Refund policy

Returns & Exchanges Policy

At Hems, we want every piece we design to speak to your heart. Your satisfaction is our top priority. If you're not fully happy with your purchase, you may request a return or exchange under the conditions below.

If eligible, we offer a Money-Back Guarantee for your peace of mind.

Return Period

You may request a return or exchange within 14 days of receiving your item.

Return Conditions

To qualify for a return:

  • Items must be unused, in their original packaging, and include all components, such as certificates and any gift items.

  • Items must be returned undamaged and unaltered.

Please note that custom-made and personalized items (including those with names, initials, or special dates) are not eligible for return.

We also do not accept returns on items that show signs of use, have been damaged, or modified after purchase.

How to Request a Return

To initiate a return:

  1. Email us at info@hemsjewellery.com with your order number and reason for return.

  2. Send the item in its original box, along with the invoice, to the address provided.

Once we receive and inspect the returned item, your refund will be processed within 3–5 business days.

Items Not Eligible for Return

  • Custom-made or personalized orders

  • Items with names, initials, or dates

  • Engraved or modified pieces

  • Items purchased during sales or promotions

  • Gift cards

  • Items showing signs of use, damage, or alteration

If your item meets the return conditions, exchanges are also available. Just mention the product you'd like in exchange in your email request.