Refund Policy

Personalized items are made from one approved portrait for one order, so the available resolution depends on the production state and the problem reported. We don't print it until you say it's them.

Changes before production

After you pay, we check your design for production. If we send you an updated preview and it isn't quite right, you can ask for up to three changes within 30 days of payment. Trying new previews before you pay, within your free daily limit, doesn't count as a change.

If three changes still don't get it right, you choose one of these:

• We start over once in a new design direction. This doesn't count as a change.
• We stop, and refund the full amount to the person who paid, through the original payment route.

If a design isn't approved within 30 days of payment, we cancel the order and refund it in full. We never make a design you haven't approved.

Each round of changes moves the ship date later. For holiday delivery, approve your design by the cutoff date on our holiday calendar.

Cancellation before production confirmation

A cancellation accepted before production is authorized receives a full refund through the original payment route. HEARTKNOWN also stops the unconfirmed production request; a refund alone is not treated as proof that production stopped.

Personalized items and change of mind

After production is confirmed, HEARTKNOWN does not accept routine change-of-mind returns or exchanges, including when the approved portrait, size or color was selected incorrectly. This does not limit a right that applicable law does not allow us to exclude. The one free remake described below is separate from returns and exchanges.

Not quite right after delivery: one free remake

If your piece arrives as approved but doesn't feel right, tell us within 3 days of delivery. For orders delivered November 16 through December 24, tell us by December 28.

• Describe what looks off, and include a photo of the piece you received.
• We make one free remake for that order, shipping included. You don't need to send the first piece back.
• You'll see the new preview first and can ask for one round of changes. Nothing is made until you approve it.
• Remakes join our production queue and are estimated to ship 7–14 business days after you approve the new preview, plus transit time.

This remake is offered instead of a refund. Damage, an incorrect item or a production defect is handled separately below.

Damaged, incorrect or defective items

Contact support promptly if an item arrives damaged, incorrect, incomplete or materially inconsistent with the approved order. Please report within 30 days of delivery, or within 30 days of the estimated delivery date if a parcel hasn't arrived, so we can file with our production partner and carrier. This is not presented as a universal legal deadline.

What to include

Provide the order reference, a clear description of the issue, photos of the item and packaging, and any carrier damage. Do not send payment card information or account passwords.

How a confirmed issue is resolved

HEARTKNOWN compares the delivered item with the approved portrait, selected options, production file and shipment facts. A confirmed damage, wrong item or production defect is resolved with a free remake or a full refund through the original payment route, according to the verified issue and the customer's choice where both remedies remain possible.

Preview and physical differences

Small changes in screen color, material texture, print placement, embroidery thread and stitch behavior can occur. They are reviewed against the approved design and the reasonable limits of the selected production method.

Refund processing

Approved refunds return through the original payment route where available, to the person who paid. Processing time depends on the checkout provider and financial institution; a refund decision is not the same as funds already appearing in an account. Store credit is not used as the only remedy for an unshipped cancellation or confirmed full refund.

How to reach us

Write to [email protected] with your order number. We aim to reply within two business days.