Return & Refund Policy

We want you to love your purchase, but if you are not completely satisfied, we’re here to help. Please review our Return and Refund Policy carefully before making a purchase.

Initiating a Return

We are not a manufacturing facility, so we appreciate your cooperation in helping us facilitate conversations with our vendors during the return process.

  • To initiate a return, contact us at info@thisfamilylove.com within 14 days of delivery. 

    • Please provide your order #

    • A description of the issue

    • A picture of the defect, if applicable, and the packaging.

  • Once approved, we will issue a Return Merchandise Authorization (RMA) Number, a return shipping label, as well as, instructions on how and where to send your package. 

  • Please confirm that your RMA is clearly written on your return shipping label.

  • Returns without an RMA will not be accepted.

  • Keep proof of your return.

       

    Custom & Personalized Items

    • Most of our items are customized and are non-refundable.

    • However, if your customized order arrives with a manufacturing defect, we will reprint and resend it to you at no additional cost. 

    • Please follow the instructions for initiating a return and of course, you can always contact us for any return questions at info@thisfamilylove.com.

    General Return Requirements

    To be eligible for a return:

    • The item must be unused and in the same condition as you received it.

    • It must be returned in the original packaging.

    • Proof of purchase or receipt is required.

    • Only faulty or damaged items are eligible. We do not accept returns due to a change of mind.

    Non-Returnable Items

    For safety and hygiene reasons, several types of items cannot be returned:

    • Items listed as Custom or Customized.

    • Gift cards

    • Downloadable digital products

    • Health and personal care items

    • Items not in original condition, damaged, or missing parts (not due to our error)

    • Any item returned more than 30 days after delivery

    • Discounted or sale items (only regular-priced items are eligible for a refund)

    Refunds

    • Once your item is received and inspected, you will be notified by email regarding approval or rejection.

    • Approved refunds will be processed to your original method of payment within 3 - 7 days, but your processor may take up to an additional 7 - 14 days for it to appear on your account.

    • If you still have not received your refund within 14 - 21 days and confirming with your bank, please contact us.

    Exchanges

    • We only replace items if they are defective or damaged.

    • If you need an exchange for the same item, please email us to receive return instructions.

    Gifts

    • If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of the return.

    • If the item was not marked as a gift, or the gift giver had it shipped to themselves first, the refund will be issued to the original purchaser.

    Shipping

    • Shipping costs are non-refundable. If a refund is issued, the shipping cost will be deducted.

    • Shipping times for exchanges may vary based on your location.

    • For returns over $75, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your return.