Refunds Policy

Policy agreement

By purchasing products on our online store, you hereby agree to the following.

  • Pricing is subject to change without notice and we cannot refund you if you've missed a sale (either before or after making the purchase).
  • Once an order is in our system, contact us as soon as possible if you wish to make changes to the order. This includes cancellations, changing items in the order, or changes in address. Once your order is in processing, we are unable to guarantee you can change your order and a refund cannot be processed.
  • Once the tracking status on an item is marked as "DELIVERED" and you have not received your package, we cannot provide a refund. Please check with family members, neighbors and your local post offices to see if they have picked it up.
  • Refunds are subject to approval and in accordance with our refunds policy located here. Please talk to us first before filing charge-backs as this will save a lot of time in administration delays.


Our commitment to becoming Industry Leaders in Arts & Crafts means we are serious about commitment to quality. We understand things can go wrong, which is why all customers are covered by our Industry-leading 365 Day Promise.

Should the product not meet your expectations for any reason, we may offer you a remedy for 100% of your purchase cost (Free Replacement or Full Refund) or a store voucher of higher value. If more than 365 days, you may still contact us for other available solutions.

To complete your refund/return, we require a proof of purchase, so please don't delete any email correspondence from us related to your order.

Refund process(if applicable)

If the item(s) are eligible for a Refund and you wish to request one, please drop us a message so that we may first help you to resolve the problem. If there are missing components, the canvas we have sent is incorrect, or the tracking information for your item shows as undelivered, you will have the option of either a refund of the purchase price, or we will send out to you the items due at no cost.

We can not approve a full refund or replacement if the tracking status of your package shows delivered, but you have not received the package. This can happen for a very large number of reasons that are completely outside of our control. In these cases please contact your local post office for any possible remedy. 

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.

To initiate a refund request, please send an email to with your order details or send us a message via our online portal here: Contact Us.


This Refunds policy is structured to protect you, the customer from the risk of ordering products that are not to your satisfaction. We want your first experience with Diamond Painting to be fun and free of stress.

Heartful Diamonds reserves its right to refuse requests for refundin situations where:

1. We believe an attempt is being made to abuse this Refunds policy.

Whether we consider this Refunds policy is being taken advantage of is at the sole discretion of the directors of Heartful Crafts Pty Ltd.