Return Politics
Return and Refund Policy
Last updated: [12.04.2025]
1. Right of Withdrawal (EU 14-Day Policy)
As a customer located in the EU, you have the legal right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days from the day you receive your order.
To exercise this right, you must notify us by email at heartlesscastles.mgmt@gmail.com within the 14-day period.
2. Eligibility for Returns
To be eligible for a return:
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Items must be unused, unworn, unwashed, and in their original condition and packaging.
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Tags and labels must remain attached.
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Proof of purchase (order confirmation or receipt) is required.
Items that are returned damaged, worn, or without original packaging will not be accepted.
3. Non-Returnable Items
The following items cannot be returned:
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Items purchased on sale or promotion (unless defective),
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Gift cards,
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Customized or made-to-order items,
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Underwear, swimwear, or similar hygiene-sensitive products.
4. How to Return
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Email us at heartlesscastles.mgmt@gmail.com with your order number, reason for return, and photos if needed.
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Once your return is approved, we will provide you with the return address and instructions.
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You must send the item back within 7 days of approval.
Return shipping costs are the customer’s responsibility, unless the item was faulty or incorrect.
5. Refunds
Once your return is received and inspected:
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If approved, your refund will be issued to the original payment method within 7 business days.
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Shipping costs are non-refundable, unless the return is due to our error.
If your return is rejected (e.g. used or damaged item), we will notify you via email.
6. Exchanges
We do not offer direct exchanges. If you want a different size or item, please:
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Return your original order for a refund,
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Place a new order separately.
7. Defective or Incorrect Items
If you received a defective or wrong item, please contact us immediately at heartlesscastles.mgmt@gmail.com with photos and your order number. We will fix it as quickly as possible.
8. Questions?
We’re here to help.
Email: heartlesscastles.mgmt@gmail.com
Address: Mõisa 3, 21006 Narva, Estonia