Cancellation and Refund
Thank you for choosing Herculey for your silver jewellery needs. We strive to provide you with the best shopping experience possible. In the event that you need to cancel an order or request a refund, we have outlined our cancellation and refund policy below:
- Cancellation Policy: 1.1. Order Cancellation before Shipping: If you wish to cancel your order before it has been shipped, please contact our customer support team as soon as possible. We will make every effort to accommodate your request. If the cancellation is successful, you will receive a full refund of the amount paid. 1.2. Order Cancellation after Shipping: Once the order has been shipped, cancellation requests cannot be accepted. However, you can choose to return the product under our Return Policy (see below).
- Return Policy: 2.1. Return Eligibility: We accept returns within 7 days from the date of delivery only if the item is received damaged. To be eligible for a return, you need to record the unboxing video and the item must be unused, in its original packaging, and in the same condition as when it was received. Any product that shows signs of wear, damage, or alteration will not be eligible for return. 2.2. Return Process: To initiate a return, please contact our customer support team. They will guide you through the return process and provide you with the necessary instructions and shipping details. You will be responsible for the return shipping costs, unless the return is due to a defective or incorrect product. 2.3. Refund Process: Once we receive the returned item and verify its eligibility, we will initiate the refund process. The refund will be issued to the original payment method used during the purchase. Please note that it may take 7-10 business days for the refund to reflect in your account.
- Exchange Policy: 3.1. Exchange Eligibility: If you wish to exchange an item for a different size, design, or any other reason, please contact our customer support team. The item must be unused, in its original packaging, and meet the eligibility criteria mentioned in our Return Policy. 3.2. Exchange Process: Our customer support team will guide you through the exchange process and provide you with the necessary instructions and shipping details. You will be responsible for the return shipping costs, unless the exchange is due to a defective or incorrect product. Once we receive the returned item and verify its eligibility, we will ship the exchanged item to you.
- Refund Exceptions: 4.1. Customized or Personalized Items: Unfortunately, we cannot accept returns or offer refunds on customized or personalized jewellery, as these items are specially made to order. 4.2. Sale or Promotional Items: Sale or promotional items may have different refund policies. Any exceptions will be clearly mentioned on the product page or during the checkout process.
Please note that our cancellation and refund policy may be subject to change without prior notice. It is your responsibility to review the policy periodically.
If you have any questions or need further assistance regarding our cancellation and refund policy, please contact our customer support team. We will be happy to assist you.
Thank you for your understanding and cooperation.
Sincerely,
Herculey