Refund policy
OVERVIEW
At HeartofLand, we take pride in the quality and energetic vibration of our handcrafted crystals. We want you to be completely satisfied with your purchase. Please review our comprehensive policy below regarding returns and refunds.
1. THE 30-DAY RETURN WINDOW
We offer a 30-day return policy. You have 30 calendar days from the date of delivery (according to the carrier's timestamp) to request a return. Requests submitted after this 30-day window will be strictly declined.
2. RETURN ELIGIBILITY & CONDITION
To qualify for a refund, the following conditions must be met:
● Items must be in their original, unworn, and unused condition.
● All security tags, original labels, and branded packaging (pouches, boxes, cards) must be intact.
● The return must include the original receipt or proof of purchase.
● HeartofLand reserves the right to deny returns that show signs of wear or have been altered.
3. NON-RETURNABLE ITEMS (FINAL SALE)
Due to hygiene, customization, and the nature of live commerce, the following are not eligible for return or refund:
● Lucky Scoops / Live Scoops: All TikTok Live Scoop orders are FINAL SALE. Because these are personalized, random, and performed as a live service, once the scoop has been performed on camera, the service is considered fulfilled.
● Earrings: For hygiene and safety reasons, earrings cannot be returned.
● Clearance/Sale Items: Any item marked "Final Sale" or purchased during a Clearance event.
● Gift Cards: Digital gift cards are non-refundable.
4. THE NATURAL STONE DISCLAIMER (IMPORTANT)
Crystals are products of the Earth. Each stone is unique and carries its own "birthmarks."
● Unique Characteristics: Inclusions, natural internal cracks (ice cracks), mineral pits, and color/size variances are characteristic of natural minerals and are NOT considered defects or damage.
● Metaphysical Expectations: We do not offer refunds based on "metaphysical disappointment" or the lack of perceived energetic effects. Crystal energy is a subjective spiritual experience and not a medical or financial guarantee.
5. DAMAGES & THE 48-HOUR REPORTING RULE
We inspect every piece before shipping. However, if an item arrives damaged during transit:
● You must report the damage via email to support@heartofland.com within 48 hours of the delivery timestamp.
● Required Documentation: You must attach clear photos of the damaged item AND the original shipping box/packaging with the label visible.
● Reports made after 48 hours will be considered "post-delivery damage" and will not be eligible for a replacement or refund.
6. RETURN SHIPPING & PROCESS
● Initiating a Return: To start a return, you must contact us at support@heartofland.com. Items sent back to us without first requesting a return will not be accepted.
● Shipping Costs: For non-defective returns (change of mind), customers are responsible for all return shipping costs. We strongly recommend using a trackable shipping service.
● Address: We will provide the specific return warehouse address once your request is approved.
7. INTERNATIONAL ORDERS & CUSTOMS DUTIES
For orders shipped outside of our primary hub:
● Customs Duties, Taxes, and VAT paid at the time of import are collected by your local government and are non-refundable by HeartofLand.
● Customers are responsible for all return shipping costs, including any duties incurred during the return process.
8. ANTI-FRAUD & CHARGEBACK POLICY
We take fraudulent claims seriously.
● Any unauthorized chargeback (e.g., claiming "item not received" when tracking shows "Delivered") will be contested with full documentation and reported to global e-commerce fraud databases.
● HeartofLand reserves the right to blacklist any account associated with fraudulent activity or excessive return/chargeback history.
9. REFUND TIMELINE
Once your return is received and inspected, we will notify you of the approval or rejection. If approved, your refund will be processed back to your original payment method within 7-10 business days.