We offer a 100% satisfaction guarantee on all products (excluding special orders – see below). You must contact us within 14 days of receiving the product for return authorization.
For items returned due to personal reasons (customer changed mind, not what was expected, too big/small, or other): Shipping charges will not be refunded if you simply do not like the item. The customer will be responsible for shipping the item back to the store. Items must be returned in original new condition. Used merchandise will not be accepted.
For damaged merchandise: We will issue a full refund, including shipping, or exchange for the same item or another item of equal value. Refunds will be made in the same form as payment received or a store credit can be issued for the refund amount only. Customer may be asked to return the defective item at Heartland Embroidery’s expense.
Special Order Items: Special order items are only refundable/exchangeable if damaged during shipping. No refunds will be given to special order items for any other reason. Shipping is not refundable.