Refund policy
Effective Date: June 2026
At Heavena Gem, we are committed to providing high-quality jewelry and an exceptional shopping experience. If you are not completely satisfied with your purchase, we're here to help.
Return Eligibility
We accept returns within 7 days of the delivery date.
To qualify for a return:
- The item must be unused, unworn, and in its original condition.
- The item must be returned with its original packaging.
- Proof of purchase or order confirmation is required.
Items Not Eligible for Return or Refund
For hygiene, safety, and quality assurance reasons, we do not accept returns or provide refunds for:
- Gift cards
- Final sale or clearance items
- Change of mind after purchase
- Incorrect size selection made by the customer
- Personal preferences, including changes in style, color, or design preference after delivery
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- Clear photos of the item
- Photos of the packaging
- Continuous unboxing, unedited video
Once reviewed, we will offer an appropriate solution, which may include a replacement, exchange, or refund where applicable.
Refund Process
After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method. Depending on your financial institution, refunds may take 5–10 business days to appear in your account.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- A damaged item
- A defective product
- An incorrect item sent by Heavena Gem
Need Assistance?
If you have any questions regarding returns or refunds, please contact us through our Contact Us page. We're always happy to assist you.
Thank you for choosing Heavena Gem.