Returns & Refunds

1. Scope of This Policy

This Returns & Refunds Policy applies to purchases made through the Heldinside U.S. storefront. It explains our customer-care process for personalized physical products and the connected Heldinside Digital Vault.

2. Cancellation & Modification Requests

If we approve a cancellation before production, we will cancel the affected item and refund the amount paid for it. If we cancel an order because we cannot fulfill it, we will refund the cancelled portion.

3. Shipping Delays & Unshipped Orders

We aim to ship within the time stated on the website or in your order information. If we cannot ship within the promised time, we will provide a delay notice and give you the choice to agree to the revised shipping date or cancel the affected unshipped item for a prompt refund, as required by applicable U.S. law.

If an unshipped item is cancelled because of a qualifying delay, the refund will be made to the original payment method rather than only as store credit, unless you voluntarily choose another option.

4. Issues Eligible for Review

Depending on the facts, an eligible solution may include correction, repair, reprint, replacement, refund, or another appropriate remedy. Examples of issues eligible for review include:

• Item arrived damaged, defective, broken, or materially different from its description or confirmed personalization.
• Wrong product, size, color, or design was supplied due to our error.
• A material printing, engraving, assembly, or production error occurred.
• Package was lost in transit when the customer supplied a complete and accurate delivery address.
• The printed QR code cannot be scanned because of a production defect.
• The connected Digital Vault fails because of a Heldinside system or setup error.

5. How We Review a Claim

Contact us with the order number, email address used at checkout, description of the issue, and clear photographs of the item, packaging, shipping label, and affected area. A short video may be helpful for QR-code, lighting, movement, audio, or other functional issues.

We will request only information reasonably needed to verify the order and understand the issue. We may ask you to retain the product and packaging while we review the claim or while a carrier investigation is pending. Do not discard or return the item until customer care provides instructions.

If an issue was not reasonably discoverable within 30 days, or applicable law provides additional rights, we will review the request in light of the circumstances and applicable law.

6. Available Solutions

The appropriate solution depends on the nature, severity, cause, and scope of the issue. For a minor issue that can reasonably be corrected, we may first offer a correction, technical support, repair, reprint, or replacement. For a material issue that cannot reasonably be corrected, a refund or replacement may be appropriate.

If only one item or component of a multi-item order is affected, the solution may apply only to that item or component. We will not charge a restocking fee or return-shipping fee for a return required because of a verified Heldinside production error, damage in transit, incorrect item, or other issue for which we are responsible.

7. Personalized Items & Change of Mind

Because personalized products are made using customer-selected content and generally cannot be resold, we do not ordinarily accept returns or provide refunds solely for change of mind, personal preference, or a customer ordering mistake after production begins.

Unless applicable law or an express product-page promise requires otherwise, free replacement or refund generally does not cover:

• customer-submitted spelling, date, photograph, message, address, or personalization errors;
• a design, crop, size, color, or option that matches the confirmed order or approved preview but is no longer preferred;
• poor results caused primarily by a low-resolution, blurred, dark, cropped, or otherwise unsuitable customer-supplied file where the limitation was reasonably apparent;
• minor differences between screen colors and printed materials caused by device settings, printing processes, materials, or normal production tolerances;
• damage caused after delivery by misuse, improper care, unauthorized alteration, accidents, or failure to follow available care instructions;
• inability to use an unsupported device, browser, file type, or third-party scanner where the product and QR code otherwise function as described; or
• delivery failure caused by an incomplete or incorrect customer-provided address, subject to the returned-package rules below.

This section does not apply when the problem was caused by Heldinside or when applicable law provides a remedy.

8. Return Authorization

Do not return a product unless customer care authorizes the return and provides the correct return instructions and address. The registered business address of Fuzhou Juliu Juliang Trading Co., Ltd. and HJ UNITRADE PTY LTD is not a return address. Items sent to an unauthorized address may be delayed, refused, or unable to be matched to the order.

An authorization to return an item does not automatically guarantee a refund before the returned item is received and, where reasonably necessary, inspected. In some cases, photographs or video may be sufficient and we may instruct you not to return the item. Do not destroy or dispose of a product unless we confirm in writing that you may do so.

9. Return Shipping Costs

For an approved return caused by our verified error, a defective or incorrect item, or qualifying transit damage, we will provide a prepaid return label where available or reimburse reasonable authorized return-shipping costs.

