Refund policy

Refund & Returns Policy

Last updated: 22 January 2026

Thanks for shopping with Heard Back Home.

We want you to love your order. Please read the below before purchasing, especially sizing, as our items are printed to order.

Returns for Change of Mind

If you’re in a country where consumer law provides a return window (including the EU and UK), you can request a return within 14 days of delivery.

To be eligible:

  • The item must be unworn, unwashed, unused, and in original condition

  • You must email us within 14 days of delivery to start the return

  • The item must then be sent back within 14 days of your request

Return shipping costs are the customer’s responsibility unless the item is faulty, damaged, or incorrect.

If your return is approved and received in acceptable condition, we’ll refund:

  • The item price

  • The original standard shipping cost (where required by local law)

Refunds are issued to the original payment method.

After 14 days from delivery, we can’t accept change-of-mind returns.

Sizing & Fit

Our garments are unisex. Please check the size guide before ordering.

If you’re unsure between sizes, email us and we’ll help you pick the best fit.

Returned items must be in original condition. Items showing signs of wear, washing, scent, marks, or damage may be refused.

We don’t offer standard exchanges. If you’d like a different size or design, a new order must be placed.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, misprinted, defective, or incorrect, we’ll make it right.

Email us within 14 days of delivery with:

  • Your order number

  • Clear photos showing the full item and the issue

We’ll offer either:

  • A free replacement, or

  • A full refund

In these cases, you won’t be responsible for return shipping. We may request additional information to verify the issue.

How to Start a Return

Email: hello@heardbackhome.com
Include your order number and a brief note about what’s wrong or why you’re returning it.

We’ll reply with return instructions and the correct return address.

Please don’t send returns to the sender/fulfilment address shown on the parcel, unless we specifically tell you to. Those locations can’t process returns.

We strongly recommend using tracked shipping, as we can’t be responsible for returns lost in transit.

Refund Timing

Once your return arrives and is inspected, refunds are processed within 5 business days. Your bank may take additional time to show the refund.

Lost or Delayed Orders

If your order appears lost or significantly delayed, contact us and we’ll investigate with the carrier. If it’s confirmed lost, we’ll arrange a replacement or refund.

Final Note

We’re a small independent brand serving people who care about place, memory, and meaning. We aim to be fair, responsive, and human in how we handle issues, while also keeping the business sustainable.

Thanks for supporting Heard Back Home.