Refund & Return Policy

Effective Date: 04/21/2025
Last Updated: 04/21/2025

We understand that every order placed with Unheard Lullabies carries deep meaning. While many of our items are made with love, care, and personalization, we also want to ensure you feel confident and supported when making a purchase with us.

Please take a moment to review our policy below.

Returns & Exchanges

We accept returns and exchanges for non-personalized items within 14 days of delivery, provided the item is:

In its original condition and packaging
Unused and undamaged
Returned with a valid order number

Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., incorrect item sent or defective product).

Personalized & Memorial Products

Due to the custom nature of many of our offerings — such as engraved jewelry, remembrance ornaments, and seed paper kits — personalized and made-to-order items are non-refundable, unless:

They arrive damaged
We made an error in customization

We’re committed to ensuring your piece is perfect. If there’s an issue, please reach out and we’ll make it right.

Damaged or Incorrect Items

If your order arrives damaged or is not what you ordered, please contact us within 7 days of delivery with:

Your order number
A clear photo of the item and packaging
A description of the issue

We’ll assess and either replace the item or offer a refund.

Exchanges

We are happy to offer exchanges for non-personalized items if the item is returned in its original condition. Please email us to initiate an exchange.

Refunds

Approved refunds will be processed to the original method of payment within 5–10 business days. You’ll receive an email confirmation when your refund is issued.

If the refund has not appeared in your account after this period, please contact your bank or card issuer before contacting us.

Where to Send Returns

To start a return, please email [email protected]
We’ll provide you with the return address and instructions.

Please do not send returns without first contacting us.

Need Help?

We’re here for you.

For questions about returns, exchanges, or anything else, please contact:
[email protected]

Summary

Product Type	Returnable?	Notes
Personalized/Custom Items	❌ No	Unless damaged or incorrect
Non-personalized Items	✅ Yes	Within 14 days, unused and in original packaging
Damaged or Incorrect	✅ Yes	Contact us within 7 days
Refund Timeline	~5–10 Days	Once return is received and approved