Refund policy
Last updated: June 2026
We want you to love what you wear. If something isn't right, we're here to help. This Refund and Return Policy sets out how to return, exchange or refund items purchased from Wear Your Heart (operated by Ore Technologies Ltd, 7 Bell Yard, London WC2A 2JR, United Kingdom).
This policy applies alongside your statutory rights as a consumer under UK and EU law. Nothing in this policy limits or excludes any rights you have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The Short Version
- 30 days to return unworn items in original condition for a full refund.
- UK and EU customers: additional statutory 14-day cancellation right from receipt of your order.
- Made-to-order cancellation: if you cancel before your order has been dispatched, we'll issue a full refund and stop production.
- Faulty or damaged items: we'll replace or refund at your choice — no return shipping cost to you.
- Digital music downloads: non-returnable except where the file is genuinely faulty.
- Return shipping is your responsibility unless the item is faulty or arrived damaged.
1. Your Statutory Cancellation Right (UK and EU)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK and EU customers have the right to cancel a distance purchase within 14 days of receiving the goods, without giving any reason. This statutory right applies in addition to our 30-day returns window described below.
To cancel under your statutory right, send us a clear statement of your decision to cancel by email to sales@wyheart.com within 14 days of receiving your order. After we confirm your cancellation, you must return the goods to us within 14 days of your cancellation notification. We will refund you in full within 14 days of receiving the returned goods (or evidence that you have sent them).
Exception — Customised or Personalised Items
The statutory cancellation right does not apply to goods made to your specifications or clearly personalised (for example, items where you have requested custom embroidery with your name or a custom verse). Our standard scripture-anchored range pieces are not "personalised" in this legal sense and are fully covered by the statutory cancellation right.
2. Our 30-Day Returns Window
In addition to your statutory rights, we offer a 30-day returns window from the date you receive your item. To be eligible for a return:
- The item must be unworn and unused
- The item must be in its original condition with all tags attached
- The item must be in its original packaging
- You must provide proof of purchase (order confirmation email or order number)
Returns received outside the 30-day window, or in a condition that does not meet the criteria above, may be refused or subject to a reduction in refund amount to reflect the diminished value of the item.
3. Made-to-Order Production and Cancelling Before Dispatch
Most Wear Your Heart products are made-to-order. Production typically takes 3 to 14 working days before dispatch.
If you change your mind during the production window — before your order has been dispatched — please contact sales@wyheart.com as soon as possible. If production has not yet started, we will cancel your order and issue a full refund within 5 working days. If production has already started but the item has not been dispatched, we will do our best to stop production; a partial refund may apply if production costs have already been incurred.
Once your order has been dispatched, it falls under the standard return process described in this policy.
4. How to Initiate a Return
- Email us at sales@wyheart.com within 30 days of receiving your item. Include your order number, the item you wish to return, and the reason for return.
- We will reply within one working day with return authorisation, the correct return address for your nearest production hub, and step-by-step instructions.
- Pack the item in its original packaging with all tags attached.
- Ship the item using a tracked service of your choice. We strongly recommend using a tracked service — we cannot be responsible for items lost in transit on the way back to us.
- Once we receive and inspect your return, we will email you with the outcome.
Please do not ship returns without prior authorisation — they may be returned to you or refused at the production hub.
Why do we issue the return address case-by-case? Because Wear Your Heart products are produced and dispatched from the production hub nearest your shipping address (UK, USA or international, depending on where you are), returns must go to the same hub. We assign the correct return address to your specific order when you initiate the return.
5. Refund Processing
Once your return is received and inspected, we will issue your refund within 5 working days. The refund will be applied to your original payment method.
Depending on your bank or card issuer, the refund may take an additional 3 to 10 working days to appear in your account. If you have not received your refund within 14 working days of our confirmation email, please contact your bank or card issuer first, and then us if the issue is unresolved.
Original shipping charges (where applicable) are non-refundable unless the return is the result of our error (e.g. wrong item shipped) or a faulty product.
6. Return Shipping Costs
- Standard returns (change of mind, sizing): return shipping is your responsibility. Cost varies by service and location.
- Faulty, damaged or wrong items: we cover the cost of return shipping. We will provide a prepaid return label or reimburse your reasonable return shipping cost on receipt of proof.
- Statutory cancellation returns (UK and EU 14-day right): return shipping is your responsibility unless the item is faulty.
We do not charge restocking fees provided the item is returned in new, unworn condition with all tags and packaging intact.
7. Faulty or Damaged Items
Under the Consumer Rights Act 2015, you have the right to a refund, replacement or repair if an item is faulty, damaged on arrival, or not as described.
If your item arrives faulty or damaged:
- Contact us at sales@wyheart.com within 7 days of receiving the item
- Include your order number and clear photos or a short video clip of the fault or damage
- We will respond within one working day with your options:
- Full refund (including original shipping cost), or
- Free replacement of the same item, or
- Repair where appropriate
You will not be charged return shipping for faulty or damaged items, and you do not need to return the item before we issue a refund or replacement in most cases.
8. Exchanges
We do not currently offer direct exchanges for change-of-mind reasons (such as size or colour swaps), as our made-to-order production model means each piece is produced individually. Instead, please return the original item for a refund using the process described in Section 4 and place a new order for the size or colour you'd prefer.
For faulty or damaged items, free replacements are available as described in Section 7.
9. Non-Returnable Items
The following items are not eligible for return or refund:
- Digital music downloads from Yemi Alafifuni's catalogue (except where the audio file is genuinely faulty — contact us and we'll resolve)
- Gift cards
- Sale or clearance items marked "final sale" at the point of purchase
- Items returned more than 30 days after delivery
- Items that have been worn, washed, used or damaged after delivery
- Items missing original packaging, tags or accessories
- Customised or personalised items (where you have requested a custom verse, name or design beyond our standard catalogue)
For statutory rights covering faulty digital products and faulty goods, see Section 7.
10. International Returns
If you are returning an item from outside the UK or USA:
- Mark the package clearly as "Returned Goods" to avoid additional customs charges
- The cost of international return shipping is your responsibility (except in the case of faulty or damaged items)
- We are not responsible for any customs duties, taxes, or fees imposed by your country of residence on returned items
- We strongly recommend using a tracked service with insurance for international returns
11. Receiving the Wrong Item
If we have sent you the wrong item, please contact us at sales@wyheart.com within 7 days of receipt. We will arrange to send the correct item at our cost and provide a prepaid return label for the incorrect item.
12. Your Statutory Rights
This Refund and Return Policy does not affect your statutory consumer rights under UK and EU law, including:
- The Consumer Rights Act 2015 — your rights regarding faulty, misdescribed or unsatisfactory goods
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — your 14-day cancellation right for distance sales
For further guidance on your consumer rights, visit Citizens Advice (UK) or your local consumer protection authority.
13. Contact Us
If you have any questions about returns, refunds, or this policy, please contact our customer service team:
- Email: sales@wyheart.com
- Address: Ore Technologies Ltd, 7 Bell Yard, London WC2A 2JR, United Kingdom
- Business hours: 9.00 am – 4.00 pm GMT (Monday to Friday)
We reply to all enquiries within one working day.
By making a purchase with Wear Your Heart, you confirm that you have read, understood and accepted this Refund and Return Policy.
