Refund Policy & Damaged Items
📦 Return & Replacement Eligibility
We offer a 30-day replacement policy for damaged or defective items only. To qualify, you must contact us within 30 days of receiving your order and provide clear photos of the issue along with proof of purchase.
To be eligible:
- The item must be damaged, defective, or incorrect
- You must report the issue within 30 days of delivery
- You must include photos of the issue and your order number
🛡 Shipping protection: Items marked as delivered but not received are only eligible for replacement if shipping protection was purchased at checkout.
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📨 How to Request a Replacement
- Please email hello@heirloomharbour.com with:
- Your order number
- A description of the issue
- Photos clearly showing the damage or defect
If approved, we’ll send instructions and (if needed) a prepaid return label.
Note: Items returned without prior approval will not be accepted.
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🚫 Non-Returnable Items
- We do not accept returns or offer refunds for:
- Personalized or custom-made items
- Items purchased on sale or via gift card
- Perishable goods, beauty products, or hazardous materials
🔁 Exchanges
We do not offer direct exchanges. If you'd like a different item, place a new order after your approved return or replacement has been processed.
🇪🇺 EU Customers
If your order was delivered within the European Union, you are entitled to a 14-day cooling-off period. You may cancel or return your order for any reason within 14 days of receiving it. Items must be in original condition, with tags and packaging, and include proof of purchase.
💳 Refunds (If Applicable)
If a refund is approved, you will receive it on your original payment method within 10 business days after we receive and inspect the item.
📸 Important: Photos of the damaged item are required for all replacement or refund requests. This is required by our fulfillment partners and ensures fair processing.
If more than 15 business days have passed since approval, contact us at hello@heirloomharbour.com.