Returns

We'd like you to be entirely satisfied with what you bought. If you aren't fully happy, you can ask to return it within 30 days after your order arrives. To qualify, the item has to be unused, in the condition you received it, and in its original packaging with all tags still attached. You'll need to show proof of purchase, for example your order number or confirmation email.

 

Return Eligibility

Returned items must be in their original, unused and resalable state. Items that show signs of wear, use, washing or damage occurring after delivery can't be accepted for return. We reserve the right to refuse a refund when a returned item doesn't meet these requirements.

 

Starting a Return

To start a return, get in touch with our support team at contact@hemiosjewelry.com and include your order number and your reason for returning. After your request is approved, we'll send you clear instructions along with the return address. Please don't ship anything back until we've confirmed it — returns sent without our prior approval might not be processed.

 

Non-Returnable Items

Some items are not eligible for return, such as gift cards, items labelled final sale or clearance, personalised or custom-made products, and items sealed for hygiene or health reasons after they've been opened. If you're not sure your item can be returned, please reach out to us at contact@hemiosjewelry.com before you submit your request.

 

Items That Are Damaged, Faulty or Wrong

Please check your order as soon as it is delivered. If your item is faulty, arrived damaged in transit, or is not the product you ordered, email us at contact@hemiosjewelry.com within 14 days of delivery, quoting your order number and attaching clear photographs of the problem. In such cases we'll pay for return shipping and offer a full refund or a replacement, in line with your statutory rights.

 

Exchanges

The quickest way to receive the item you'd like is to send back the original one and, as soon as the return is accepted, place a fresh order for the replacement. If you'd like help with an exchange, write to us at contact@hemiosjewelry.com and our team will be happy to assist.

 

Order Cancellations

To cancel your order, please contact us at contact@hemiosjewelry.com within 24 hours after you place it. Orders are processed quickly, so once an order has been dispatched it can't be cancelled — the standard return process outlined above will then apply.

 

Return Shipping Costs

When you return an item because you've changed your mind, you pay the return shipping costs. When the return is because the item is faulty, damaged or incorrect, we'll cover the cost of return shipping. We suggest using a tracked shipping service, since we can't be held liable for returned items that go missing in transit.

 

Refunds

After we've received and checked your returned item, we'll let you know the result of your refund request. If it's approved, the refund will go to your original payment method within 5–10 business days. Please be aware that once we've processed the refund, your bank or payment provider may need extra time to credit the funds to your account.

 

Your Statutory Rights

Nothing in this policy alters or restricts the statutory consumer rights you hold under the laws of your country. Customers in the European Union may be entitled to cancel an order within 14 days after receiving it, without giving any reason, under the applicable consumer protection law.

 

Contact Us

For any questions about returns or refunds, please reach out to our support team at contact@hemiosjewelry.com. Our goal is to reply within 1 business day.

Hemios · contact@hemiosjewelry.com · hemiosjewelry.com