Refund policy

At New Heart Clothing, we place the highest importance on ensuring that every customer feels secure in their purchase and fully confident in the process. Because of this, we have developed a return and refund policy that is as detailed and transparent as possible, allowing you to understand exactly how returns are handled, what to expect in terms of processing, and how our delivery guarantees are upheld. We encourage every customer to read through this policy carefully in its entirety before beginning a return request, as the conditions outlined here are essential to keeping our system fair and consistent for everyone.

Certain products, due to the unique nature of their use or production, cannot under any circumstance be returned or exchanged once purchased. This applies to final sale items, subscription products, phone cases, stickers, rings, socks, wristbands, string bracelets, keychains, mystery items, and limited-edition pieces. By making a purchase of any of these items, you acknowledge and agree that the sale is conclusive. This policy is in place not to be restrictive, but to ensure that quality standards and fairness are maintained across all orders, both for you and for the broader customer community.

If you do encounter an issue with your order, we are willing to review a request for return provided that the item in question is unworn, unwashed, unused, and still in the exact condition it was received. Any such request must be initiated within seven calendar days from the date of delivery as confirmed by the carrier’s tracking information. To begin the process, you will be required to submit a request through our contact page, email {enter email} and include supporting materials such as your original packing slip or order confirmation email, along with clear photographs of the item, its packaging, and the shipping label. These steps are not meant to discourage you, but rather to expedite the process by helping our team verify the condition and authenticity of the item before it enters our inspection queue.

Once your return has been received at our facility, it will undergo a careful inspection process to confirm that it meets all eligibility requirements. This process may take time depending on order volume, but rest assured we review every item thoroughly to ensure fairness. If approved, your refund will be directed back to your original method of payment, whether that is your bank account, debit card, or credit card. Please note that once processed, the timeframe for the funds to appear can vary depending on your financial institution and may take 10 to 15 business days. Refunds are not provided in the form of store credit, and exchanges are reserved exclusively for items that arrive defective or damaged. In these rare cases, we will make every effort to replace the item with an identical one, though this is contingent on availability.