Returns & Refunds

We want you to be happy with your order from Heavenlysent. This returns policy explains your rights for standard products and personalised or made-to-order items.

Standard, Non-Personalised Goods

If an item is not personalised or made to your specification, you may cancel your order within 14 days of receiving it.

After notifying us that you wish to cancel, you should return the item within a further 14 days. Returned goods should be unused and in their original condition.

For eligible change-of-mind returns, the customer is responsible for the cost of returning the item.

Where required by law, we will also refund the standard delivery charge originally paid. If you selected a more expensive delivery service, such as Special Delivery, any amount above the standard delivery charge may not be refundable.

Personalised & Made-to-Order Goods

Many Heavenlysent products are personalised or made specifically to your requirements. Because these goods are produced to your specifications, the usual right to cancel simply because you have changed your mind does not normally apply once the item has been personalised or made for you.

This includes personalised vinyl lettering, names, dates, bespoke memorial designs and other products made to your individual specifications.

Faulty, Damaged or Incorrect Items

Your statutory rights are not affected.

If an item is faulty, damaged, not as described, or does not match the personalisation details that we accepted from you, please contact us as soon as possible so that we can review the problem and arrange an appropriate remedy.

Refunds

For eligible returns, refunds will be processed after the returned goods have been received and checked. Eligible refunds will be processed within 14 days of receiving the returned goods. Refunds will be made using the original payment method.

How to Request a Return

Please contact us before returning an item so that we can provide the appropriate return instructions.

Contact Heavenlysent

Heavenlysent
United Kingdom