WARRANTY & EXCHANGES
RETURN & EXCHANGE POLICY:
REGULAR PRICED AND SALE MERCHANDISE
Customers are eligible to return items for refund, exchange or store credit up to 14 days after delivery. Returns will not be accepted if requested over 14 days passed the delivery date noted on the order tracking. We currently do not offer exchanges through our online portal. However for exchange requests please email support@jewel-hearts.com directly with your order number for specific instructions There are no extensions on refunds and no exceptions will be made.
RETURN AND EXCHANGE DETAILS
Please allow up to 14 business days from the time you mail the return for our team to receive it and process the request. Refunds, exchanges or store credit for returns will be provided once the item has been received and inspected by our team. For customers requesting store credit for returns, it will be issued via email. Failure to provide the item back in its original Jewel Hearts branded packaging will result in a repackaging fee of €6. For all accessory returns, items must be unscratched, uncuffed, and otherwise undamaged. For all clothing returns and exchanges, items must be unwashed, unworn and the original tags still attached. Jewel Hearts is not accountable for items that are lost or damaged in the mail. Any return shipping fees are the responsibility of the customer. Upgraded shipping on orders is non-refundable.
To begin a return for refund, go to our contact page and send us a message with your order number, postal code and request.
Eligible refunds will be processed back to the original payment method within 3-7 business days of the product being inspected and approved at our warehouse. In the event the payment method and/or card used to place the order is no longer active or available, we will provide a credit code for the value paid. We are not able to provide refunds to any other account, other than the original one used to place the order.
Exchanges and warranty replacements will be issued using standard shipping services. Options for paid upgraded express return service, will not be eligible on requests using our online portal.
JEWELRY WARRANTY:
LIFETIME WARRANTY
We stand behind the quality of our jewelry with a Limited Lifetime Warranty — our guarantee that upon receiving the product, every jewelry item is free of material and manufacturing defects. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Jewel Hearts retailer and subject to applicable laws. However, the warranty will immediately become void if the product is purchased from an unauthorized retailer. To inquire if your jewelry is covered under this warranty, contact support@jewel-hearts.com with your name, address, order number and a detailed description of the issue at hand.
Finally, write “Jewelry Warranty Claim” in the subject of the email. Warranty claims must be accompanied by an acceptable proof of purchase from an authorized Jewel Hearts retailer. Note that you will be expected to pay 50% of the original cost of the item for repairs and/or replacements in the following cases, even during the warranty term: failure or damage caused by improper use or carelessness (knocks, dents, crushing, etc.), failure or damage caused by unjustifiable repair or modification, aesthetic changes that occur from normal wear and tear, aging (minor scratches, etc.) and alteration of the color such as subtle color changes to the plating, etc. and failure or damage caused by fire or water, or a natural disaster such as an earthquake. In the event your item required for warranty has been discontinued or sold out, a credit code will be offered for the value paid on original purchase, to be used towards a new replacement purchase of another item and subject to approval. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent. Any modifications or tries to repair the jewelry will void the warranty – please modify at your own risk.
This warranty page specifies that you may receive a free replacement in accordance with the terms set forth herein and within the specified term, and shall not restrict any lawful right of the Customer pursuant to local law. Except as expressly stated in this section, Jewel Hearts products are otherwise subject to the same general warranty terms and conditions as other Jewel Hearts products.
