Refund policy

Learn how returns and exchanges work for custom apparel orders, including deadlines, requirements, and request steps below.

At HigherHeart.shop, many of our products are made-to-order or customized, meaning they are produced specifically for each customer after an order is placed. Because of this production process, all sales are final and refunds are not issued.

Please review the following guidelines before placing an order.

Custom & Personalized Items

All custom or personalized products are final sale and are not eligible for refunds or exchanges.

This includes items that contain:

• Names
• Birth dates
• Memorial dates
• Custom text
• Custom artwork
• Personalized event designs
• Business logos or branded apparel

Because these items are produced specifically for each customer, they cannot be canceled, returned, or refunded once production has begun.

Customers are responsible for reviewing all order details before submitting their purchase.

Please ensure:

• Spelling is correct
• Design details are correct
• Sizes are selected carefully

If a proof is provided before production, it is the customer's responsibility to review and approve the proof before printing begins.

If a mistake is discovered after production has begun or after the item has already been printed, a new order will need to be placed.

Order Errors or Production Mistakes

We take great care to ensure all products are produced accurately.

If an item arrives with a production error caused by our team, we will replace the item at no additional cost.

Examples include:

• Incorrect design printed
• Printing defects
• Incorrect item produced

Customers must notify us within 7 days of delivery.

Refunds are not issued for production errors, but we will gladly reproduce the item correctly.

Damaged Items

All items are inspected before shipment to ensure quality.

If your package arrives damaged during transit, please contact us as soon as possible.

To request a replacement for a damaged item, customers must:

• Email hello@hhco.shop within 7 days of delivery
• Include the order number in the subject line
• Attach clear photos of the damaged item and packaging

Once the issue is confirmed, we will send a replacement item.

Incorrect Size Ordered

Customers are responsible for selecting the correct size when placing an order.

Custom Items

Custom apparel cannot be returned or exchanged due to sizing issues.

If a replacement item is needed in a different size, a new order must be placed.

Non-Custom Items

If the item is not personalized, we may allow an exchange or store credit.

Conditions:

• The item must be unused and unwashed
• The item must be returned in its original condition
• Customers must request the exchange within 7 days of delivery

Once the original item is received, we will process the exchange or issue store credit.

Exchanges for Non-Custom Items

For eligible non-custom products:

• Requests must be made within 7 days of delivery
• Items must be unused, unworn, and in original condition

Refunds are not issued for change-of-mind purchases. Instead, customers may receive:

• Store credit, or
• Product exchange

Reporting an Issue

To report a problem with an order, please email:

hello@hhco.shop

Include the following:

• Order number in the subject line
• Description of the issue
• Photos if applicable

Our support team will review the request and respond as quickly as possible.

Fraudulent Claims

HigherHeart.shop reserves the right to deny replacements or exchanges if evidence suggests misuse of the return policy, fraudulent claims, or excessive requests.