Refund Policy

Effective date: August 24, 2026

Thank you for shopping with Heirloom Hollow. Because many of our products are handmade, personalized, or made to order, return eligibility varies by product type. Please review this policy before completing your purchase.

ELIGIBLE RETURNS

Ready-made, non-personalized products may be returned within 14 days of confirmed delivery if they are:

• Unused, unworn, and unwashed
• In their original condition
• Free from odors, stains, pet hair, or other damage
• Returned with any original packaging or accessories

To request a return, email sherry@heirloomhollow.net before mailing the item. Include your order number and the reason for the return.

Items returned without prior authorization may not be accepted.

NONRETURNABLE ITEMS

Unless an item arrives damaged, defective, or incorrect, we do not accept returns or exchanges for:

• Custom, personalized, or made-to-order products
• Products created using customer-provided names, photographs, artwork, colors, sizes, or wording
• Earrings or other pierced jewelry for hygiene reasons
• Digital downloads or downloadable design files
• Clearance, final-sale, or giveaway items
• Gift cards
• Items that have been worn, washed, used, altered, or damaged after delivery

Minor variations in color, placement, texture, or appearance that naturally occur with handmade, sublimated, printed, laser-cut, or 3D-printed products are not necessarily considered defects.

ORDER CANCELLATIONS AND CHANGES

We will make reasonable efforts to accommodate requests received before production begins. Once a custom, personalized, or made-to-order product has entered production, it cannot be canceled, changed, or refunded unless required by law.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Inspect your order promptly after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us within 3 days of delivery at sherry@heirloomhollow.net.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the packaging and shipping label, when applicable

After reviewing the information, we may offer a replacement, repair, store credit, partial refund, or full refund, depending on the circumstances.

Do not discard damaged items or packaging until we confirm whether they are needed for a carrier claim.

CUSTOMER-SUPPLIED INFORMATION

Customers are responsible for reviewing names, dates, sizes, photographs, wording, colors, and other personalization details before approving or submitting an order.

We cannot provide refunds or free replacements for errors contained in information supplied or approved by the customer.

RETURN SHIPPING

Customers are responsible for return-shipping costs for eligible non-defective returns. Original shipping charges are nonrefundable.

If the return results from an error by Heirloom Hollow or an item arrives damaged or defective, we will review whether return shipping is required and provide instructions.

Use a trackable shipping method when returning an item. Heirloom Hollow is not responsible for returns lost or damaged during return transit.

REFUNDS

After an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days after processing for the refund to appear, depending on your bank or payment provider.

If only part of an order is returned, only the approved item price and applicable taxes will be refunded. Original shipping charges are not refundable unless the return resulted from our error.

EXCHANGES

We do not guarantee direct exchanges because product availability may change. If you need a different eligible ready-made item or size, contact us to discuss available options.

Shipping expenses associated with an exchange may be the customer’s responsibility unless the original item was damaged, defective, or incorrect.

For return, cancellation, exchange, or refund questions, contact:

Heirloom Hollow
Email: sherry@heirloomhollow.net
Website: www.heirloomhollow.net