Refund policy
Important Note Regarding Custom-Made Products:
Since all Herzgemalt products are custom-made to order, they are excluded from the statutory right of withdrawal pursuant to Section 312g(2)(1) of the German Civil Code (BGB).
Exceptions – we’ll help you with:
- Defective or damaged products
- Incorrectly delivered products (wrong design, wrong size)
- Printing errors caused by us
In these cases, please contact us via email within 30 days of receipt, including a photo of the problem.
Claims are processed exclusively via email with a photo of the problem. A physical return is only required after prior consultation.
To initiate a return, you can contact us at Herzgemalt@hotmail.com.
If your return is accepted, we’ll send you a return label along with instructions on how and where to ship the package. Items returned to us without a prior return request will not be accepted.
If you have any questions about returns, you can contact us at any time at Herzgemalt@hotmail.com.
Damage and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can assess and resolve the issue.
Exceptions / Items Not Eligible for Return
Certain items cannot be returned, such as perishable goods