At Pure Hearts Jewelry, we want you to have a delightful shopping experience. If, for any reason, you are not satisfied with your purchase, we offer a Refunds and Exchanges Policy to address different situations. Please read this policy carefully before making a purchase.
Eligibility for Refunds and Exchanges
Defective Products and Wrong Orders: If you receive a defective product or an incorrect order, we will gladly offer you a refund or exchange. To be eligible, you must provide video proof of the unboxing process, showing the defect or incorrect item, to present to the courier. The product must be in its original packaging and unused.
Non-Eligibility: We do not offer refunds or exchanges for the following cases:
- Change of Mind
- Damaged products due to improper care.
- Personalized, customized, or made-to-order jewelry items.
- Courier Delays
Refund and Exchange Process
Refunds: Depending on the case, we will provide a full refund for eligible items. Refunds will be issued to the original payment method.
Exchanges: If you are eligible for an exchange, you may request an item of the same value or lower. If the new item is of lower value, the price difference will not be refunded.
Return Shipping: Customers are responsible for the cost of return shipping, except in cases of defective products or wrong orders.
Timeframe
Refund or Exchange Request: You must initiate a refund or exchange request within 7 days from the date of delivery. Requests made after this period will not be accepted.
Processing Time: The timeline for processing refund or exchange requests will be handled on a case-by-case basis. We will endeavor to process your request as swiftly as possible.
Contact Us
For all refund and exchange requests or any related concerns, please visit our contact page and provide the necessary information. Our customer support team will assist you with the process.