Refund Policy

Last updated: November 2, 2026

This Refund Policy is about money: when Hearth Gift gives it back, how much, where it goes and how long it takes. The practical side of sending an item back, including the free return label and how to pack a framed sign safely, lives on our Returns & Exchanges Policy. Read the two together and you will have the whole picture. If anything here is unclear for your own order, email support@hearthgift.shop and we will explain it plainly.

The situations that lead to a refund

Most refunds at Hearth Gift come from one of a handful of everyday situations. Each one is described below with what you send us and what you can expect back.

You changed your mind

You ordered the Shoes Off, Come On In Doormat and the household decided against it, or the Our First Home Journal in Rawhide did not match what you pictured. Within 60 days of delivery you can send it back on the free label we provide. Once the item reaches us, you receive a refund of the price you paid for it within 7 days. There is no fee and no charge for the label.

The personalized text was typed incorrectly

We print exactly what is entered in the personalization fields, and there is no proof step before production. If a name, year or street was typed with a mistake and the order is already past the 24-hour change window, the item still qualifies for the 60-day return. When it comes back, the refund follows the same timing as any other return. You are welcome to reorder with the corrected text; the new order is a separate purchase.

Something arrived damaged, faulty or different from what you chose

A cracked candy jar, a frame in Black when you selected Grey, or a cutting board in the wrong wood are all problems we want to hear about. Email us with your order number and photos. We will reply within 24 hours on business days and help put it right, which can mean a refund or another way of resolving it that you agree to. If we need the item back, we send a free label.

Your order was cancelled within 24 hours

If you email us within 24 hours of placing an order and ask to cancel, and we confirm the cancellation, the full amount you paid is refunded to your original payment method. Nothing is held back. The steps are described on Cancel or Change an Order.

A parcel has not arrived

Our shipping estimate is 1-3 business days of preparation followed by 7-14 business days in transit to the US, Canada, Australia and New Zealand. If your order is well beyond that estimate and you have not received it, contact us and we will help. We will look into the order with you and agree the next step, which may include a refund.

How the amount is worked out

Because we offer free shipping with no minimum, there is no shipping line on your order to refund or withhold. The refund for a returned item is simply the price you paid for that item. The table below sets out each common case.

Returning part of an order

A housewarming order might hold a Welcome Home Glass Candy Jar, an Our First Home 11 oz Mug and a Welcome Home Marble & Acacia Coaster. If only the mug comes back, only the mug is refunded; the rest of the order is untouched. Your refund email will list exactly which item the amount relates to, so it is easy to match against your receipt.

Taxes and import charges

Hearth Gift does not currently collect sales tax at checkout, so there is no tax line on our side to refund. For orders delivered to Canada, Australia or New Zealand, import duties and taxes depend on the destination country and are handled outside our checkout. If you paid such charges on delivery and are returning the item, contact us and we will help you with what we can.

Timing, from our side and from your bank’s

The clock for a return refund starts when the returned item reaches us. From that point we issue your refund within 7 days. For a confirmed cancellation within the 24-hour window, there is nothing to wait for in the post, and we refund once we confirm the cancellation by email.

After we issue a refund, your payment provider still needs to post it to your account. That step is outside our control, and how quickly the amount shows up on a statement depends on the provider. If you do not see it after a reasonable wait, email us with your order number. We will confirm the date we issued the refund and the amount, so you have what you need to ask your provider.

A timeline you can follow

1. You email us within 60 days of delivery to start a return.
2. We reply within 24 hours on business days with a free return label.
3. You send the parcel back and keep the drop-off receipt.
4. The return reaches us and we match it to your order.
5. Within 7 days of receiving it, we issue your refund to the original payment method, or your store credit if you asked for it.
6. We email you to confirm the amount and the item it covers.

Where refunds are sent

Refunds go back to the original payment method used when the order was placed. We cannot send a refund to a different card, account or person, which protects you and the person who paid if the two are not the same. The payment methods available at checkout are the ones shown there at the time; our Payment Methods page explains how payment works.

Gift orders

Suppose you sent a Forever by Our Side Pet Memorial Framed Sign to a friend at their address, and it needs to come back. The refund goes to you, as the person who paid. If you would prefer the value to stay with your friend, ask us for store credit instead and tell us who should use it. We will not contact the recipient about money unless you ask us to.

Choosing store credit instead

Some people would rather keep the value with us, for instance to reorder a Family Name Established Doormat in the 36×24 in size once they have measured the double doors properly, or to choose a different keepsake later in the year. Store credit is available whenever you ask for it in place of a refund. It never expires, so there is no need to spend it before a particular date, and it is confirmed to you by email.

Store credit is optional. If you do not ask for it, your refund goes to the original payment method as described above. We do not offer discount codes, sales or bulk pricing, so store credit is simply the value of what you returned and nothing more.

Swapping sizes or colors: how the money moves

Hearth Gift handles an exchange as two simple steps: a new order for the version you want, and a return of the original. That keeps the money easy to follow. The new order is charged at the price shown on its product page, because price changes with the size you select. The original item is refunded at the price you paid once it reaches us, within the same 7 days as any other return.

For example, if a Home Sweet Home Square Framed Sign in 8×8 in feels too small on a hallway wall and you reorder it in 12×12 in, you pay the 12×12 in price on the new order and receive the 8×8 in price back after the smaller sign is returned. If you would rather not wait for the refund to settle the difference, ask for store credit on the returned item and we will confirm the amount by email. Either way, no restocking fee is taken and the return label stays free.

Ordered the same thing twice by mistake?

It happens, especially when a checkout page is refreshed or two family members order the same Mini House Ornament Set of 3 for the same couple. If you notice within 24 hours, email us and ask us to cancel the duplicate; once confirmed, it is refunded in full. If you notice later and both parcels arrive, the extra one can go back within 60 days on a free label like any other return.

Memorial orders and refunds

When an order is connected to a loss, practical questions about money can feel uncomfortable to raise. Please do not let that stop you. A daughter who ordered the In Loving Memory Name & Dates Framed Sign for her father, reading “Robert James Hale · 1951 – 2025 · Always remembered”, is covered by exactly the same 60-day return and the same 7-day refund timing as anyone else. If a piece meant for a celebration of life arrives after the day has passed, or simply does not feel right, write to us whenever you are ready. There is no penalty for taking your time within the 60 days, and we will keep the exchange short and considerate.

When a refund may not apply

We want this policy to be generous, and in almost every case it is. A refund request may not be accepted in these limited situations:

• the request is made more than 60 days after delivery;
• the item was never sent back to us after a change-of-mind return was arranged;
• the returned parcel does not contain the item from the order we are asked to refund.

If you think one of these has been applied to you by mistake, reply to our email and we will look at it again with you.

Payment disputes

If a charge on your statement looks wrong, or a refund you expected has not appeared, please write to us first. We can usually explain or fix it quickly by email, and we can share the date and amount of any refund we have issued. Contacting us does not affect any rights you have with your bank or payment provider.

Questions about a refund

Email support@hearthgift.shop with your order number in the subject line, and we reply within 24 hours on business days. You can also submit a ticket, check your order in My Account, or browse the FAQs. Delivery estimates are on Shipping & Delivery.

Hearth Gift, 535 E Patton St, Paxton, IL 60957, US.