Refund Policy
A legal disclaimer
Heaven Sent’s return and refund policy applies to purchases made directly through our website. Nothing in this policy limits your rights under applicable consumer protection laws. Where any policy term conflicts with applicable law, the law will prevail. Policy updates apply only to orders placed on or after the update’s effective date.
Refund Policy - the basics
HEAVEN SENT — RETURN & REFUND POLICY
Thank you for supporting Heaven Sent. We take pride in our clothing and want you to feel confident about your purchase. Please review our policy before placing an order.
Returns
You may request a return within 14 calendar days of delivery. Items must be unworn, unwashed, unaltered, and in their original condition with all original tags attached. Trying an item on for fit is permitted.
Items showing signs of wear, stains, odors, or customer-caused damage are not eligible for return.
How to Request a Return
Contact us through the Contact page on our website with:
Your name and order number.
The item you want to return.
Your reason for the return.
Clear photos if the item arrived damaged or incorrect.
Please wait for return approval and shipping instructions before sending anything back. Approved returns must be shipped within 7 calendar days of approval.
Return Shipping
Customers are responsible for return shipping costs unless we sent an incorrect or defective item. Please use a tracked shipping service and keep your receipt.
Original shipping charges are nonrefundable for standard returns. We do not charge a restocking fee.
Refunds
Once we receive and inspect your return, we will notify you whether it has been approved. Approved refunds will be issued to the original payment method within 7 business days.
Your bank or payment provider may take additional time to post the refund. Refunds cover the amount paid for the returned item and applicable tax, excluding original shipping charges for standard returns.
Size Exchanges
Size exchanges are subject to availability and the same eligibility requirements as returns. Contact us within 14 calendar days of delivery. Customers pay shipping costs for size exchanges unless the wrong size was sent by Heaven Sent.
Please review the product’s size guide before ordering.
Custom Orders & Final-Sale Items
Custom, personalized, and made-to-order items cannot be returned or exchanged for a change of mind or a customer-selected size.
Items clearly marked “Final Sale” before purchase are also ineligible for standard returns or exchanges.
These exclusions do not apply to items that arrive defective, incorrect, or materially different from their description.
Damaged or Incorrect Items
Please inspect your order upon arrival. If an item is damaged, defective, or incorrect, contact us as soon as possible—ideally within 7 calendar days of delivery—with your order number and clear photos.
Once verified, we will arrange a replacement or refund and cover any required return shipping. For a refund of an entire affected order, we will also refund the original shipping charge.
Cancellations & Preorders
Contact us immediately if you need to cancel an order. Standard orders may be canceled before shipment. Custom or made-to-order purchases may be canceled before production begins.
If we cannot ship within the timeframe stated when you ordered, we will notify you of the revised timeframe and offer the option to accept the delay or cancel the unshipped items for a full refund.
Need Help?
Please reach out through our website Contact page with any order questions. Thank you for choosing Heaven Sent.
This policy does not limit any rights you have under applicable consumer protection laws.