Legal
Returns & Refunds
Last updated: March 2025
Our promise: if something isn't right, we will make it right.
Every magnet we make is custom-produced for you, so we can't accept returns on correctly-made orders — but if there's a defect or a mistake on our end, we'll reprint or refund at no charge.
Custom products — general policy
Because every magnet is made to order with your personal photos, we are unable to accept returns or issue refunds for orders that were produced correctly as submitted. Please review your photos and selections carefully before completing checkout.
Defects & our mistakes
We stand fully behind the quality of our work. If your magnets arrive damaged, defective, or were printed incorrectly due to an error on our part, contact us within 14 days of delivery and we will:
- Reprint and reship your order at no cost, or
- Issue a full refund to your original payment method
To start a claim, email us at hello@fromtheheartmagnets.com with your order number and a photo showing the issue.
Lost packages
If your order shows as delivered but you cannot locate it, please check with neighbors and your local post office first. If the package is genuinely lost, contact us and we will work with the carrier to resolve the issue or reprint your order.
Order cancellations
Production begins quickly after payment is received. If you need to cancel, please contact us immediately at hello@fromtheheartmagnets.com. We can cancel orders that have not yet entered production and issue a full refund. Once production has begun, cancellations are not possible.
Refund processing
Approved refunds are issued to your original payment method within 5–10 business days, depending on your card issuer.
Contact us
From the Heart Magnets LLC · Frederick, Maryland
hello@fromtheheartmagnets.com