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Returns and Remakes

Effective 18 October 2026

Every keepsake we sell is made to order from your photo and your design. That shapes how this policy works: we do not take returns, but we will fix what is our fault.

Our promise: a free remake for faults

If your keepsake arrives damaged, defective, misprinted, or not as you designed it, we will remake it free. If a remake is not possible, we will refund you.

To ask:

  1. Tell us within 30 days of delivery. If you are unsure of the date, count from the day the carrier shows it delivered.
  2. Include your order reference and a photo that shows the problem.
  3. Use heartleigh.com/contact, or email [email protected]. You can also reply to your order email. The contact form cannot attach a photo, so if you have one, email it.

We aim to reply within two business days. We will tell you if we need the item sent back. Please do not send it before we reply. Refunds go to the card you paid with, and your bank decides how long they take to show.

What a remake does not cover

Each item is personalized, so we cannot take it back or exchange it for:

  • a change of mind,
  • a size, color or product you chose by mistake,
  • a spelling, date or message typo in your design,
  • a photo you chose that printed soft or blurry after we warned you it might,
  • slight color differences between your screen and the print.

What you see in the designer is what we print. Please check the design before you pay.

If your parcel has not arrived

Delivery times shown at checkout are estimates. If your parcel is late or missing, contact us and we will look into it with the carrier.

Your legal rights

This policy sits on top of your legal rights. It does not replace them.

If you live in the EU or UK, the law gives you a legal guarantee that goods match what you bought and are free of faults. In the EU this lasts at least 2 years from delivery. In the UK, the Consumer Rights Act 2015 applies. You can rely on these rights whatever this page says, and a remake under our policy does not use them up.

The 14-day right to cancel a distance purchase does not apply to goods made to your specifications or clearly personalized (Directive 2011/83/EU, Article 16(c)). Our keepsakes are made that way, so they are not covered by that right. The UK has a similar rule.

If you live elsewhere, your local consumer law may also give you rights we cannot remove.

Candles

A candle is a service, not a shipped item. A paid candle starts when you pay: your virtual candle goes on the wall and its page, and a $9 candle is lit in the room at our next lighting. A candle you light on someone else's candle page is free, so there is nothing to refund.

  • If something went wrong on our side, such as a wrong name, a page that did not go live, or a $9 candle we did not light, contact us and we will fix it or refund you.
  • Once a candle is lit, it cannot be canceled or refunded, wherever you live. Your candle is lit the moment you pay. This includes the $9 candle in our room: its virtual flame is lit when you pay, and its real candle at our next lighting. Before you pay, we ask you to check a box asking us to light it at once and confirming that you understand this. If you live in the EU or the UK, that is your agreement to give up the 14-day right to cancel, and we confirm it in your receipt.
  • Nothing on this page takes away rights the law gives you where you live.

When a candle is refunded, it is removed from the wall, an intention from it is never read on the stream, and a page it opened is hidden.

Contact

heartleigh.com/contact or [email protected]. We aim to reply within two business days.