Refund policy
Returns & Refund Policy
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At Heyv Fine Jewelry, each piece is handcrafted to order specifically for you. Please read this policy carefully before purchasing.
1. Your right of withdrawal (EU consumers)
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, in accordance with EU consumer protection law.
Important exception for custom-made goods: Under Article 16(c) of the EU Consumer Rights Directive, the right of withdrawal does not apply to goods made to your specifications or clearly personalised — including bespoke jewellery, custom ring sizes, engravings, and made-to-order pieces. By placing a custom or made-to-order order, you acknowledge that the withdrawal right may not apply once production has begun.
2. Standard collection items
For non-customised items from our ready designs (if applicable), you may return unworn items within 30 days of delivery, provided that:
- The item is in its original, unworn condition
- All original packaging, certificates, and tags are included
- The item shows no signs of wear, alteration, or damage
3. How to request a return
Contact us at [your-email@example.com] with your order number and reason for return. We will provide return instructions and the return address.
Do not send items back without prior approval. Unauthorised returns may not be accepted.
4. Return shipping
Unless the return is due to our error (wrong item, manufacturing defect), return shipping costs are the customer's responsibility. We recommend using insured, trackable shipping for valuable jewellery.
5. Refunds
Once we receive and inspect your returned item, we will notify you of approval or rejection within 5 business days.
Approved refunds will be processed to your original payment method within 14 days. Shipping costs on the original order are non-refundable unless the return is due to our error.
6. Exchanges & resizing
We offer one complimentary resize on eligible ring styles within 60 days of delivery, subject to metal and design constraints. Eternity bands, engraved rings, and certain bespoke designs cannot be resized.
Contact us to arrange a resize or exchange before returning an item.
7. Defective or damaged items
If your item arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery with photos. We will repair, replace, or refund at no additional cost.
8. Non-returnable items
- Bespoke and custom-made jewellery once production has started
- Engraved or personalised pieces
- Earrings (for hygiene reasons) unless defective
- Items showing wear, damage, or alteration after delivery
- Sale items marked as final sale
9. Contact
Questions about returns: [your-email@example.com]