The product remains unused/undamaged (does not affect secondary sales), and retains the original packaging, accessories and instructions as much as possible;

3. Does not support returns
/ refund case

Returns/refunds may not be supported in the following circumstances (unless otherwise provided by law):

  • Custom/Personalized Products(such as lettering, custom size, etc.) In the case of no quality problems.
  • exceed the return period;
  • Damage, obvious wear, and traces of use caused by personal reasons;
  • Products clearly marked as clearance/special price and are not refundable or exchanged;

4. Return process

  1. Email hearttory.cn@gmail.com to provide: order number, return reason, product photo (if any).
  2. After review, we will provide the return description and return address (if applicable).
  3. You send the goods back and provide the logistics order number.
  4. After we receive and check, usually in (Refund processing time:5 working days) Internal processing of refunds/exchanges.

Packages returned without permission may not be received or processed.

5. Return freight and risk responsibility

  • Ruo becauseQuality problem / wrong goods / damaged transportationResulting in return: We will bear or subsidize the reasonable return shipping fee according to the situation (voucher is required).
  • If due to personal reasons (don’t like/buy the wrong, etc.) ** return: the return shipping fee is generally borne by the buyer.
  • The risk of return in transit is usually borne by the sender, and it is recommended to use a traceable logistics method.

6. Refund method and arrival time

  • Refunds will be returned to the way you pay when you pay (such as credit card/PayPal, etc.).
  • The time of arrival depends on the payment institution, usually ((Arrival time 3 –7working days).

7. Customs/Taxes

Cross-border orders may incur fees such as tariff/import tax/VAT. Such fees are generally non-refundable unless otherwise provided by law or we expressly committed to it.

8. Contact us

For return/refund support, please contact: hearthstory.cn@gmail.com.

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