Refund Policy

A legal disclaimer

Last updated: 11/06/2025.

Thank you for shopping with Heartfelt Books! We hope you and your family enjoy our books as much as we enjoy creating them. We want your experience to be positive and worry-free. Please read our Refund Policy carefully before making a purchase.

This Refund Policy outlines the circumstances under which refunds, exchanges, or returns may be provided in accordance with Australian Consumer Law (ACL).

Change of Mind

We do not offer refunds or exchanges for change of mind, especially on personalized or signed books. Please choose carefully and feel free to contact us with questions before ordering.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, we’re happy to replace it or provide a refund.

What to do:

Notify us within 7 days of receiving your order.
Email us at heartfelt_books_@outlook.com with:
- Your order number
- A description of the issue
- Photos of the damaged or incorrect item

Once we review and approve the request, we will arrange a replacement, refund, or store credit.

Refunds & Replacements

If eligible, refunds will be processed back to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your bank or payment provider.

In the case of replacements, we will ship the new item to you at no extra cost.

Lost or Missing Orders

If your order hasn’t arrived after the estimated shipping window, please contact us. We’ll investigate and work with you to resolve the issue — whether that means a replacement or refund.

Gift Orders

Refunds can only be issued to the original purchaser. If you received an item as a gift and it is damaged or incorrect, please ask the purchaser to contact us directly.

Final Sale Items

Some items may be marked as Final Sale and are not eligible for refund or exchange unless faulty.

How to Contact Us

For all refund, return, or exchange requests, please contact:
Email: heartfelt_books_@outlook.com
Mailing Address:

Parcel Locker 10188 33776

102 Pimpama-Jacobs Well Rd

PIMPAMA QLD 4209

We aim to respond to all refund-related inquiries within 3 business days.