Absolutely. Since The New Heirloom sells needlepoint canvases, needle minders, stretcher bars, and other needlepoint supplies, I’d recommend a policy that is customer-friendly while protecting you from returns on custom/painted products.

Here’s a polished version you can use on your website:

Returns & Exchanges

At The New Heirloom, we want you to love every piece you purchase from us. Because many of our products are small-batch, hand-painted, and carefully sourced from independent artists, we have a few guidelines for returns and exchanges.

Returns

We accept returns on eligible items within 14 days of delivery.

To be eligible for a return, items must:

• Be unused and in their original condition

• Be free from stitching, cutting, marking, or other alterations

• Include all original packaging and tags, when applicable

• Be returned within 14 days of delivery

Customers are responsible for return shipping costs unless the item was received damaged, defective, or incorrectly fulfilled.

Once your return is received and inspected, we will issue a refund to the original payment method. Original shipping charges are non-refundable.

Exchanges

We are happy to offer exchanges on eligible items within 14 days of delivery, subject to availability.

If you would like to exchange an item for a different design, size, or product, please contact us before sending your item back. Customers are responsible for return shipping and any difference in product price.

Final Sale & Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

• Custom or specially ordered canvases

• Cut-to-order canvas or canvas sold by the yard

• Personalized products

• Items that have been stitched, cut, painted, altered, or otherwise used

• Sale or clearance items marked as final sale

• Wholesale orders, unless otherwise agreed upon in writing

Because our canvases are hand-painted and produced in limited quantities, we cannot accept returns on custom or specially commissioned pieces.

Damaged or Incorrect Orders

We carefully inspect our products before they leave The New Heirloom. If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at thenewheirloomndlpt@gmail.com.

Please include your order number and clear photos of the item and packaging. We will work with you to arrange a replacement or appropriate resolution at no additional cost to you.

How to Start a Return or Exchange

Please email thenewheirloomndlpt@gmail.com with:

• Your order number

• The item(s) you would like to return or exchange

• The reason for the return or exchange

Please do not send items back without first contacting us and receiving return instructions.

We reserve the right to decline returns that do not meet the requirements outlined above.

Thank you for supporting The New Heirloom and the independent artists, painters, and makers behind every piece we carry.