Refund Policy

1. Our Commitment

At HeartWhispers by LeinibCatalina, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we are here to help.

2. Returns — Physical Products

We accept returns for physical products (apparel) under the following conditions:

• Return request must be submitted within 30 days of the delivery date
• Items must be unworn, unwashed, and in original condition with tags attached
• Items must be free of odors, stains, or damage caused by the customer
• Customized or personalized items are not eligible for return unless defective

To initiate a return, contact us at hello@leinibcatalina.com with your order number and reason for return. We will provide return shipping instructions.

Return shipping costs are the responsibility of the customer unless the item is defective or we made an error in your order.

3. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed to your original PayPal payment method within 5–10 business days
• Original shipping charges are non-refundable unless the return is due to our error
• If you received a defective or incorrect item, we will cover return shipping and provide a full refund or replacement at no additional cost

4. Exchanges

We offer exchanges for different sizes or colors of the same item, subject to availability. To request an exchange, contact us at hello@leinibcatalina.com within 30 days of delivery.

5. Digital Products

Due to the nature of digital products (downloadable files), all sales of digital items are final and non-refundable once the download has been accessed. If you experience a technical issue preventing access to your digital purchase, contact us and we will resolve the issue or provide a refund at our discretion.

6. Donations

Donations are voluntary contributions and are generally non-refundable. If you believe a donation was made in error, contact us within 48 hours at hello@leinibcatalina.com and we will review your request on a case-by-case basis.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery with:

• Your order number
• A description of the damage or defect
• Photos of the damaged item and packaging

We will arrange a replacement or full refund at no cost to you.

8. Lost or Stolen Packages

HeartWhispers is not responsible for packages lost or stolen after confirmed delivery. If your tracking shows delivered but you have not received your package, please contact your local carrier and file a claim. We will assist where possible but cannot guarantee replacement for confirmed deliveries.

9. Contact Us

For all return and refund inquiries:

• Email: hello@leinibcatalina.com
• Response time: Within 2 business days