Heartist Policy
Returns & Refunds Policy
Effective Date: 28 Sep 2025 | Last Updated: 29 Sep 2025
At Heartist, every artwork is handmade and personalized. Due to the custom nature of our products, we do not accept returns or exchanges once production has begun. Please read this policy carefully.
1. Non-Returnable Items
As our focus is on unique, custom commissions, the following items are **non-returnable and non-refundable**:
- All custom artworks, portraits, and paintings once production has started.
- Digital previews (if provided) must be approved by you before the final work begins, confirming the design and style.
2. Order Cancellations
We understand plans can change. Our cancellation window is short to ensure our artists can start work promptly:
- You may **cancel your order within 24 hours** of placing it for a full refund.
- After the initial 24 hours, cancellation is **not possible** as the artwork creation process (material procurement and sketching/painting) begins immediately.
3. Damaged or Incorrect Orders
We guarantee the safe delivery of your artwork. If an issue occurs, we will resolve it quickly:
If you receive:
- **Damaged artwork** during delivery.
- **Incorrect item** delivered (e.g., wrong size, wrong medium).
You must **contact us within 48 hours of delivery** with clear photos or videos as proof. After verification, we will:
- Provide a **free replacement** of the artwork, or
- Offer a partial or full refund (depending on the extent of the damage).
4. Refund Timeline
If a refund is approved and eligible:
- Refunds will be processed within **7–10 business days**.
- The funds will be returned through the **original payment method** used for the purchase (e.g., Razorpay, bank transfer).
5. Contact for Returns/Refunds
For any questions regarding this policy or to report a damaged item, please contact us immediately:
