Refund policy

RETURNING DAMAGED / DEFECTIVE ITEMS

In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) via email to admin@stringhart.com. In many cases, action (such as a replacement, or refund) can be initiated once the claim has been substantiated by the customer.

If the damage or defect cannot be verified over the phone or through email, the item may need to be returned to String Hart for inspection before determining the condition of the product.

WHO COVERS THE RETURN SHIPPING COST?

String Hart will provide a prepaid return shipping label for items that arrive in damaged condition or are confirmed by a String Hart to be defective.

For all other cases, return shipping costs are the responsibility of the customer.

Under no circumstance does String Hart reimburse or provide credit for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with String Hart support regarding the return before sending the items back.

HOW TO RETURN AN ITEM

Contact Customer Support to request a return within 30 days of receiving the shipment. Please include the reason for the return and indicate whether you'd prefer a replacement (same product or an alternate style, or color), or a refund. 

If applicable, use the Upload File button to provide digital images of the damaged or defective product.

WHAT THE RETURN PROCESS USUALLY ENTAILS

- **Refunds:** If you requested a refund, it usually takes 5-7 business days for the funds to appear in the account used for purchase, depending on your bank’s processing speed.
  
- **Account Credit:** If you requested an account credit, it typically takes 1 business day to appear in your **String Hart** account. This credit can be used for future purchases and will be valid for one year from th

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