Last updated: August 7, 2026
This Returns, Refunds & Cancellations Policy applies to purchases made from True to Promise and from Heavenly Goods Studio (the custom personalization line of True to Promise), whether completed through our website checkout, an approved quote, or one of our order request forms, and regardless of whether payment was made through Stripe, PayPal, or another accepted payment method.
Non-personalized, pre-designed True to Promise products may be returned within 14 calendar days of delivery, subject to the following conditions:
If you are returning an item because of a change of mind, size, color, or personal preference, return shipping is your responsibility, and original shipping charges are not refundable. Items marked as clearance, final sale, or sold at a special discount are not eligible for return unless the item is defective, damaged, or the result of an error by True to Promise. Size or color exchanges are subject to available stock; if the item you would like is out of stock, we will issue a refund instead.
All personalized and custom products from Heavenly Goods Studio are final sale. We are unable to accept returns, exchanges, or refunds for reasons such as: choosing the wrong size or color, a change of mind, spelling, name, date, image, or other information that you approved, minor differences between on-screen colors and the physical product, minor differences in placement that result from handmade production, designs, quantities, or specifications that you approved, or items ordered for an event that was later canceled or rescheduled.
This final sale policy does not remove your right to a solution if an item is defective, was damaged in shipping, is materially different from what you approved, or reflects an error made by True to Promise or Heavenly Goods Studio.
If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days of delivery and include:
After reviewing the evidence you provide, we may offer a correction, reprint, replacement, partial refund, or full refund. If the issue is the result of an error by True to Promise or Heavenly Goods Studio, you will not be responsible for any additional costs. We will not require you to return a defective product without first providing instructions and authorization.
Pre-designed products: You may cancel an order within 2 hours of purchase or before it has been fulfilled, whichever happens first. Once an order has been processed or shipped, we cannot guarantee cancellation.
Custom and personalized orders: Cancellation is only available before design work, material sourcing, or production has begun. Once work has started, a design has been approved, or production is underway, the order cannot be canceled or refunded. Rush orders may begin immediately after payment and may not include a cancellation window. A quote that has not yet been paid may be declined at any time without penalty. If True to Promise is unable to complete an order, we will issue a refund.
Nothing in this policy limits any right you may have under applicable law or under the terms of Stripe, PayPal, or your card issuer.
Refunds are issued only to the original payment method used at checkout; we cannot send a refund to a different card, account, or person. You will be notified once a refund has been processed. Refunds typically take approximately 5–10 business days to appear, depending on your bank, Stripe, or PayPal. We do not charge a restocking fee on personalized products, and we do not treat original processing fees as a separate penalty.
Please also review our Shipping, Production & Delivery Policy and our Terms & Conditions.
If you have any questions about this policy or need to request a return, refund, or cancellation, please contact us at support@truetopromise.com. We are based in Houston, Texas, and typically respond within 1–2 business days.
This policy is provided for general informational purposes and does not constitute legal advice.
