Refund policy

Return and Refund Policy

At Heartheld Glass, each memorial piece is lovingly handcrafted just for you, using ashes you’ve entrusted to us. Because these items are custom-made and hold deep personal significance, we are unable to accept returns or offer refunds once the creation process has begun.

Because our process involves handling cremated remains, we follow strict USPS regulations — including the use of Priority Mail Express — to ensure the safe, respectful, and trackable delivery of your loved one’s ashes. As outlined in our Shipping Policy, failure to follow these mailing instructions or delays in returning ashes may affect your eligibility for cancellation or refund.

Damaged or Incorrect Orders

If your order arrives damaged or if we made a mistake, we’ll make it right. Please email us within 7 days of delivery with photos and a description of the issue so we can resolve it quickly and compassionately.

Order Cancellations

Orders may be cancelled for a full refund only if we have not yet begun the creation process. Please contact us as soon as possible at info@heartheldglass.com if you need to make a change or cancel your order.