TERMS AND CONDITIONS

TERMS AND CONDITIONS

Last Updated: October 6, 2026

Welcome to Heartly Studios. This website is operated by PRETIBHA. Throughout this website, the terms “we,” “us,” “our,” “Heartly Studios,” and “PRETIBHA” refer to the business operating this website.

Our website is available at https://heartly-studios.com/.

By accessing our website, browsing our products, or purchasing from us, you agree to be bound by these Terms and Conditions, as well as any additional policies referenced on our website. Please read these Terms and Conditions carefully before using our website or placing an order.

If you do not agree with these Terms and Conditions, you should not use our website or purchase our products.

We reserve the right to update, modify, or replace any part of these Terms and Conditions at any time by posting an updated version on our website. It is your responsibility to review this page periodically. Your continued use of our website after changes are posted constitutes acceptance of those changes.

Our online store is hosted on Shopify, which provides us with the e-commerce platform that allows us to offer our products and services to you.

ARTICLE 1 – DEFINITIONS

For the purposes of these Terms and Conditions:

Website: The website operated by PRETIBHA and available at https://heartly-studios.com/.

Business: PRETIBHA, operating under the brand name Heartly Studios.

Customer / Consumer: Any individual or entity who accesses the website, purchases a product, or otherwise uses our services.

Product: Any physical product or other item offered for sale through our website.

Order: A purchase request submitted by a customer through our website.

Business Day: A day other than a Saturday, Sunday, or public holiday.

Return Period: The period during which an eligible customer may request to return a product in accordance with our Return Policy.

ARTICLE 2 – BUSINESS INFORMATION

Business Name: PRETIBHA
Brand: Heartly Studios
Registration / Company Number: 07GPQPP6370MIZ
Country of Registration: India
Business Address: Upper 3rd C-85, Tagore Garden Extn, New Delhi 110027, India
Customer Support Email: jennie@heartly-london.com
Website: https://heartly-studios.com/

For any questions, concerns, or customer-service requests, please contact us at jennie@heartly-london.com.

ARTICLE 3 – APPLICATION OF THESE TERMS

These Terms and Conditions apply to all visitors, customers, users, and purchasers of our website.

By accessing our website or placing an order, you confirm that you have read, understood, and agreed to these Terms and Conditions.

We reserve the right to refuse service, cancel an order, or restrict access to our website where reasonably necessary, including in cases of suspected fraud, abuse, unlawful activity, or violation of these Terms.

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.

ARTICLE 4 – PRODUCTS AND OFFERS

We make reasonable efforts to ensure that product descriptions, photographs, specifications, pricing, and other information displayed on our website are accurate.

However, product images are provided for illustrative purposes, and there may be minor differences between images displayed on the website and the actual product received, including differences in color, appearance, lighting, packaging, or manufacturing.

We reserve the right to:

  • Correct errors or inaccuracies

  • Update product information

  • Change product descriptions or specifications

  • Modify prices

  • Change or discontinue products

  • Correct promotional or pricing errors

  • Cancel orders affected by an obvious pricing, description, or availability error

If an order is cancelled because of an error, we will provide the applicable refund in accordance with our refund procedures.

Product availability is not guaranteed until an order has been successfully processed and accepted by us.

ARTICLE 5 – ORDERS AND CONTRACT

When you place an order through our website, you are submitting a request to purchase the selected products.

After placing an order, you may receive an order confirmation by email. The order confirmation confirms that we have received your order request but does not necessarily mean that the order has already been dispatched.

We reserve the right to refuse or cancel an order for legitimate reasons, including:

  • Product availability

  • Pricing or listing errors

  • Suspected fraudulent activity

  • Incorrect or incomplete customer information

  • Shipping restrictions

  • Payment issues

  • Other circumstances affecting our ability to fulfill the order

If we cancel an order after payment has been received, the applicable amount will be refunded according to our refund procedures.

ARTICLE 6 – CANCELLATION POLICY

Customers may request cancellation of an order within 4 hours of placing the order.

Cancellation requests received within this 4-hour period may be eligible for a full refund, provided the order has not already been processed or dispatched.

After the 4-hour cancellation window has expired, cancellation requests may be subject to a 20% cancellation fee.

Once an order has entered processing or has already been dispatched, cancellation may no longer be possible. In such circumstances, the customer may need to receive the order and follow our applicable return procedure.

To request cancellation, please contact our customer support team at:

jennie@heartly-london.com

Cancellation requests should include the customer's name and order number.

ARTICLE 7 – PRICES AND PAYMENT

All product prices are displayed on our website at the time of purchase.

Prices may be changed at any time without prior notice. Any price change will not affect an order that has already been successfully accepted, except where an obvious pricing or listing error has occurred.

Customers are responsible for providing accurate billing and payment information.

We reserve the right to refuse or cancel transactions that appear to be unauthorized, fraudulent, or otherwise invalid.

ARTICLE 8 – SHIPPING AND DELIVERY

We make reasonable efforts to process and dispatch orders within the timeframe stated on our website or in our order communications.

Estimated delivery times are provided for guidance only and may be affected by circumstances outside our reasonable control, including:

  • Carrier delays

  • Customs processing

  • Weather conditions

  • Public holidays

  • Incorrect or incomplete delivery information

  • Transportation disruptions

  • Other unforeseen circumstances

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping or reshipment costs may apply.

ARTICLE 9 – RETURNS

We offer a 30-day return period for eligible products.

The 30-day period begins from the date the customer receives the order.

