Refund Policy
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Refunds at a glance
- Refund timing: issued to your original payment method within 7 days after approval.
- What counts as approval: your return is received and inspected, a photo claim is accepted, or a cancellation is confirmed.
- Eligible period: 60 days from delivery for returns and for damaged, defective, wrong or lost items.
- Fees: no restocking fee, ever. Shipping was free, so nothing is deducted for it.
- Return postage: paid by us when the problem is our mistake; paid by you for change-of-mind returns.
1. How this page relates to returns
This page is about money: when you are entitled to a refund, how much is refunded, where it goes and how long it takes. The practical steps of packing and sending an item back, and of swapping a size or colour, are on our Returns & Exchanges Policy. If you only want a different size, you probably want an exchange rather than a refund.
2. When you are entitled to a refund
| Situation | Refund amount | Approval point |
|---|---|---|
| Order cancelled before production starts | Full order total | When we confirm the cancellation |
| Change-of-mind return within 60 days of delivery | Price of the returned items | When the return is received and inspected |
| Damaged, misprinted, defective or wrong item | Price of the affected item (or a free replacement if you prefer) | When your photos are reviewed and accepted |
| Parcel lost in transit (carrier cannot locate it) | Price of the lost items (or a free reshipment) | When the carrier investigation closes or 5 business days pass |
| Parcel returned to us because it was refused for import charges | Price of the items, less any return shipping charged to us | When the parcel is back with us |
3. Our 7-day refund promise
Once a refund is approved, we issue it within 7 days. In practice most refunds are issued within one or two business days of approval. We email you when the refund has been sent, with the amount and the date.
After we send a refund, your bank, card issuer or payment provider needs its own time to show it on your statement. That usually takes from a few hours to several business days depending on the provider, and it is outside our control. If you have not seen a refund 10 business days after our confirmation email, write to us and we will send you the transaction reference so your bank can trace it.
4. Where your refund goes
Refunds are always returned to the payment method used for the order. We cannot send refunds to a different card, a different account, a gift card or in cash. If the card you paid with has been cancelled or has expired, card networks normally redirect the refund to the replacement card or account; if yours does not, your bank can help you collect it. Refunds are made in US dollars, the currency of our store. If your bank converted the original payment from another currency, the amount you see may differ slightly because of exchange-rate movement between the payment and the refund, which we cannot control.
5. Full and partial refunds
When you return all the items in an order, we refund the full price you paid for them. When you return only some, we refund the price of those items, including any discount applied to them in proportion. For example, if you used a 10% code on an order with a hoodie and a mug and you return only the mug, we refund the mug’s price minus the 10% discount that applied to it.
We may issue a partial refund when an item comes back in a condition that is clearly different from how it was sent, for example washed several times, stained or damaged after delivery. If we think a partial refund applies, we email you photos and an explanation before issuing anything, and you can choose to have the item sent back to you instead.
6. Refunds for our mistakes
If something arrives misprinted, defective, damaged in transit or simply wrong, you never pay to fix it. Send photos within 60 days of delivery. Picture a ceramic mug with a bear and pine design that arrives with a chip on the rim: email a photo of the chip and the outer box. Once we accept the claim, usually the same business day, the refund is approved and issued within 7 days, or we ship a replacement if that is what you choose. In most of these cases we do not ask for the item back; if we do, we provide a prepaid label or reimburse the postage you paid.
7. Cancellations
An order cancelled within 24 hours of being placed and before production has started is refunded in full. Once an item has been printed it cannot be cancelled, but it remains covered by our 60-day returns. The details of when and how to cancel are on the Cancel or Change an Order page.
8. Lost parcels
If tracking has shown no movement for 7 business days, contact us. We ask the carrier to investigate. If they cannot find the parcel within 5 business days, we refund the lost items or reship them, whichever you choose. If a parcel is marked delivered but you cannot find it, please follow the checks on our Shipping & Delivery page first; we then open a claim with the carrier and decide with you on a refund or reshipment.
