Refund policy

Consumer satisfaction is our priority. If you are not satisfied with your products, you may return them within 60 business days of shipment for credit. The returned item must be unused, fully functional, undamaged and in its original packaging in resalable condition.

If you need to return your product, please contact the Hermsjewelry Customer Service department via e-mail (service@hermsjewelry.com). We will provide you with the instruction to return your product.

Preconditions for Product Return

We accept within 60 business days of delivery under the authorization of customer service. Please note that to be eligible for a return, items must be in their original purchase condition.

1. Please contact our customer service for your return request.
2. The time frame for return must be within 60 days from delivery
3. Scratches, signs of wear, resized or altered in any way are not accepted
4. You will be responsible for the return shipping cost.
5. Returns or exchanges with no tracking will not be processed

EXCEPTIONS: Note that returns for credit are only available for regular priced items. DISCOUNTED OR SALES ITEMS CANNOT BE REFUNDED OR EXCHANGED. Not all items are eligible for a return. Please contact us if you need confirmation before your order.

AFTER YOUR RETURN ACCEPTED

The returns will be processed within 3-5 working days upon receipt of your package. The funds will be issued to your original payment account, depending on your payment service.

PRECONDITIONS FOR FREE EXCHANGE：

1. We sent the wrong order or products, you received broken items, or the quality of the products is very poor， or your items are damaged in logistics
2. You received the incorrect personalized information items(We will only exchange the item(s) for the same product, or item(s) of equal or lesser value.)

Please note that We will bear all the costs of goods and logistics， just send us an e-mail（service@hermsjewelry.com）with a photo of the items you received from us.

If due to our reasons, the goods received are damaged or not correct, hermsjewelry will bear the shipping fee for this reason.

PRECONDITIONS FOR FULL REFUND：

We only accept a full refund 12 hours after the time you place your order， If you want to cancel your order， you need to E-mail us in 12 hours.

Return Process

step1. Submit a return request at Contact Us to Customer Service within 60 days upon receiving your order. Please include an explanation and photographs stating the reason for your return.

step2. After receiving your email with the exchange/return request, our customer service representatives will send the exchange/return instructions back to you via email. Please follow the instructions to process the exchange/return. 

step3. You will receive the refund within one week or have an exchange order processed after we receive your package. We'll email you once processing your refund or exchange and the refund will be issued to your original payment method. Generally, you will receive a refund within 7 to 14 business days. (If no refund is received within 60 days, please contact us via email)

REFUND TIME

Your Paypal account or credit card you used to purchase your items will be refunded. It may take up to 7 business days to receive your refund from the day your return was confirmed and approved.

Note: All payment will be refunded to its original payment method within 7-14 working days

If your order qualifies for a return, you will get a credit minus any restocking fees, shipping and handling charges that can only be redeemed on our website upon receipt of the return goods:

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

The customer is responsible for all the shipping costs to return the product.
Shipping fees from the initial delivery to the customer will not be refunded. If the product was sent with free shipping, the cost associated with this initial shipping will be charged as well.
Depending on the product, a restocking fee of 15 to 35% will be charged for all returned products.

We are unable to offer refunds if you:
- Entered the incorrect address/insufficient address
- Have a dead package/dead mail because you did not pick up your package from your post office/parcel locker etc.
- Placed the incorrect email address, as we are unable to contact you properly.
- You do not respond to our emails regarding which photos to use for your order.
- Did not receive your kit at the time you have expected it (e.g. for a gift) because we have no control on the shipping times. As custom clearings and delayed logistics play a huge part in overall shipping time and we ship overseas.

After you order, and want to cancel the refund, please contact our customer service within 24 hours to cancel the order, otherwise once the production starts, the refund will be refused.

In the cases listed above, we will be glad to offer you a new kit to an address provided by you. We cannot give you a refund for your order, as we have already incurred costs for your personalized product and shipping.

If the package is returned, we will charge a $15 handling fee for each additional shipment.

Damaged or quality issues

If the product is damaged or has quality issues, we require a proof of the quality issue. This is for quality assurance reasons and so that we can continue to improve our products. If the quality issue is our fault, we will be glad to send you a new kit. If you can provide us photos via email which confirms the evidence of poor performance. If the evidence cannot be seen from the photos, the customer must return the item at his own expense. We will NOT send out a new kit without photo proof, the photo proof is used for documentation and quality management purposes.

If the customer suspects that the colors are wrong, he needs to complete the painting as proof to determine whether there really is a quality defect. Our experience has shown that the colors are correct in most cases.

We are also not liable for damages on kits caused by the delivery services. We will be glad to offer a new kit, should the damaged one be unfit for painting.

Please do not send your purchase back to the manufacturer.

Partial refunds (does not apply to custom jewelry)

There are certain situations where only partial refunds are granted (if applicable):

If the shipping time takes longer than 30 business days after an order was processed and shipped, the customer can have a partial refund in the amount of 30% of his purchase value. Shipping time does not include the processing time.
If the shipping takes longer than 50 business days, the customer can have a refund of 50% of his purchased value. Shipping time does not include the processing time.
If the shipping takes longer than 65 business days, the customer can have a full refund. Shipping time does not include the processing time.

Refunds (if applicable) Once your refund reason is confirmed. then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Please note that refunds can take up to 7-14 business days depending on your bank account.

Lost packages (if applicable) If the tracking number is provided and the package got lost in the post, it's unfortunately not our responsibility and we cannot offer a refund. However, we can offer to reship a new kit if the tracking has not updated in more than 60 business days.

Stolen packages (if applicable) If the tracking number is provided and the package was stolen, it's unfortunately not our responsibility.

We have several warehouses; it may be that the package came overseas.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at service@hermsjewelry.com.

Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@hermsjewelry.com.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping please contact us via email before sending back any parcel, as we need to check if a refund applies before. We will provide you the address for the parcel via email once a refund is possible for your order.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please be diligent in reading our policies as they may change without prior notice.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.