Refund policy
Overview
At Snarky Hearts, all of our products are made to order. This means each item is printed and produced specifically for you once your order is placed.
We therefore encourage all customers to review product images, descriptions, and specifications carefully before purchasing, as orders cannot be changed once production has begun.
For US customers, please note that as all items are made to order, they may not be eligible for return unless faulty, damaged or not as described. Nothing in this policy affects any rights you may have under applicable US federal or state consumer protection laws.
1. Damaged, Faulty, or Incorrect Items
Please inspect your order on receipt. If your item arrives damaged, defective, or not as described we’ll make it right.
Please contact us at support@snarkyhearts.store within 14 days of delivery with:
- your order number / proof of purchase
- clear and photographic evidence of the issue
Once verified, we will offer:
- A replacement, or
- A full refund (including any delivery costs)
We will cover any return shipping costs for faulty or incorrect items.
For US customers, we aim to resolve all disputes relating to damaged, faulty or incorrect items within 30 days of your complaint being received
2. Return Conditions
If you wish to return an item, it must be:
- Unused
- In the same condition you received it
- Returned in its original packaging
We reserve the right to reduce the refund amount if the item shows signs of use or handling beyond what is necessary to inspect it.
3. Return Costs
Customers are responsible for return shipping costs for unwanted items.
Original delivery charges are non-refundable, except where required by law.
We recommend using a tracked service, as we cannot be responsible for items lost in transit.
4. Refunds
Once your return is received and inspected, we will process your refund to your original payment method within 14 days. Please remember that processing times may vary depending on your bank or payment provider. If more than 15 business days have passed since your return please contact us.
We may withhold the refund until we have received the item or you have provided proof of return.
5. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise this right, you must notify us within 14 days of delivery. You then have a further 14 days to return the item.
US Customers: As all our products are made to order, cancellations may not be possible once production has begun. If you wish to cancel before production starts, please contact us immediately at support@snarkyhearts.store. Your rights under applicable US state consumer protection laws are not affected by this policy.
6. Additional US Customer Rights:
If you are a US customer, the following additional terms apply:
California residents: You may have additional rights under the California Consumer Protection laws. If you are not satisfied with our resolution of any dispute, you may contact the California Department of Consumer Affairs.
Chargebacks: While you have the right to dispute charges with your payment provider, we ask that you contact us first at support@snarkyhearts.store to allow us to resolve any issue directly.
Refund timing: We will process all refunds within 14 days of receiving your return or confirming the fault. Depending on your payment provider this may take additional time to appear in your account
7. Contact Us
To request a return or report an issue, please contact us at support@snarkyhearts.store
8. Your Rights
This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.
9. Returns Address
As our products in the UK & the US are fulfilled by a third-party partner, please do not return items without contacting us first. We will provide specific instructions as needed.
You can always contact us for any return question at Support@snarkyhearts.store.