Refund policy

At Made By Heart, every product is carefully handcrafted and packed with love. We take full responsibility if your order arrives damaged.

DAMAGED / DEFECTIVE PRODUCT:
• If your product arrives broken or damaged, we will replace it — no questions asked.
• You must report the issue within 2 days of delivery.
• A clear unboxing video (open parcel video) is mandatory to process the replacement. Without this video, we will not be able to process your request.
• Your replacement product will be delivered within 7 working days.

HOW TO CLAIM:
1. Record a video while opening the parcel (before removing packaging).
2. Send the video to us via WhatsApp or email within 2 days of delivery.
3. We will confirm and dispatch your replacement within 7 working days.

IMPORTANT:
• We do not offer refunds — only replacements for damaged/defective items.
• Returns are not accepted for change of mind or incorrect size selection.
• Since all products are handmade, slight variations in color, texture, or design are natural and not considered defects.

Thank you for understanding and supporting handmade! ❤️