Return&Refund Policy
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100% Satisfaction Guarantee
At HeartVoice Gifts, we infuse every creation with passion and purpose. Our dedication to quality and artistry drives us to deliver exceptional custom bobbleheads that resonate with your unique vision. We stand behind our products with confidence—once you receive your custom piece, we believe it will exceed your expectations based on the proof you approved.
However, if you find that your bobblehead does not meet your satisfaction, we honor the craftsmanship of our talented artisans and prioritize your happiness. In this case, we kindly ask that you invite three friends to review the piece alongside you. If they also agree that the product does not meet the expected standards and can provide video evidence of their feedback, we will gladly offer you a 100% unconditional refund.
Your satisfaction is paramount to us, and we deeply appreciate the trust you place in HeartVoice Gifts. We are committed to ensuring that every experience with our brand is fulfilling and enjoyable.
Q1:Refunds Before Shipping
- A 50% cancellation fee will be deducted from your payment to cover our costs.
- For bulk orders (more than one custom doll), this policy applies only to the prototype (first sample). After prototype approval, no refunds are possible for the complete bulk order.
Q2:Refunds After Shipping
- We offer complimentary proofing for most sculpting options to ensure your satisfaction before shipping.
- We cannot accept cancellations once you've received your custom-made doll.
- No refunds will be issued if delivery fails due to customer errors (e.g., incorrect or changed delivery address).
Q3:Damages During Shipping
- Contact us within 48 hours of receiving the package.
- Provide your order number and clear photos of the damaged item(s).
- Email this information to the contact information provided at the top of the page.
The following is the specific damage situation treatment solutions:
| Damage Degree | Compensation Policy |
|---|---|
| Broken head | Refund 100% or Remake (Shipping fee not included) |
| Body bending | Refund 100% or Remake (Shipping fee not included) |
| Major rupture of body parts | Refund 100% or Remake (Shipping fee not included) |
| Small prop detachment | Refund $10-$30 |
| Minor damage (e.g., slight finger or hair detachment) | Refund $10-$30 |
Q4:Product Dissimilarity
Since each bobblehead is a completely handmade custom product, we cannot guarantee 100% similarity to the image you provide.
After completing your order, we will send you an email with a proof of the bobblehead's face (only the face).
Please respond within 24 hours to either approve or request modifications. During this period, we will make adjustments based on your feedback until you are satisfied and give your approval.
If you do not respond within 24 hours, we will assume that you have approved the proof and proceed with shipping.
- Proof Approved: This means you have approved the proof and no further modifications will be made.
- Proof Approved by Default: This means we assume you have accepted the original proof due to no response within the given timeframe.
Under these circumstances, if you receive the bobblehead and find it dissimilar to the image provided, we will not offer redo or refund services.
Q5:Incorrect Product Received
If you receive a bobblehead that doesn't match your order due to a fulfillment error, please follow these steps:
- Contact us within 48 hours of receiving the product.
- Include clear photos of the received bobblehead and your order information in your email.
Our customer service team will assist you promptly. You can choose one of the following solutions:
- Return and Remake: We'll provide a return address and cover the return shipping costs. We'll then remake your original order.
- Return and Refund: We'll provide a return address and cover the return shipping costs. Once we receive the returned item, we'll issue a full refund.
We apologize for any inconvenience and are committed to resolving this issue to your satisfaction.
Q6:Modifications to Your Order
As each bobblehead is a custom, handmade product, modifications cannot be made once production has begun.
- If you need to modify your order, please contact us within 48 hours of placing it.
- Modification requests after 48 hours may incur additional fees. Please refer to our fee schedule for details.
Modification Fees
If you request changes after the initial 48 hours period, the following fees will apply:
| Modification Type | Fee (USD) |
|---|---|
| Hair Color | $15 |
| Eye Color | $10 |
| Face Image | $40 (Requires remaking) |
| Outfit | $30 |
| Body Pose | $30 (Requires remaking) |
| Outfit and Pose | $40 (Requires remaking) |
| Skin Tone | Face only: $40 (Requires remaking) Face & Body: $60 (Requires complete remake) |
Please note that some modifications may require remaking the entire bobblehead, which can extend the production time. We appreciate your understanding and will work diligently to accommodate your changes while maintaining our high-quality standards.
Important Note:
Due to the unique, handcrafted nature of our bobbleheads, we cannot resell products once they are produced. Therefore, we do not accept returns except in cases where you've received an incorrect item.
We appreciate your understanding and are committed to creating a bobblehead that meets your expectations. If you have any questions or concerns, please don't hesitate to contact our customer service team.