Refund policy

Returns and exchanges

Before contacting us, please make sure that you have turned on the ornament by removing the gold cap and turning the switch to "On." Please also ensure that you have removed the plastic battery protectors from ornament and the included remote control. These actions are often overlooked, and your ornament may not be defective.

Given the holiday nature of this product, we have a 14-day defective item return policy, which means you have 14 days after receiving your item to demonstrate the defect with a video and request an exchange.

To be eligible for an exchange, your item must be in the same condition that you received it and all items in its original packaging. You’ll also need the receipt or proof of purchase. 

To start an exchange, you can contact us at returns@thelostheartfire.com. Please note that defective items must to be sent to the following address:

6700 Jefferson Hwy.
Building 6
Baton Rouge, LA 70806

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return and exchange will not be accepted.

Damages and issues
Please inspect your order immediately upon receipt and contact us immediately if the item is defective and damaged. You will be requested to take a video to demonstrate that the item has batteries, is properly turned on, and will not illuminate. We want to evaluate the defect and make it right.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@thelostheartfire.com.