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Terms of Sale

Effective 18 October 2026

These terms apply when you buy from heartleigh.com. By paying, you agree to them. Please read them with our Returns and Remakes page and our Privacy Policy.

Who sells to you

Axiom Synapse LLC, registered in the State of Delaware, USA, at 2810 N Church St, PMB 691717, Wilmington, DE 19802-4447, USA. Heartleigh is our trading name. Your card statement shows "AXIOM SYNA* HEARTLEIGH".

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

Keepsakes

Each keepsake is made to order from the photo and design you create in our designer, and printed by a print partner.

  • What you see is what we print. The designer shows the exact print area. We print your design as you leave it. There is no separate proof step, so check it before you add it to your cart.
  • Colors. Screens and print differ, so colors can look slightly different on the product.
  • Your photo. We tell you when a photo may print soft. A print is only as sharp as the photo you give us, so a low-resolution photo you chose is not a fault.
  • Your choices. Spelling, dates, size and photo are yours to check. We do not correct them.

If something arrives damaged, defective, misprinted or not as you designed it, see Returns and Remakes.

Prices and payment

Prices are in US dollars. On the payment page you can pay in your own currency instead: our payment provider converts the price at its own rate, which can be a little higher than paying in US dollars. Your price is the total shown at checkout, which includes shipping. Prices are final: we do not add sales tax or VAT at checkout. You pay by card through our payment provider. We never see your card number. We charge your card when you pay, and an order is accepted when payment is confirmed. Promotion codes, when we run them, are entered at checkout.

Import duties, customs fees and local taxes charged by your country on delivery are yours to pay.

Shipping

We ship to most countries. You choose your country in the cart and see the cost and delivery window before you pay. Shipping is charged at our print partner's rate. US orders of $75 or more ship free. Acrylic prints, metal prints and engraved wine glasses ship to the US and Canada only. We do not ship to Russia, Belarus or places with no postal delivery.

Delivery times are estimates, not promises. We send the item to the address you enter at checkout, so check it carefully. If your parcel has not arrived within the window shown, contact us and we will look into it with the carrier. Because production starts soon after payment, we may not be able to change or cancel an order once you have paid, but contact us quickly and we will try.

Virtual candles

A candle is a service, not a product that ships.

  • The $5 candle is a virtual candle shown in the name you give, on our candle wall and its own page, for one year from the day you pay. No real flame burns for it.
  • The $9 candle is the same virtual candle for a year, plus one real candle that we light in our candle room at our next lighting (4pm UTC, every day), on our live stream. We email you when it is lit. It is rated by its maker for up to 30 hours, but drafts shorten that, so we do not promise a burn time. We sell it only while the room is live.
  • A candle on someone else's candle page is free. The virtual candle you light on another person's page costs nothing. We email you a link, and it is lit for a year when you press it. It can be relit free in the same way. The $9 candle in the room, and the first candle that makes a page, are paid.
  • Reading an intention. While our live stream is on, you can tick a box with a paid candle, and we may read your first name and short intention aloud on the stream, and show them on screen. We read every intention first, and nothing airs until we approve it. We remove links, email addresses and phone numbers. We may edit or decline an intention, and we email you the time before it airs. The voice is AI generated and says so on screen.
  • No promised outcome. We light a candle and, if you ask, read an intention. We do not promise any result, healing, or answer.
  • Relighting. A month before a candle goes out we email you a link to relight it, unless you untick that box when you buy. You can stop these emails at any time.
  • Refunds. A paid candle starts when you pay. A free candle costs nothing, so there is nothing to refund. See Returns and Remakes for when a candle can be refunded. If a candle is refunded or the payment is disputed, it is removed from the wall, an intention from it is never read on the stream, and a page it opened is hidden.

Names and candle pages

When you buy a candle you choose who can see it: name shown on the wall and its page, no names on the wall, or private. The private link we email to a page's creator lets them hide the page at any time. To change anything else, contact us.

Anyone can make a candle page for a pet, a loved one, an occasion, a cause or a group. We do not check who made one, and a page does not mean its subject runs or endorses it. If you make or support a page:

  • Do not use links, email addresses or phone numbers in names or descriptions.
  • Do not impersonate a person or organization, or use the words Heartleigh or verified in a name.
  • Do not post anything hateful, unlawful, abusive, misleading or private about someone else.

You can report a page from the page itself. We may hide or remove any candle, page, name, description or intention that breaks these rules or that we reasonably think is harmful, and we may do so without refund. We will tell a page's creator by email when we remove it.

Your photos and content

When you upload a photo or text, you confirm you own it or have permission to use it, and that it does not break anyone's rights or the law. You allow us to copy, adjust for printing and print it, and to send it to our print partner, only to make and deliver your order. If you choose a public candle, you also allow us to show the name you provide on the wall and its page. We may refuse an order if we reasonably think the content is unlawful or infringes someone's rights.

Using the site

Please do not misuse the site: no bots or scripts against the forms, no attempts to break into it, no fake orders or candles, and no harassment.

Our liability

Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, for fraud, or for your legal rights as a consumer. Subject to that, we are not liable for loss that was not a foreseeable result of our breach, for lost profit, or for the live stream or site being unavailable. Our liability for any order is limited to the price you paid for it.

Law and disputes

These terms are governed by the laws of the State of Delaware, USA. If you are a consumer, you keep the mandatory protections of the country where you live, and you can bring a claim in your local courts. Otherwise, the state and federal courts located in Delaware decide any dispute.

Changes

We may change these terms. The terms in force when you pay apply to your order.