Refund policy

Making It Right

We want every package and every download to arrive happily. Here's how we handle refunds, returns, and the rare moments when something needs to be made right.

Digital Products (audio, PDFs, downloads)

Once a digital file is delivered, it can't be "returned" the way a physical item can. So our policy is:

Technical issues: if your file is broken, won't play, or didn't deliver — we'll fix it or refund. Always.
Wrong product purchased: if you bought the wrong version — email us within 7 days, we'll swap or refund.
Change of heart: unfortunately we can't refund delivered digital files for change of mind, since the file is already yours.
Exceptional circumstances: if something doesn't fit any of the above — email us. We're real people who care.

Personal Curation refund window

If you ordered a Personal Curation (where Kathleen polishes your recording personally), you can cancel:

Before work begins: full refund
After work begins: non-refundable, but we'll deliver your finished file

"Work begins" is defined as: when Kathleen confirms receipt and queues your recording in her studio (typically within 24 hours of submission). You'll get an email when this happens — that's your cancellation deadline.

Physical Products (wall art, mugs, apparel, frames, books)

30-day return window from delivery date. Items must be:

Unused and in original condition
In original packaging (where applicable)

To return an item:

Email support@hearttohandsmovement.com with your order number and reason
We'll provide a return label (you cover shipping unless the item arrived damaged)
Refund issued within 7 business days of receiving the returned item

Damaged or wrong items

If your item arrives damaged or we sent the wrong product, we replace it for free — keep the original or recycle it as you prefer. Email us with photos and we'll make it right.

Custom and personalized items

Custom products (Recordable Prayer Frames with your specific voice, custom-engraved cards, personalized prints) are non-refundable except for defects, since they can't be resold.

Lost packages

If your tracking shows delivered but you didn't receive it:

Check with neighbors, your front desk/concierge, your mailbox
Wait 48 hours (sometimes USPS delivers ahead of scan)
Email us — we'll work with you to file a claim and replace if needed

Contact us

Anything to do with refunds or returns: support@hearttohandsmovement.com with "Order #[your number]" in the subject line. Response within 7 days, usually faster.