RETURNS & EXCHANGES

ONLINE & IN-STORE RETURN POLICY

Given the handmade and unique nature of items in our boutique, and given the investment that your purchase has made in social good, we ask that you first consider passing your item(s) along to family or friends who might enjoy them! But no worries, if you are not completely satisfied with your purchase and wish to return/exchange certain items, we are here to help :) We encourage you to contact us at support@heartinhand.ca or 613.413.5776 to discuss your situation and preferred resolution.

Please also take a moment to review the policy below, which applies to both online and in-store purchases. All returns will be verified and approved at our discretion. In all cases, product(s) must be returned in new, unused condition. 

Terms for Return/Exchange:

All returns/exchanges must be made within 30 days from point of sale. 

Original receipt showing date of purchase, price and method of payment for the item(s) being returned/exchanged is required.

To be eligible for return/exchange, your item(s) must be unused, undamaged and in the same condition that you received it/them. We will not return/exchange items that were misused or damaged.

Returning Product In-Person:

Visit us at the Heart in Hand boutique (inside the Art Factory @ 11 Bridge Street, Renfrew, ON, K7V 3R1) within 30 days of purchase/delivery to do an in-person return/exchange. Please bring the product(s) in unused and in resalable condition, all original packaging, and your original receipt showing date of purchase, price and method of payment. Returns without a receipt cannot be verified, therefore we cannot accept refunds or exchanges without a receipt. 

Returning Product by Shipment:

Please email us at support@heartinhand.ca to request a Return Authorization Number (RAN #). In the Subject line, we ask that you write "Return Request". Please note, returns will not be accepted without first obtaining a Return Authorization Number.

Ship your return, as specified below.

Once your returned item(s) with receipt are received and inspected at the Art Factory, we will send you an email to notify you that we have received your returned item. We will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If your order was paid for with a Gift Card, you will receive the amount credited to a new Gift Card.

We will send you an email with proof of confirmation that your refund has been issued. 

Shipping a Return:

Please ensure you provide your full contact details, your original receipt, and your RAN#.

Note that you are responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over CAD $50 to us, you should consider using a trackable shipping service or purchasing shipping insurance. We can not guarantee that we will receive your returned item.

To return your product(s), mail to: 

Heart in Hand (Art Factory Boutique)
(RAN # _______)
11 Bridge Street
Renfrew, ON K7V 3R1
Canada

Late or Missing Refunds:

If you haven’t received a refund and were expecting it to have been processed already, please check and re-check your bank account. Also, contact your credit card company if that is how you are expecting the refund; it may take some time before your refund is officially posted. If you’ve done this and you still have not received your refund yet, please contact: support@heartinhand.ca

Exchanging Damaged Items:

We only replace items if they are defective or damaged at the point of sale. We do not refund or exchange items that were damaged due to misuse or improper care. We also do not exchange items that have been opened or used.

Damages during Delivery:

When your parcel arrives, please take a good look to see if the package is damaged in any way. If there is substantial damage to the package or your goods, please write “Damaged” on the shipping slip above your signature in order to refuse the package and establish a claim. Please contact us (support@heartinhand.ca) to let us know of any damages within 7 days of receiving your order.

Questions?

Please contact us if you have questions about our return/exchange policies and procedures. We are here to help!