Return & Refund Policy

Return & Refund Policy

At Haequeen, every piece is chosen with care, and we want you to love what arrives at your door. If something isn’t right, we’re here to make it right. Please read below to understand how returns, exchanges, and refunds work.

1. Return & Exchange Window

You can request a return or exchange within 7 days of receiving your order. Requests made after this period can’t be accepted, so please check your jewellery as soon as it arrives.

2. When You Can Return or Exchange

We happily accept returns and exchanges if:

  • Your item arrived damaged, broken, or defective.
  • You received the wrong design, colour, or size.
  • Your item looks noticeably different from what was shown on our website.
  • A stone, clasp, or finish has come loose or faulty within the return window under normal wear.

3. Condition of Returned Items

To qualify, your jewellery must be:

  • Unworn and unused, with no marks, scratches, or perfume/makeup residue.
  • In its original packaging, including the jewellery box, pouch, and any tags.
  • Free from alterations, resizing, or unauthorized repairs.
  • Accompanied by your order number or proof of purchase.

Tip: Please try pieces on gently and over a soft surface, as delicate jewellery can be damaged by rough handling.

4. What We Can’t Accept

For hygiene and quality reasons, the following items are non-returnable:

  • Earrings, unless they arrived damaged or defective.
  • Items that have been worn, damaged by the customer, resized, or altered.
  • Custom, personalised, or made-to-order pieces (unless faulty).
  • Sale or clearance items, unless faulty.
  • Items returned without original packaging.
  • Minor natural variations in colour, stone shade, or handcrafted finish, as these are part of what makes each piece unique.

5. Caring for Your Jewellery

Normal wear over time, such as gradual fading or tarnish caused by perfume, sweat, water, or chemicals, is not considered a defect. To help your pieces stay beautiful, keep them dry, store them in their pouch, and put them on last when getting ready.

6. How to Start a Return or Exchange

  1. Contact us within 7 days of delivery via email or WhatsApp.
  2. Share your order number and clear photos or a short video showing the issue.
  3. Wait for approval. Our team will review your request and reply within 1–2 working days.
  4. Send your parcel securely packed once approved. (Please don’t ship anything back before we confirm).

Note: If the return is due to our error (damaged, defective, or wrong item), we will cover the return shipping. For other approved returns, shipping charges are the customer’s responsibility.

7. Exchanges

Would you prefer a different design or size? We’re happy to exchange items, subject to availability.

  • If the new piece costs more, you can pay the difference.
  • If it costs less, we’ll issue the balance as store credit.

8. Refunds

Once your return arrives and passes inspection, we’ll notify you of the outcome:

  • Approved refunds are processed within 5–7 working days.
  • Refunds are made to your original payment method (bank transfer, card, or wallet). For Cash on Delivery orders, we’ll refund via bank transfer or mobile wallet.
  • Original delivery charges are non-refundable, unless the error was ours.
  • Please note: Your bank may take a few extra days to reflect the amount in your account.

If your return is declined, we’ll let you know why and send the item back to you where applicable.

9. Damaged on Delivery?

Please record a short unboxing video when you open your parcel. It helps us resolve any damage or missing-item claims much faster and more fairly.

10. Need Help?

We love hearing from our customers, and we’re always happy to help with anything you need!

Thank you for choosing Haequeen. We’re honoured to be part of your story. ✨

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