Refund policy

Thank you for shopping with Rhinestone Heritage. Most of our products are made to order or produced as per customer requirements, so please read this policy before placing your order. If you have any questions, contact us first. We're happy to help.

1. When we accept returns

Returns, replacements or refunds are accepted only in these cases:

  • Wrong item sent
  • Manufacturing defect
  • Damaged item received
  • Missing item or short quantity in your parcel

We do not accept returns for change of mind on any product.

2. How to report a problem (within 48 hours)

Contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos and/or video of the issue
  • For damaged, wrong or missing items: a continuous, unedited unboxing video, starting from the sealed parcel with the shipping label visible

Claims reported after 48 hours of delivery, or without the required photos/video, may not be accepted.

Please do not send any item back without our approval. Once we approve a return, we'll share the return address and instructions. Returned items must be unused, not applied or heat-pressed, and in their original packaging.

3. Non-returnable items

The following cannot be returned, exchanged or refunded:

  • Custom rhinestone sticker orders
  • Personalized designs
  • Bulk/wholesale orders made to customer specifications
  • Used, applied, or heat-pressed products
  • Digital files (SVG, CDR, PDF, etc.), once the order is placed and the download is available (see Section 5)
  • Opened packets of loose hotfix rhinestones and used/opened heat transfer paper, unless wrong, defective or damaged on arrival

4. Custom, personalized and wholesale orders

Custom orders are produced only after payment (or advance payment) and your final design/mockup approval. Once production has started, custom orders are not eligible for cancellation, return, exchange or refund.

Please check size, design, stone colours and spelling carefully before approving. We are not responsible for errors in details you approved before production. For bulk orders where a sample was approved, the bulk order is produced to match the approved sample.

5. Digital files (SVG / CDR / PDF)

Digital files are delivered for download after purchase. No physical item is shipped. Because files cannot be "returned", all digital file sales are final.

If a file is corrupted, will not open, or is not the design you purchased, contact us within 7 days of purchase and we will send a working or correct file. If we cannot fix the problem, we will refund the price of that file.

6. Heat press machines

Please inspect your machine on delivery. Transit damage, a wrong model, or a machine that does not work on first use must be reported within 48 hours of delivery with an unboxing video and photos/video of the fault.

Heat press machines are imported and sold without any warranty or guarantee. After the 48-hour reporting window above, we do not offer repair, replacement or refund for any fault, wear or damage.

7. Ready-made / catalogue packs

Some catalogue and mix-design packs include assorted designs from our current collection. Designs received may differ from those shown in the product images, as stated on the product page. This is not considered a wrong item.

8. What is not covered

Refunds are not given for:

  • Colour variation seen on mobile/desktop screens
  • Incorrect application by the customer (e.g. wrong temperature, pressure, time or fabric)
  • Wrong size/design approval after confirmation

Please test on a spare piece of fabric first, especially delicate, stretchy or heat-sensitive fabrics.

9. Resolution options

If your claim is approved by our team, we may offer one of the following:

  • Replacement
  • Store credit
  • Partial refund
  • Full refund, if applicable

Approved refunds are processed within 5–7 business days to the original payment method. Your bank or payment provider may take a few extra days to show the credit. Original shipping charges are non-refundable unless the issue was our error (wrong, defective or damaged item). If the issue was our error, we also cover the return shipping.

10. Order cancellations

  • Ready-stock items can be cancelled for a full refund before dispatch. After dispatch, cancellation is not possible.
  • Custom, personalized and bulk/wholesale orders cannot be cancelled once production has started.
  • Digital file orders cannot be cancelled once the download is available.

11. EU customers: 14-day right of withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

Exceptions: custom-made or personalised products are exempt from the 14-day withdrawal right under EU Consumer Rights Directive Article 16(c), provided you have acknowledged this waiver before placing your order. By placing a custom order on our store, you confirm that you waive your right of withdrawal for that item.

To exercise your right of withdrawal on eligible items, contact us at rhinestoneheritage@gmail.com within 14 days of delivery. Items must be returned unused and in original condition. Return shipping costs are the buyer's responsibility unless the item is defective or incorrect.

12. Contact us

For returns, refunds, cancellations or any complaint, contact:

Rhinestone Heritage (Sole Proprietorship)
Address: Shop no 4, Near Radiance Tailor, Bangalpura, Bhiwandi, Thane, Maharashtra 421302, India
Email: rhinestoneheritage@gmail.com
Phone / WhatsApp: +91 8655468047
GSTIN: 27BZSPA2153E1ZJ
IEC: BZSPA2153E

We aim to respond to all return and refund requests within 2 business days.