Refund policy
Every HEIR blanket is knitted to order for one name. This page explains what that means for returns, and what we do if something is not right.
No returns
Because each blanket is made to your specification and personalized with a name, we don’t accept returns or offer refunds unless we have made a mistake or your blanket arrives damaged or faulty. This applies wherever you are. For customers in the UK, the usual 14-day right to cancel under the Consumer Contracts Regulations 2013 does not apply to personalized goods.
Please check the name, spelling and colorway carefully before you order. We knit exactly what you confirm.
Changing or canceling an order
If you notice a mistake after ordering, email hello@weareheir.com straight away. If knitting has not begun, we can change or cancel your order. Once knitting has begun, the order can’t be changed, canceled or refunded.
Damaged, faulty or incorrect blankets
If your blanket arrives damaged or faulty, or we have made an error (the wrong name, spelling or colorway compared with your order), we’ll make it right. Email hello@weareheir.com as soon as you can with your order number and a photograph of the problem.
We’ll offer you a remade blanket or a full refund, whichever you prefer, and we’ll cover the cost of sending the original back to us if we need it returned. Please don’t send anything back before contacting us.
Refunds
Refunds are made to the original payment method within 14 days of our agreeing the refund. Your bank or card provider may take a few more days to show it.
Late delivery
Your order confirmation carries a delivery date. If your blanket arrives after that date, we refund 15% of the price you paid for it, to your original payment method, within 14 days. Email hello@weareheir.com with your order number. If you sent the name later, the date is three weeks from the day we received the name. Delays caused by an incomplete or incorrect address, or by nobody being available to receive the parcel, are not covered.
Delivery problems
If your order has not arrived by the date on your order confirmation, email us and we’ll trace it. If it can’t be found, we’ll remake it or refund you in full.
Your legal rights
Nothing in this policy affects your statutory rights, including, for customers in the UK, your rights under the Consumer Rights Act 2015.
Contact
Email hello@weareheir.com or use our contact page.