Refund policy
At Heartwell Frames, we carefully inspect and package every order before dispatch.
We do not offer returns, refunds, or exchanges for change of mind, incorrect sizing selections, personal preference, or where the product has been correctly supplied as ordered.
Nothing in this policy limits any rights you may have under applicable consumer law.
How to Make a Claim
If your order arrives damaged, faulty, incorrect, or incomplete, please email us at:
Please include:
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Your order number
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A short explanation of the issue
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Clear photos and videos showing the issue
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Clear photos of the packaging where relevant
Our team will review your claim and reply within 1–2 business days.
Please do not return any item unless instructed to do so by our support team.
Return Shipping
Where a return is required because an item has been confirmed as damaged, faulty, incorrect, or incomplete, Heartwell Frames will provide return instructions and cover reasonable return shipping costs where applicable.
Because our frames are fragile, returned items must be repacked in their original protective packaging, or in equivalent protective materials.
Heartwell Frames is not responsible for returned parcels that are damaged due to inadequate packaging.
Shipping and Production
Order processing time: 1–3 business days.
Our estimated total delivery timeframe is 9–15 business days from the date your order is placed, including processing time.
Delivery times may vary due to courier delays, customs, holidays, weather, or other situations outside our control.
A Note on Natural Timber
Our frames are made from solid wood. Grain pattern, tone, knots, texture, and other natural characteristics may vary from piece to piece.
Slight variations from the product photographs are expected and are not considered a defect where the product otherwise matches its description.
Natural timber variation is not grounds for a refund, replacement, or exchange.
Photo Strip Sizing & Compatibility
Customers are responsible for checking the dimensions of their photo strips before placing an order and ensuring that they are compatible with the frame and mat opening selected.
Product measurements and sizing information are provided on the relevant Heartwell Frames product page. We strongly recommend physically measuring your photo strips before purchasing.
If the frame supplied matches the measurements and product description shown on our website, but your photo strips do not fit because:
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The photo strips were not measured before ordering
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The photo strips are a different size than expected
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The photo strips use a non-standard size
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The incorrect frame or size was selected
this will not be considered a product fault and will not qualify for a refund, return, or exchange.
If the frame supplied does not match the measurements or description advertised at the time of purchase, please contact us so we can assess the issue.
Refund Requirements
Where a refund is being requested because of a damaged, faulty, incorrect, or incomplete item, the customer must provide sufficient evidence for our team to assess the claim.
This may include:
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Your order number
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Clear photos of the frame
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Close-up photos showing the issue
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A short video where reasonably necessary
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Photos of the packaging where shipping damage is involved
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Measurements of the frame where the issue relates to sizing or dimensions
We may request additional information where reasonably necessary to assess the claim.
If a return is required, a refund cannot be issued until the returned item has been received and inspected unless our support team advises otherwise.
Once a refund is approved, it will be sent back to the original payment method used at checkout.
Return Condition
Where Heartwell Frames requests that an item be returned, it must be returned in the condition reasonably necessary for us to assess the claim.
Please remove your photographs before returning a frame.
Heartwell Frames cannot be held responsible for personal photographs left inside a returned item.
Damage caused after delivery through misuse, improper care, hanging, mounting, drilling, moisture exposure, or modification will not be considered a product fault.
Bundle and Promotional Orders
Where a claim relates to a bundle or promotional order, our support team may require photographs or other evidence showing all relevant items included in the order.
Where an approved return involves multiple products supplied as part of the same bundle or promotion, our team will provide instructions regarding which items must be returned.
Damaged, Faulty, Incorrect, or Incomplete Orders
Please check your order as soon as it arrives.
If your frame arrives damaged, faulty, incorrect, or incomplete, please contact us at:
Please include:
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Your order number
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A short description of the issue
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Clear photos showing the damage, fault, or incorrect item
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A short video where reasonably necessary
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Clear photos of the outer packaging where shipping damage is involved
We may request additional information, measurements, photos, or videos where reasonably necessary to assess the claim.
Once the claim has been reviewed, we will provide an appropriate resolution in accordance with your rights under applicable consumer law.
Depending on the circumstances, this may include a replacement, repair, refund, or another appropriate resolution.
Damage caused by misuse, improper care, modification, or normal wear after delivery will not be considered a product fault.
Lost or Missing Orders
If your tracking shows that your parcel was delivered but you did not receive it, please contact us as soon as possible.
We will review the issue and may investigate with the courier.
If items are missing from your parcel, please contact us with your order number and photos of the packaging and everything received.
Orders containing multiple items may occasionally arrive in separate parcels.
If we determine that an item was incorrectly omitted from your order, we will arrange an appropriate resolution.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at:
Cancellations are easiest when requested before your order enters processing.
Once the order has entered processing, packing, or shipping, cancellation may no longer be possible.
If an order can no longer be cancelled, this does not create a right to a return or refund simply because the customer no longer wants the item.
Exchanges
Heartwell Frames does not offer exchanges for change of mind, incorrect sizing selections, colour preferences, wood finish preferences, or other personal preferences.
If you receive an incorrect, damaged, or faulty item, please contact our support team so we can assess the issue and provide the appropriate resolution.
Non-Returnable Items
The following are not eligible for return or refund simply because the customer no longer wants or cannot use the item:
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Change-of-mind purchases
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Items ordered in the wrong size
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Frames purchased without checking photo-strip measurements
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Items that match the measurements and description provided on our website
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Colour, finish, or style preference changes
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Gift cards
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Final sale items
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Custom, personalised, or made-to-order frames
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Items damaged after delivery through misuse or improper care
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Frames that have been modified, drilled, cut, or otherwise altered
This section does not apply where a remedy is required under applicable consumer law.
Refund Processing Time
Once an approved refund is processed, it will be sent back to the original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Refunds are issued in the original currency of purchase.
Before Filing a Payment Dispute
We ask that customers contact us directly at shop@heartwellframes.com to resolve any issue with their order before filing a chargeback or payment dispute with their bank or card provider.
We review claims promptly and aim to resolve valid issues as quickly as possible.
If a payment dispute is filed, we may provide the payment provider with relevant order, tracking, communication, and product information when responding to the dispute.
Policy Changes
Heartwell Frames reserves the right to update this policy from time to time.
Contact Us
For refund, replacement, or order issue enquiries, please contact us at:
Email: shop@heartwellframes.com
Response Time: Within 1–2 business days, Monday to Saturday