Refund policy

At Falheart, we want you to love your purchase. If something isn't right, our return policy is simple and fair.

30-Day Return Window

You have 30 days from the delivery date to start a return.

Return requirements

  • Product must be unused and in its original condition
  • Original packaging included
  • Valid proof of purchase (order number)
  • Item must not be damaged, altered, or tampered with

How to Start Your Return

  1. Email us at care@falheart.com with:
    • Your order number
    • The product you wish to return
    • Your reason for return
  2. Our team will review your request and respond within 24–48 hours.
  3. If your return is approved, we'll email you return instructions and the return address.
  4. Package your return securely, using the original packaging where possible.

Please don't send items back without prior authorisation. Unauthorised returns may not be accepted or refunded.

Return Shipping & Costs

Unless your item arrived damaged, defective, or incorrect due to our error, return shipping is the customer's responsibility. Falheart ships from international fulfilment centres, and returns must be sent to the address we provide, which may be outside your country. Shipping, handling, and optional shipping protection fees from your original order are non-refundable.

Refund Process

Once we receive your return:

  • Inspection completed within 48 hours
  • Refund issued to your original payment method within 3–5 business days
  • Your bank may take an additional 5–10 business days to process it
  • You'll receive a confirmation email once your refund is issued

Your refund includes:

  • The full product purchase price
  • Original shipping and return shipping costs (only if the return is due to our error)

Damaged or Incorrect Items:

If something arrived damaged, defective, or incorrect:

  • Inspect your order as soon as it's delivered
  • Take photos of any damage
  • Email care@falheart.com within 48 hours of delivery with your order number and a description of the issue

You won't need to send the item back. We'll ship a replacement or issue a full refund at no cost to you.

Non-Returnable Items:

We can't accept returns of:

  • Used products
  • Items marked "Final Sale"
  • Items returned more than 30 days after delivery

Order Cancellation

To cancel an order, email care@falheart.com as soon as possible after ordering. Cancellation isn't guaranteed: once an order has been sent to our fulfilment partners, it can't be cancelled and must be handled as a return. A $5.00 restocking fee may apply to cancelled orders to cover administrative costs.

Exchanges

To exchange an item, return the original under this policy. Once it's received and accepted, you can place a new order for the replacement. Return shipping for exchanges is the customer's responsibility.

International Returns

  • Customs duties and taxes are non-refundable
  • Return shipping costs are the customer's responsibility
  • Contact care@falheart.com for country-specific guidance


Policy

Amendments

Falheart may update this policy at any time. Changes take effect as soon as they're published on our website.

Acknowledgment

By placing an order with Falheart, you agree to the terms of this Refund & Return Policy, including your responsibility for return shipping costs.

Need Help?

  • Email: care@falheart.com
  • Response time: within 24 hours
  • Business hours: Monday–Friday, 9am–5pm EST