Refund policy

Refund and Cancellation Policy

At Heartly, our goal is to provide customers with enjoyable and personalized digital experiences.

1. Digital Personalized Products

Heartly offers digital products and personalized experiences that may be created using customer-provided information and images, including artificial intelligence tools.

After payment is confirmed, an order may enter the production and personalization process.

2. Refund Requests

If you experience an issue with your order, please contact our customer support team at heartly@suport.com.

Each request will be reviewed individually, taking into account the circumstances of the order and applicable consumer protection laws.

3. Right of Withdrawal

For purchases made online, customers retain any applicable statutory cancellation and withdrawal rights under the consumer protection laws that apply to their purchase. Where applicable, this includes the statutory withdrawal period for distance purchases.

Nothing in this policy is intended to limit rights that cannot legally be waived.

4. Problems with an Order

If a product is defective, is not delivered, or does not correspond to what was advertised or ordered, please contact us so we can review the issue and provide an appropriate solution in accordance with applicable law.

5. How to Contact Us

To request assistance or a refund review, please include:
- Your full name;
- The email address used at checkout;
- Your order number;
- A description of the issue.

Customer Support: heartly@suport.com

Heartly — Personalized experiences that make moments unforgettable.