Refund policy

Heartbox Moments Return & Refund Policy
Thank you for shopping with us! We take great pride in hand-crafting beautiful gift boxes. If your order isn't quite right, we are here to help. Please review our policy below regarding returns and refunds.
1. 14-Day Right of Withdrawal (Widerrufsrecht)
In accordance with EU and German consumer protection laws, you have the right to withdraw from your purchase and return your gift box within 14 days from the day you (or a third party designated by you) received the package.
2. Return Conditions & Exceptions
To be eligible for a full refund, the gift box must be returned in its original condition. Due to the curated nature of our products, the following strict rules apply:
  • Hygiene & Cosmetics: For health and hygiene reasons, individual items such as creams, cosmetics, soaps, or fragrances cannot be returned if their protective seals, packaging, or wrapping have been opened or broken after delivery.
  • Completeness: The gift box must be returned as a complete set. We do not accept partial returns of individual items from inside the box unless they arrived damaged.
  • Original Packaging: The inner gift presentation box must be undamaged and packed securely inside an outer shipping box to prevent damage during transit.
3. How to Initiate a Return

Return address: Heartbox Moments, Im Jägersgrund 4, 76327 Pfinztal, Germany.

  1. Contact Us: Send an email to support@heartboxmoments.com within 14 days of delivery with your order number and intention to return.
  2. Pack Securely: Place the complete, unopened gift box inside a protective shipping cardboard box (you can reuse our original shipping box).
  3. Ship the Package: Drop off the package at your nearest shipping provider. Please note: Unless otherwise stated, customers are responsible for covering the direct costs of return shipping. We highly recommend using a tracked service (like DHL Paket) as we cannot issue refunds for returns lost in transit.
4. Refunds
Once we receive and inspect your returned gift box to ensure all seals are intact, we will process your refund.
  • We will refund the full purchase price (including standard initial delivery costs) within 14 days of receiving the return.
  • The refund will be issued to the original payment method used during checkout.
5. Damaged or Defective Items
If a gift box arrives damaged during transit (e.g., broken glass, leaked items), please contact us immediately at support@heartboxmoments.com with photographic evidence of the damage and packaging within 48 hours of delivery. We will arrange a free replacement or a full refund at no extra cost to you.