At HEART SPARKLE, we do our best to ensure that our product descriptions are as detailed as possible, so that there are no unpleasant surprises when you receive our products. We want our customers to know exactly what they are ordering.
SPECIFIC RIGHTS BY GEOGRAPHICAL AREA
European Union:
– 14-day right of withdrawal in accordance with Directive 2011/83/EU
– Applicable legal warranty
– Consumer protection according to national laws
United Kingdom:
– Consumer Rights Act 2015
– 14-day right of return
– Applicable legal warranty
United States:
– 14-day right of return
– Compliance with local consumer protection laws
– Possibility of alternative dispute resolution
Return period
Our refund policy lasts 14 days from receipt of the package. If this period is exceeded, we will unfortunately not be able to offer a refund or exchange.
To be eligible for a return:
– The item must be unused and in the same condition as when it was received.
– The item must be in its original packaging.
Proof of purchase or a receipt is required to make a return.
Please do not return your purchase directly to the manufacturer.
Defective or damaged items
If one or more items received are defective or damaged:
1. Contact us at [email protected]
2. Provide proof of purchase (e.g., a screenshot of the confirmation email) and photos of the items concerned.
3. Indicate whether you prefer a refund or a replacement.
Order cancellation
Orders can be canceled within 1 day of being placed, if they have not yet been shipped.
Send your cancellation request to [email protected].
Once the order has been processed or shipped, we will no longer be able to cancel it.
Address errors
It is your responsibility to check the accuracy of this address and to contact us as soon as possible to inform us of any changes. This is only possible if your order has not yet been processed.
We cannot be held responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses, etc.).
In the latter case, packages may be returned to us, but not always.
If your order is returned to the sender, we will offer you a refund minus shipping costs, or reshipment, depending on your preference.
You cannot request reshipment or a refund for your order until your package has been received by the sender.
Exchanges and refunds
1. Exchanges:
Exchanges are only possible for a different size or color of the same product.
If you want a different product, return the original item for a refund, then place a new order.
2. Refunds:
By default, refunds are issued via your original payment method.
Only the amount actually paid (after any discounts) will be refunded.
Refund process
Once the item has been returned and inspected, you will receive an email confirming its receipt and the approval or rejection of your refund.
If approved, the refund will be processed within a maximum of 2 business days and credited to your original payment method.
Late or missing refunds:
1. Check your bank account.
2. Contact your bank or card issuer to check processing times.
3. If the problem persists, contact us at [email protected].
Return and shipping costs
- Shipping costs for returns are the responsibility of the customer.
- These costs are non-refundable (except in the case of defective items).
- In the event of a refund, return shipping costs will be deducted from the total amount.
For items valued at over $75, we recommend using a tracked service or delivery insurance. HEART SPARKLE cannot guarantee receipt of returned items without tracking.
Return address
For all return requests, please contact us in advance by email or WhatsApp before sending anything.
- Email: [email protected]
- WhatsApp: +33 6 19 73 87 81
Returns are only accepted after validation by our customer service department, in order to provide you with the exact address and instructions to follow.
Unfortunately, any package returned without prior confirmation cannot be processed.