To request a return, customers must contact us at jennie@heartly-london.com before sending any product back.

Products should be returned in accordance with the return instructions provided by our customer support team.

To be eligible for a return, the product should generally be returned in its original condition, together with applicable accessories and packaging where reasonably possible.

We reserve the right to refuse a return where the product has been materially damaged, altered, misused, or returned outside the applicable return period.

ARTICLE 10 – RETURN SHIPPING COSTS

Unless otherwise required by applicable law or specifically agreed by us, the customer is responsible for the cost of returning a product.

Return shipping costs are generally non-refundable.

Customers should use a trackable shipping service when returning an order and retain proof of shipment until the return has been successfully processed.

We are not responsible for returned packages that are lost or damaged while being transported back to us where the customer has arranged the return shipment.

ARTICLE 11 – RETURN LOCATION

Approved returns may need to be sent to our designated return warehouse in China.

Customers must not send products to an address other than the return address provided by our customer support team.

A return sent to an incorrect or unauthorized address may not be accepted or may result in delays in processing the return.

Please contact jennie@heartly-london.com before returning any product so that we can provide the appropriate return instructions.

ARTICLE 12 – REFUNDS

Refunds will generally be processed only after the returned product has been received at our designated return warehouse and the return has been reviewed.

Once the return has been received and approved, the applicable refund will be initiated.

Please allow approximately 7–10 business days for the refund to be processed after the return has been approved. The time required for the funds to appear in the customer's account may also depend on the customer's bank or payment provider.

Original shipping charges, where applicable, may not be refundable unless otherwise required by applicable law.

Where a return does not meet the applicable return requirements, we reserve the right to refuse or adjust the refund as permitted by applicable law.

ARTICLE 13 – DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If you receive a product that is defective, damaged, or different from the product ordered, please contact us within 15 days of delivery.

Please email jennie@heartly-london.com and provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the product and the issue, where applicable

We may request additional information or evidence where reasonably necessary to assess the issue.

After reviewing the claim, we may offer an appropriate solution, which may include a replacement, reshipment, refund, or another appropriate resolution, subject to the circumstances and applicable law.

ARTICLE 14 – PRODUCT WARRANTY AND USE

We aim to provide products that correspond with the descriptions and specifications displayed on our website.

Customers are responsible for using products in accordance with any instructions, warnings, or guidance provided with the product.

Any damage resulting from misuse, unauthorized modification, improper handling, negligence, or use contrary to the provided instructions may not qualify for a refund, replacement, or other remedy.

Nothing in these Terms limits any mandatory rights or protections that cannot legally be excluded.

ARTICLE 15 – PERSONAL INFORMATION

Your submission of personal information through our website is governed by our Privacy Policy.

By using our website or placing an order, you acknowledge that certain information is required to process your order, communicate with you, arrange delivery, process payments, and provide customer support.

We will handle personal information in accordance with our applicable privacy practices and policies.

ARTICLE 16 – PROHIBITED USES

You agree not to use our website or services for unlawful or unauthorized purposes.

You must not:

  • Violate any applicable laws or regulations

  • Attempt to gain unauthorized access to our systems

  • Transmit viruses, malware, worms, or other harmful code

  • Interfere with the operation or security of our website

  • Use the website for fraudulent purposes

  • Reproduce, copy, sell, resell, or exploit any portion of our website or services without our written permission

  • Misrepresent your identity or payment information

  • Use our website in a manner that could damage our business, systems, reputation, or other users

We reserve the right to restrict or terminate access to our services where a customer violates these Terms.

ARTICLE 17 – INTELLECTUAL PROPERTY

Unless otherwise stated, the content available on our website, including text, graphics, logos, product descriptions, photographs, designs, and other materials, is owned by or licensed to PRETIBHA / Heartly Studios.

You may not reproduce, distribute, modify, copy, publish, sell, or commercially exploit our website content without our prior written permission, except where permitted by applicable law.

ARTICLE 18 – ERRORS, INACCURACIES, AND OMISSIONS

Occasionally, information on our website may contain typographical errors, inaccuracies, or omissions relating to product descriptions, prices, promotions, shipping information, availability, or other content.

We reserve the right to correct, update, or modify such information at any time.

Where an obvious error affects an order, we reserve the right to contact the customer and, where appropriate, cancel the affected order and provide a refund.

ARTICLE 19 – THIRD-PARTY SERVICES

Our website may use third-party services and providers, including payment processors, shipping providers, technology providers, and other service providers.

We are not responsible for the independent policies, terms, or actions of third-party providers.

Your use of third-party services may also be subject to the terms and policies of those providers.

ARTICLE 20 – LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, PRETIBHA / Heartly Studios shall not be liable for indirect, incidental, consequential, or unforeseeable losses arising from the use of our website or products.

Nothing in these Terms is intended to exclude or limit liability where such exclusion or limitation is prohibited by applicable law.

ARTICLE 21 – CHANGES TO THESE TERMS

You can review the most current version of these Terms and Conditions at any time on this page.

We reserve the right to update, change, or replace any part of these Terms and Conditions by publishing an updated version on our website.

It is your responsibility to check this page periodically for changes.

Your continued use of our website or services after any changes are posted constitutes acceptance of the updated Terms and Conditions.

ARTICLE 22 – GOVERNING LAW

These Terms and Conditions shall be interpreted and applied in accordance with the applicable laws of India, subject to any mandatory consumer protection rights or other legal protections that may apply to a customer.

Any dispute arising in connection with these Terms or your use of our website shall be handled in accordance with applicable law.