Refund policy

We want you to feel confident shopping with Heartnests. This Return & Refund Policy outlines our process for returns, exchanges, damaged items, and refunds to ensure a smooth and transparent experience with every order.

1. Return Policy Overview

We accept returns and exchanges on eligible items within 30 days of delivery.

To be eligible for a return:

  • Items must be unused, uninstalled, and in original condition

  • All original parts, accessories, and packaging must be included

  • Items must be suitable for resale

Returns that do not meet these conditions may be refused or partially refunded.

Please note:

  • Original shipping fees are non-refundable

  • Return shipping costs are the responsibility of the customer unless the item is faulty or damaged upon arrival

  • A 10% restocking fee applies to approved returns, to cover inspection, repackaging, and processing costs. This fee is deducted from your refund and does not apply to items returned due to fault, defect, or damage on our part

2. How to Start a Return

We’ve made returns simple and efficient.

To begin:

  • Contact our team at support@heartnests.com or via WhatsApp at (+61) 450 878 988
  • Once approved, you will receive return instructions

We recommend keeping your tracking number until your return is processed.

3. Order Cancellations

We process orders quickly. Orders can be cancelled free of charge within 1 hour of purchase, provided the order has not yet been fulfilled.

  • To cancel, contact our team immediately at support@heartnests.com or via WhatsApp at (+61) 450 878 988
  • Once an order has been fulfilled or the 1 hour window has passed, it can no longer be cancelled and standard return conditions (including any applicable restocking fee) will apply instead

4. Exchanges

We offer exchanges for eligible items within 30 days.

You may:

  • Exchange for a different size or style

  • Request store credit or refund

For exchanges:

  • Customers are responsible for return shipping

  • We may assist with discounted return labels.

  •  We provide prepaid return labels for orders within the United States and Australia for a streamlined return experience.

  • For international returns, customers may arrange their preferred courier. We’re happy to assist with return instructions to ensure a smooth process.

5. Damaged or Defective Items

We take great care in packaging, but if your item arrives damaged or defective, we will resolve it promptly.

Important: Inspect your order upon delivery.

If damage is found:

Kindly notify our team within 48 hours of delivery by emailing support@heartnests.com or messaging us on WhatsApp at (+61) 450 878 988.

  • Provide the following:

    • Photos of 6 sides of outer packaging (with label visible)

    • Photo of internal packaging

    • Clear photos of the damage

    • Once verified, we will:

  • Replace the item, or

  • Offer a refund

At no cost to you.

Failure to report within 48 hours may result in the item being considered accepted.

6. Non-Returnable Items

The following are final sale:

  • Custom or made-to-order items

  • Personalized products

7. Quality Guarantee (Custom Orders)

We stand behind our craftsmanship.

If your custom item arrives with a manufacturing fault or shipping damage, we will:

  • Repair the item, or

  • Replace it if needed

Conditions:

  • Must be reported within 48 hours.

  • Does not cover change of mind or design preference

8. Refunds

Once your return is received and inspected:

  • Refunds are issued to the original payment method

  • Processing time: 5–10 business days

9. Important Notes

  • Do not install items before checking for defects

  • Slight variations in natural materials (rattan, wood) are not defects

Improper installation or handling voids return eligibility