Refund policy

All Sales Are Final

• Due to the intimate and personal nature of our products, all sales are final.
• We do not offer refunds, returns, or exchanges for any reason, including change of mind or incorrect sizing.

Why No Returns?

• For the health, safety, and comfort of all our customers, lingerie and intimate apparel cannot be resold once it has left our facility. This is a strict hygiene policy.

No Size or Style Exchanges

• We do not accept items back for size swaps or style changes.
• We strongly encourage you to review our size guide carefully before purchasing and reach out to us at shop.purehearts@gmail.com if you need sizing help before you order.

Store Credit (Exceptional Cases Only)

• In rare circumstances entirely at our discretion, we may offer store credit, for example, if an item arrives damaged.
• Store credit is not guaranteed and will be assessed on a case-by-case basis.
• Store credit does not expire and can be used on any future purchase.

Damaged or Wrong Items

• If you receive a damaged item, please contact us within 24 hours of delivery at shop.purehearts@gmail.com with:
  • Your order number
  • A clear photo of the item received
• We will review and respond within 3 working days.