Refund policy

Last updated: June 2026
Platform: Shopify
Store: theheartofcare.co.uk

1. Introduction

This Refunds & Returns Policy explains, in a gentle and easy-to-understand way, how refunds, returns, and exchanges are handled for purchases made through this Shopify store.

Amanda aims to create a warm, supportive experience for every customer. If something isn’t right, she will always do her best to resolve it with kindness and clarity.

2. Eligibility for Refunds or Returns

You may be eligible for a refund or return if:

  • The item arrives damaged or faulty

  • The wrong item is received

  • The item does not match the description on the website

To help Amanda support you quickly, please contact her within 14 days of receiving your order.

3. Items Not Eligible for Return

Some items cannot be returned for hygiene, safety, or legal reasons. These may include:

  • Digital downloads

  • Personalised or custom-made items

  • Perishable goods (if applicable)

  • Intimate or sanitary products

If an item is non-returnable, this will be clearly stated on the product page.

4. How to Request a Refund or Return

If you need to request a refund or return, simply:

  1. Email Amanda at (insert contact email)

  2. Include your order number

  3. Share a brief description of the issue

  4. Attach a photo if the item is damaged or incorrect

Amanda will respond with warmth and clarity, usually within 2-3 working days.

5. Returning Your Item

If a return is approved, Amanda will provide:

  • The return address

  • Any instructions needed

  • Confirmation of whether return postage is covered

Please return the item in its original condition and packaging where possible.

6. Refunds

Once your return is received and inspected, Amanda will let you know whether the refund has been approved.

If approved:

  • Refunds are issued to your original payment method

  • Processing usually takes 5-10 working days, depending on your bank

If a refund cannot be approved, Amanda will explain the reason gently and clearly.

7. Exchanges

If you would like an exchange (for example, a replacement item), Amanda will do her best to accommodate this where stock allows.

If an exchange is not possible, a refund may be offered instead.

8. Late or Missing Refunds

If you haven’t received your refund after 10 working days:

  • Check with your bank or card provider

  • Then contact Amanda for support

She will be happy to help.

9. Contact

If you have any questions, worries, or need reassurance about your order, you can contact:

Email: welcome@theheartofcare.co.uk
Address: Becketts Tripp Hill, Fittleworth, West Sussex, RH20 1ER

Amanda aims to respond with warmth, clarity, and care.

10. Updates to This Policy

This policy may be updated occasionally to reflect new laws or improvements. The latest version will always be available on this page.