Returns and Refunds Policy
Last updated: April 30, 2026
Jewelry is personal. Sometimes a ring lands and it is not what you imagined when you saw the photograph, or the size is half a finger off, or the stone reads cooler in person than it did on screen. We have a return policy that respects that, written in plain language.
The 30-day window
You have 30 days from the day your piece is delivered to start a return. The 30 days runs from the courier's recorded delivery date, not from the order date.
What we accept back
Pieces have to come back in the same condition they left the finishing room. Unworn, no signs of wear on the band or the stone, original jewelry box, and any tissue or pouch that came with it. We inspect each return when it arrives. If a piece comes back showing wear, scratches, or alteration, we cannot refund it and we will write to you with photographs to talk through the next step.
What is not returnable
Three categories sit outside the standard return window:
- Engraved or personalized pieces. Once a name, date, or initial has been engraved into a band, the piece is yours. We cannot resell it and so we cannot accept it back.
- Pieces showing wear. Any signs that the piece has been worn outside the box (scratches on the band, dust in the prongs, scent on the metal) put it outside the return condition.
- Final-sale clearance items. Pieces marked "final sale" at the moment of purchase, typically end-of-drop remainders, are not eligible for return.
How to start a return
Write to support@heartandhazel.com with your order number and a sentence about why the piece is coming back. We send a return authorization (RMA) and the address to ship to. Returns received without an RMA cannot be processed.
Who pays for return shipping
Return shipping is the customer's responsibility unless the piece arrived defective or was sent in error from our side. In those cases, we cover the return shipping in full and we ask that you send us photographs first so the issue can be documented for the courier claim. We recommend any return be sent with tracking; we cannot refund a piece that does not arrive.
Refund timing and method
Once the return arrives at our fulfillment partner and passes inspection, the refund is issued in 5 to 10 business days. Refunds go to the original payment method. After the refund is issued, your bank typically takes another 2 to 5 business days to land it back on your statement, depending on the card.
Damaged or defective on arrival
If a piece arrives damaged, write to us within 14 days of delivery with photographs of the piece and the packaging. We send a prepaid return label, recall the piece for inspection, and either replace it from the next available drop or refund the order in full. You do not pay for return shipping in this case.
Ring resizing exchange
For rings only, we offer a one-time size exchange within the 30-day window. Write to support@heartandhazel.com with your order number and the new size. We send a return label, the original ring goes back, and the new size ships from the next available drop. The customer covers original return shipping; we cover the outbound shipping of the resized piece. Some pieces (highly stone-set bands, signet engravings) cannot be resized; we tell you before processing if that is the case.
Returns outside the 30-day window
If you are past the 30 days, write to us anyway. Some cases work case by case (a delayed gift, a misdelivered package, a workshop defect that surfaced late). We make no promises but we do read every email.
Your statutory rights
This policy adds to, and does not replace, your statutory rights as a US consumer. If your home state offers protections beyond what is set out here, those protections still apply.
Contact
support@heartandhazel.com, Monday to Friday, 9 AM to 6 PM ET. Include the order number and a description of the issue. A real person will write back, usually within one business day.