Our Process
Refund and Return Policy
At Two Hearts Co., we are committed to creating beautiful, high-quality, personalised artwork that you will cherish. Because each item is custom-made specifically for you, our policy is tailored to reflect the unique nature of our products.
1. General Policy for Personalised Items
All personalised and custom-made items are final sale and cannot be returned or exchanged.
This is because the artwork is created based on your specific photo and customisation choices, making it impossible for us to restock or resell the item. We encourage you to carefully review your order details and photo submission before finalising your purchase.
2. Damaged or Defective Items
We take great care in packaging your artwork, but if your order arrives damaged or defective, we will gladly replace it.
To report a damaged item:
1.Contact us immediately at [Your Email Address Here] within 7 days of receiving your order.
2.Include your Order Number in the subject line.
3.Attach clear photographs of the damage to both the product and the packaging.
Upon review, we will arrange for a replacement to be sent to you at no additional cost. We do not offer refunds for damaged items, only replacements.
3. Dissatisfaction with Artwork
We strive for 100% satisfaction. As outlined in our Customisation Details:
•We provide a digital proof and offer one round of minor revisions to ensure you are happy with the artwork before it is printed.
•Refunds are not offered for subjective dissatisfaction (e.g., "I don't like the style" or "I changed my mind").
•If the final printed product does not match the approved digital proof, or if there is a clear error on our part (e.g., incorrect spelling of a name you provided correctly), we will offer a free replacement.
4. Contact Us
For all questions regarding refunds, returns, or replacements, please contact us at:
twoheartscoportraits@gmail.com
We are here to help and will respond to all inquiries within [Your Expected Response Time, e.g., 24-48 hours]