Refunds & Exchanges

We hope you love your Brit Heart products, but if for any reason you are unhappy with your purchase, unless they are of a bespoke nature, or have been customised or personalised, they can be returned for a refund or exchange. Please note we can not be held responsible for any colour discrepancies; computer screen colour settings vary and can affect the way products appear on the screen. 

Refunds and exchanges can be offered provided that the following guidelines are observed:

Refunds and Exchanges

1.1 Email us at hello@britheart.co.uk within 14 working days from receiving your item(s), quoting your order number and request to either refund or exchange. We will then give you full details and instructions on our simple return and exchange process.

1.2 We cannot offer you a refund past the grace period of 14 days from when you received your item.

1.3 Item(s) must be returned in the same condition in which you received them along with their original packaging. You are asked to take reasonable care of the items.

1.4 The original shipping/postage fee will not be refunded.

1.5 You will be responsible for paying for your own postage costs for returning your item(s).

1.6 We recommend you use a recorded delivery service for your own protection when sending returns. We cannot accept responsibility for postage fees or for any items damaged or lost.

1.7 Alternatively, if you wish to exchange your item, subject to stock availability, we will do our best to exchange items. You will be charged for postage.

1.8 We are unable to offer you a refund or exchange on any bespoke items.

Bespoke Orders and Made-to-Order Items

2.1 Slight differences in dimensions may occur due to the materials being of a bespoke and antique nature.

2.2 Once Brit Heart has confirmed an order, any changes will be chargeable to the buyer. Any changes at this stage may affect both the cost of the item and the delivery timeline.

2.3 Bespoke or Made to Order items cannot be returned, exchanged, or cancelled, including items used and/or damaged through normal wear and tear. Other restrictions may apply and Brit Heart reserves the right to determine the best course of action.