Refund policy

Last updated: August 26, 2026

14-Day Return & Exchange Policy

At HEWREN, we want you to love every piece. If for any reason you're not satisfied with your purchase, you may return or exchange the item within 14 days from the delivery date, subject to the conditions below.

Return & Exchange Conditions

  1. Authorization required. Items returned without prior authorization will not be accepted. Please contact us at service@hewren.com to initiate a return before sending anything back.
  2. 14-day window. You must contact us within 14 days of receiving your order. Returns requested after this period will not be processed.
  3. Original condition. All items must be returned in their original condition — unworn, unscratched, unaltered, and in the original packaging. Items showing signs of wear, damage, or modification will not be eligible for refund and may be returned to you at your expense.
  4. Trackable shipping required. When returning an item, you must use a shipping method with tracking. Returns sent without a tracking number will not be processed, and no refund will be issued. This is to ensure your package can be located and verified.
  5. Promotional gifts. Any promotional gifts received with the order must be included with the return. Otherwise, the retail value of the gift will be deducted from your refund.
  6. Return address. Do not send returns to the address on your shipping package. We will provide you with a return warehouse address in your destination country (e.g., United States, Europe) once your return is authorized. Returns sent to any other address will not be accepted.

Non-Returnable Items

The following items are final sale and cannot be returned, exchanged, or refunded:
  • Custom and personalized pieces — including made-to-order items, custom stone selections, custom sizes, and any piece modified to your specifications.
  • Sale and clearance items.
  • