Returns

Returns & Exchanges

You may request a return or exchange within 30 days of delivery if your Video Book is defective, damaged, or not as described.
Items must be returned in their original packaging, with all included accessories.
Contact us at help@sendheirloom.com with your order number, description of the issue, and photos if applicable.
We will review and either authorize the return or offer a replacement. If approved, we’ll send you instructions and a return shipping label if the issue is our error.

Once we receive and inspect your return, refunds will be issued to your original payment method within 5-7 business days.
If only part of your order is returned, refund will cover only the returned portion.

All Video Books come with a 1-year limited warranty covering defects in materials or workmanship.
This warranty does not cover damage from misuse, alterations, accidents, water damage, or unauthorized repair.

If your product has a defect covered under warranty:

Contact us at help@sendheirloom.com with your order number, description of the defect, and photos or video evidence.
We will repair or replace the product at no cost to you.

Personalized/custom items (unless they arrive defective) cannot be returned for change of mind.
Gift cards are non-refundable.
Final sale or clearance items (marked as such) cannot be returned or exchanged.

These policies are in addition to any rights you may have under consumer protection laws in your country or region.
If you are a California resident or under regional law with additional consumer rights, our policies comply where applicable.