Refund policy

Effective Date: July 13, 2026

This Refund Policy explains when physical products purchased from Hear This Concepts may be cancelled, returned, exchanged, replaced, or refunded. Different products may be subject to different return or cancellation terms. Where applicable, any product-specific terms will be stated on the relevant product page.

This policy applies to physical products. Digital products are governed by our separate Digital Downloads Policy.

Returns, Exchanges & Cancellations

Unless otherwise stated on the relevant product page, we generally accept returns, exchanges, replacements, or refunds only in the following circumstances:

  • The item arrives damaged.
  • The item is defective.
  • You receive the incorrect item.
  • Your order is lost in transit.
  • A cancellation request is accepted in accordance with this policy.
  • Mandatory consumer protection laws require otherwise.

Please review your order carefully before completing your purchase.

If you need to change or cancel your order, please contact us as soon as possible. We accept cancellation requests made within one hour of purchase, whenever possible. EU and UK customers, please see the European Union & United Kingdom Customers section below for your statutory cancellation and withdrawal rights. Orders may enter processing or fulfillment shortly after they are placed. Once processing or fulfillment has begun, we may no longer be able to change, cancel, or modify your order. We'll always do our best to accommodate your request where possible.

Product Variations

Because some products are individually printed to order, slight variations in print placement, color, finish, or other cosmetic details may occur. These normal variations do not affect the product's quality, functionality, or intended use and are not considered defects.

Damaged, Defective, Incorrect or Lost Orders

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Lost in transit

please contact us as soon as possible, and no later than 30 days after delivery (or within 30 days of the estimated delivery date for lost packages).

Email: contact@hearthisconcepts.com

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing the damage or defect (where applicable)

Replacements

If your claim is approved, we'll replace the affected item at no additional cost whenever possible. In most cases, you won't be required to return the original product. If a replacement cannot reasonably be provided, we may instead issue a refund to your original payment method.

Refunds

If a refund is approved, it will be processed to your original payment method. Refunds typically appear within 5–10 business days, although processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at:

Email: contact@hearthisconcepts.com

European Union & United Kingdom Customers

The following provisions apply only to orders delivered to addresses in the European Union or the United Kingdom and supplement the general cancellation and return terms set out above.

If your order is delivered to the European Union or the United Kingdom, you may have statutory consumer rights under applicable law, including the right to withdraw from certain purchases within 14 calendar days of receiving the final item in your order, without giving any reason.

You may request cancellation of your order at any time before it has been fulfilled, subject to applicable law. This does not affect the separate statutory withdrawal right described above, which continues to apply after delivery where applicable.

To exercise any applicable statutory right, please contact us at contact@hearthisconcepts.com.

If you validly exercise a statutory right of withdrawal, we will refund the amounts required under applicable law, including the original standard delivery charges where required by law.

Unless otherwise required by applicable law, you are responsible for the direct cost of returning the goods.

Digital downloads are governed by our Digital Downloads Policy. Personalized or customized products, as well as digital downloads, may be exempt from statutory withdrawal rights where permitted by applicable law.

Nothing in this policy limits or excludes any mandatory consumer rights available under the laws of your country.

Customs Duties & Import Charges

International orders may be subject to customs duties, import taxes, or other charges imposed by your country's authorities. These charges are the responsibility of the customer and are not included in the purchase price or shipping charges unless expressly stated.

If an order is refused or returned because customs charges were not paid, we are generally unable to refund the original order. We may be able to arrange reshipment, subject to additional shipping charges.

Incorrect Shipping Addresses

Please ensure that your shipping address is accurate before placing your order.

If an order is returned because:

  • An incorrect address was provided
  • Delivery was refused
  • The package was not collected


additional shipping charges may apply before the order can be reshipped.

Please contact us within 30 days of the original delivery attempt so we can help arrange reshipment where possible. Orders that remain unclaimed beyond this period may no longer be eligible for reshipment or refund.

Items Not Eligible for Return

The following items are generally not eligible for return unless they arrive damaged, defective, incorrect, or where mandatory consumer protection laws require otherwise:

  • Physical products returned due to change of mind, incorrect size, incorrect color, incorrect product selection, or accidental purchase
  • Personalized or customized products
  • Digital downloads (see our Digital Downloads Policy)
  • Gift cards
  • Sale or clearance items (unless required by applicable law)

Fraud Prevention

To protect both our customers and our business, we may request additional information or photographs before approving a replacement or refund.

Claims that are fraudulent, abusive, unsupported by sufficient evidence, or inconsistent with our records may be declined in accordance with our Terms of Service and applicable law.

Need Help?

If you have any questions about this policy or your order, we're always happy to help.

Hear This Concepts

Email: contact@hearthisconcepts.com