Last updated: 1 February 2026
This Returns & Refunds Policy explains how return and refund requests are handled for orders placed on our website. By placing an order, you agree to the terms set out below.
This policy should be read together with our Terms & Conditions.
1. General Overview
Our products are curated and may include personalised or customised elements. As a result, returns and refunds are handled carefully and fairly, taking into account the nature of each order.
We aim to review requests thoughtfully and will do our best to assist where appropriate, while also protecting the integrity of customised goods.
2. Items Eligible for Returns or Refunds
Returns or refunds may be considered in the following situations:
- The item received is defective or damaged
- The item received is incorrect or materially different from what was ordered
- There is an error in fulfilment attributable to us
All requests are reviewed on a case-by-case basis.
3. Personalised & Customised Items
Please note that many of our products include personalised or customised components, such as written messages, printed materials, or curated selections.
As such:
- Personalised or customised items are generally not eligible for return or refund due to change of mind
- Requests relating to non-defective personalised items will be reviewed at our discretion
This does not affect any rights you may have under Singapore consumer protection laws.
4. Items Not Typically Eligible for Returns
Unless required by law or approved by us in writing, returns or refunds are generally not provided for:
- Change of mind
- Personal preference
- Minor variations in colour, texture, or presentation
- Incorrect details provided by the customer during checkout
- Delays caused by third-party delivery providers
5. How to Request a Return or Refund
If you believe your order qualifies for a return or refund, please contact us as soon as reasonably possible and include:
- Your order number
- A clear description of the issue
- Supporting photographs where applicable
Requests should be sent to:
Email: hello@heartstringparcels.com
6. Review & Assessment Process
Once your request is received:
- We will review the information provided
- Additional details may be requested if needed
- Each case is assessed individually
Approval of a return or refund is not automatic and is granted at our discretion, except where required by law.
7. Refunds
If a refund is approved:
- Refunds will be processed to the original payment method
- Processing times may vary depending on the payment provider
- Delivery fees and service fees may not be refundable unless required by law
We reserve the right to offer an alternative resolution, such as a replacement or store credit, where appropriate.
8. Return of Items (If Required)
If a return is approved:
- Instructions will be provided on how to return the item
- Returned items must be in the condition specified by us
- Customers may be responsible for return shipping costs unless the issue was caused by us
We reserve the right to refuse a refund if returned items do not meet agreed conditions.
9. Items Containing Food (If Applicable)
If food items are included in our products in the future:
- Food items will generally be non-returnable for hygiene and safety reasons
- Refunds for food items will only be considered where legally required or if the item is defective upon delivery
10. Consumer Rights
Nothing in this policy limits or excludes your rights under the Consumer Protection (Fair Trading) Act of Singapore or other applicable laws.
11. Policy Updates
We may update this Returns & Refunds Policy from time to time to reflect changes in our products, operations, or legal requirements. The latest version will be published on our website.
12. Contact Us
If you have questions about returns or refunds, please contact us at:
Email: hello@heartstringparcels.com