9. Refunds for gift orders
Refunds always go to the person who paid. If you received an item as a gift and want a refund rather than an exchange, the money is returned to the buyer’s payment method. We can tell the buyer that a gift was returned without mentioning amounts, if you ask us to. For an exchange instead, see the gift section of the Returns & Exchanges Policy.
10. Discount codes and promotions
Discount codes are not cash and cannot be refunded on their own. If a code was used on an order that is fully refunded, we can reissue an equivalent code when the original offer is still running. Free shipping is standard on all our orders, so no shipping amount is ever deducted from or added to a refund.
11. Chargebacks and payment disputes
If something has gone wrong with an order, please contact us before disputing a payment with your bank. Most problems are solved by email within one business day, and a dispute can freeze the funds for weeks, which slows down the very refund you are owed. If you have already opened a dispute, tell us; we will cooperate with your bank and will not refund the same amount twice.
12. Examples
Wrong colour
You ordered a sand-coloured tee and received a black one. Send us a photo of the shirt and its label. We print and ship the sand tee free; if you would rather have your money back, we refund the tee within 7 days of accepting your photos. We will tell you whether to keep or return the black tee.
Changed your mind about a blanket
Three weeks after delivery you decide the sherpa blanket is too large for your couch. Email us, post it back using a tracked service at your cost within 14 days of approval, and once it arrives and is inspected within 2 business days, we issue a refund for the blanket’s price within 7 days.
Typo in a personalised ornament
If the name printed matches what you typed, the ornament is not refundable as a defect, though we are happy to help with a reprint at a reduced price where possible. If the printed name differs from what you typed, the reprint or the refund is on us.
13. Refund timeline, step by step
To make the waiting easier to follow, here is the full path of a typical change-of-mind refund for a customer in the United States, counted from the day you write to us.
| Step | Who acts | Typical time |
|---|---|---|
| You email us asking to return an item | You | Day 0 |
| We approve the return and send the address | Native Heart Tee | Within 1 business day |
| You post the item with tracking | You | Within 14 days of approval |
| The parcel travels back | Carrier | Usually 3–7 business days in the US; longer from abroad |
| We inspect the item and approve the refund | Native Heart Tee | Within 2 business days of arrival |
| We issue the refund | Native Heart Tee | Within 7 days of approval |
| The refund appears on your statement | Your bank or payment provider | Varies by provider |
Photo claims for damaged or wrong items skip most of these steps: we usually approve them on the day we receive the photos, and the 7-day refund clock starts immediately.
14. What we never do
- We never charge a restocking fee or a “processing” fee on refunds.
- We never replace a refund you are entitled to with store credit unless you ask for store credit.
- We never keep a returned item without either refunding it or explaining why and offering to send it back.
- We never ask you to pay return postage when the problem was caused by us, our print partners or the carrier.
If you feel any of these has happened, reply to our last email or write to [email protected] and the person handling your order will review it again.
15. Order records we keep for refunds
To process refunds accurately we keep order details such as the items, prices, discount codes, shipping address and the payment reference returned by the payment provider. We do not see or store your full card number. How long we keep these records and how you can ask about them is explained in our Privacy Policy.
Questions people ask about refunds
Can I get a refund instead of an exchange for a size problem? Yes. Size problems are treated as change-of-mind returns: you can choose either a free-shipping exchange or a refund of the item price after the item comes back.
Do I have to return a damaged mug before I am refunded? Usually not. Photos are normally enough, and the refund is approved as soon as we accept them.
Will I get a refund if my parcel was delivered late? A late delivery is not by itself a reason for a refund, but if a delay means the item is no longer useful to you, for example a holiday gift, the item can be returned within 60 days of delivery like any other.
What if I returned something without asking first? Tell us as soon as you can, with the tracking number. We will try to match the parcel to your order and treat it as a normal return.
16. Your legal rights
This policy does not limit any rights you have under the consumer protection laws of your country or state. Where those laws give you more, they apply.
17. Contact us about a refund
Email [email protected] with your order number. We reply within 1 business day, Monday to Friday, Pacific Time. You will also find a ready-made refund subject line on our Submit a Ticket page and quick answers in the FAQs.
Native Heart Tee is operated by Nativehearttee, 160 Azure St., Morro Bay, CA 93442, United States.