Refund policy
Last updated: September 28, 2026
30-day returns and exchanges
You have 30 days from delivery to return or exchange your piece, for any reason. Return shipping is free, even if you've simply changed your mind.
How to start a return or exchange
Email support@heonjewelry.com with your name, your order number and the reason for the return. We reply within 1–2 business days and email you a prepaid return label. Please don't send anything back before we've confirmed your return by email.
Pieces must be unworn and free of damage, in their original packaging (box, pouch and card).
Return address: Heon Jewelry Returns, 11417 Irving Park Rd, Suite B-13-16, Franklin Park, IL 60131, United States.
Exchanges
Want a different size, length or color? Tell us which piece you'd like instead. We arrange the exchange when your return reaches us, and any price difference is charged or refunded.
Refunds
Once your piece reaches us, we inspect it and refund your original payment method within 5 business days. Your bank may take a few more days to show it.
A paid shipping upgrade (Express+) is not refunded, unless the return is due to our error.
Pieces we can't take back
Custom-engraved and personalized pieces, made for you with a name, date or message, are final sale, unless they arrive faulty or incorrect. They are the only pieces we can't take back.
Pieces that come with an engraved design as standard are not personalized: you can return or exchange them within 30 days, like any other piece.
Damaged, faulty or wrong item
Please check your order when it arrives and write to support@heonjewelry.com straight away if anything is wrong. We'll make it right at no cost to you.
For customers in the EU / EEA and UK
If your order ships to the European Union, the European Economic Area or the United Kingdom, the law gives you the rights below, on top of our 30-day returns. Nothing in this policy limits them.
14 days to cancel, no reason needed. You can cancel your order within 14 days of the day you, or someone you name, receive it. Just tell us before the 14 days are up, for example by email to support@heonjewelry.com. You can use the model form below, but you don't have to. Then send the piece back within 14 days of telling us. Return shipping is free: we email you a prepaid return label.
Within these 14 days, the conditions above (unworn, original packaging, our confirmation first) don't limit your right to cancel. You're only responsible for any loss in value caused by handling the piece more than needed to check it, as you could in a shop.
Your refund. We refund everything you paid, including standard delivery, within 14 days of hearing from you, to your original payment method. We may wait until the piece is back with us, or until you show us you've sent it, whichever comes first. Standard delivery is free; the extra paid for Express+ is not refunded.
Exception. The right to cancel doesn't cover pieces personalized for you, such as a necklace engraved with your name, date or message. Pieces with a standard engraved design can be cancelled like any other.
2-year legal guarantee. Every piece is covered by the legal guarantee of conformity for at least 2 years from delivery. If a piece is faulty or not as described, you're entitled to a free repair or replacement, or else a price reduction or refund. In the UK, faulty pieces are covered by your rights under the Consumer Rights Act 2015. This guarantee applies in addition to our 30-day returns and anything else we offer.
Model withdrawal form (only fill it in and send it if you want to cancel):
To HEON JEWELRY LLC, 971 US Highway 202N, Ste 4482, Branchburg, NJ 08876, United States, support@heonjewelry.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
(*) Delete as appropriate.
Questions
Write to support@heonjewelry.com. HEON JEWELRY LLC, 971 US Highway 202N, Ste 4482, Branchburg, NJ 08876, United States.