Refund policy
REFUND & ORDER POLICY — HEVIS JEWELLS
Last updated: July 2026
IMPORTANT: PLEASE READ BEFORE PURCHASING
Every Hevis Jewells piece is made to order — crafted specifically when your order is placed. By completing a purchase on hevis.store, you confirm that you have read and agreed to this policy. ---
NO RETURNS OR EXCHANGES: Because all of our jewellery is made to order, we are unable to accept returns or exchanges under any circumstances. This is standard practice for made-to-order jewellery.
We do not accept returns for:
• Change of mind or buyer's remorse
• Incorrect size or style ordered by the customer
• Damage caused by wear, mishandling or improper care after delivery
• Claims made more than 30 days after the delivery date
• Items purchased during a sale or promotional period (unless damaged or defective)
--- OUR QUALITY GUARANTEE — FREE REPLACEMENT
While we cannot accept returns, we take full responsibility for any fault on our end. We will arrange a FREE replacement in the following situations:
✓ Your item arrives visibly damaged (broken clasp, cracked pendant, bent chain)
✓ Your item arrives defective (poor finish, missing crystal, manufacturing fault) ✓ You received the wrong item — not what you ordered
✓ Your order is confirmed lost in transit
To qualify, you must contact us within 30 days of your delivery date with:
- Your order number
- A clear photo showing the issue
Once reviewed, we will arrange your free replacement promptly. We do not offer cash refunds — replacements only, unless the item has been discontinued.
ORDER CANCELLATIONS
Because production begins immediately after your order is placed, we can only accept cancellation requests within 6 hours of ordering.
✓ Within 6 hours of ordering — cancellation accepted, full refund issued
✗ After 6 hours — your order is in production and cannot be cancelled or modified. Please double-check your order details carefully before confirming your purchase.
DELIVERY DELAYS
Standard delivery: 7–12 business days depending on destination. We are not responsible for delays caused by the courier or customs. However, if your order has not arrived within 20 business days of dispatch, please contact us and we will investigate and arrange a resolution.
DISPUTES & CHARGEBACKS
If you experience any issue with your order, please contact us directly before raising a dispute with your bank or payment provider. We resolve almost all issues faster when contacted directly.
Contact us: support@hevis.store
Support hours: Monday–Friday, 9am–6pm GMT
This policy may be updated from time to time. We recommend checking this page periodically.
© 2026 Hevis Jewells — www.hevis.store