If we exceptionally approve a return for a reason not caused by Heldinside, the customer may be responsible for return shipping and any disclosed non-refundable original shipping cost, to the extent permitted by law. Use a trackable shipping method when instructed and keep the receipt until the return is completed.

10. Refund Amounts & Processing

Approved refunds are issued to the original payment method unless another method is required or expressly agreed. A refund cannot normally be redirected to a different card, bank account, or person.

For a full refund caused by a verified incorrect, defective, damaged, or undelivered order for which Heldinside is responsible, the refund will include the amount paid for the affected item, applicable sales tax, and any original standard shipping charge attributable to that item. Expedited or optional shipping upgrades may be excluded when the underlying service was provided, unless law requires otherwise.

Discounted items are refunded based on the net amount actually paid after discounts. For a partial refund, discounts, taxes, and shipping charges may be allocated proportionally.

Once a refund is approved, we will initiate it promptly and within the time required by applicable law. For refunds governed by the FTC Mail, Internet, or Telephone Order Merchandise Rule, applicable third-party payment refunds are processed no later than seven working days after the right to a refund arises. Your bank or payment provider may need additional time to post the credit after we submit it.

11. Lost, Delayed, Returned or Marked-Delivered Packages

Lost or delayed in transit

If tracking stops updating or the package does not arrive within a reasonable period after the estimated delivery date, contact us. We may ask the carrier to investigate before approving a replacement or refund.

Marked delivered but not received

Check the delivery location, household members, neighbors, building staff, parcel lockers, and carrier delivery details, then contact us promptly. We will review the order and available carrier information. The solution will depend on the evidence, delivery circumstances, carrier findings, and applicable law.

Incorrect address or returned to sender

If a package cannot be delivered because the customer supplied an incomplete or incorrect address, moved without updating the order, refused delivery, or failed to collect the package, we may offer reshipment after the package returns to the appropriate facility. Additional shipping charges may apply unless the address or delivery failure resulted from our error.

12. Replacements, Remakes & QR Codes

If a physical item is remade because of damage, a printing error, or another approved issue, the customer may continue using the original Digital Vault and original QR code.

An approved replacement is normally sent to the delivery address confirmed during the claim. Replacement production and delivery times are estimates and may be similar to the original order.

13. Digital Vault Correction, Refund & Deletion

For a Digital Vault setup or system issue, we may first provide technical support, reconnect the correct page, restore supported access, or correct the setup. If the issue cannot reasonably be corrected, we will review an appropriate replacement, partial refund, full refund, or other solution based on the affected product and service.

• Approved cancellation before production: connected Digital Vault content will be deleted and cannot be restored.
• Approved refund after delivery: connected Digital Vault content may be deleted after the refund is completed and cannot be restored once deletion is completed.
• Approved replacement or remake: the original Digital Vault and QR code remain active unless a new Digital Vault is specifically agreed.
• Customer-initiated deletion: deleted content has a 7-day recovery period where technically possible, after which deletion becomes permanent from active systems.

14. Multiple Items, Bundles & Gifts

For an order containing multiple products, a refund or replacement may be limited to the affected item. If a bundle discount depended on purchasing multiple items, the refund may reflect the discount allocated to the returned or cancelled item.

Refunds are normally issued to the purchaser’s original payment method, even when the product was delivered as a gift. A gift recipient may contact customer care about a product issue, but we may need the purchaser or order holder to verify the order or approve account-related changes.

15. Fraudulent, Duplicate or Abusive Claims

We may deny, limit, or further investigate a claim where we reasonably identify materially false information, altered evidence, duplicate refund requests, return substitution, intentional damage, payment fraud, or repeated misuse of this Policy. We will not deny a legitimate claim solely because a customer has previously requested support.

Where appropriate, we may request additional verification, preserve relevant records, suspend processing while reviewing the matter, or report suspected unlawful activity as permitted by law. This section does not restrict any legitimate consumer right.

16. Purchases From Other Sellers

This Policy applies only to orders placed directly through the Heldinside U.S. storefront. If you purchased a Heldinside-branded or related product through another marketplace, retailer, reseller, or third-party website, contact that seller first and follow the seller’s return policy, unless applicable law or a separate written warranty provides otherwise.

17. How to Request Support

Email support@heldinside.com with:

• your order number;
• the email address used at checkout;
• a clear description of the issue and the solution you are requesting; and
• supporting photographs or video where reasonably relevant.

Do not send passwords, PINs, complete payment-card numbers, or card security codes by email.