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Exchange Policy

In-Store Purchases and Online Purchases for In-Store Pick-Up

All eligible products for an in-store return may be returned to the store within 14 days from purchase for an in-store credit or exchange. We do not offer a full refund.

 

In-Store Pick-Up Policy 

If you shop online and select ‘in-store pick-up’ you will be notified by e-mail when your order is ready - up to a maximum of 3 business days. On typical days our orders are ready in 3 hours or less if placed during shop opening hours. If it is a customized order or has specific order requirements, this may vary. This does not include any of our mugs as they are made to order. 

Pick up location is located at THE HEART (Unit 4 5723 176 Street, Surrey, BC, Canada).

All orders must be picked up within 30 days of placing your online order. If your item is not picked up after this time, then it will be donated. 

Please take the time to review your purchase before leaving the store to ensure your order is correct. 

 

Online Purchases for Shipping

All eligible products from an online purchase can be returned to the store for an in-store credit or exchange within 10 days from the order delivery date provided by Canada Post. We do not offer a full refund.

You can return the products by visiting us in-store OR by mailing it back to us (at the customer’s expense). Our address is: Unit 4, 5723 176 Street, Surrey, BC, V3S 4C9.

We recommend selecting a tracked shipment as we are not responsible for packages that are lost in the mail.

Once your product has been inspected and meets the return criteria, we will email you an in-store credit.

 

For all Returns or Exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must present a valid receipt. We are unable to process a store credit without a receipt.

 

The following items are final sale and not eligible for a store credit or exchange:

- All sale or discounted items

- Custom mugs

- Boxes & Gift Sets
- Face Masks
- Earrings
- All bath and products (including skincare tools)


Holiday Return Policy 2022

Purchases made from 13 November to 24 December 2022 are eligible for an exchange or in-store credit with a gift receipt or the original receipt until 9 January 2023. Please ensure items are as new and have their tags attached and it must follow same policies as above (example earrings final sale)

 

Questions? Email us at contact@theheartcloverdale.com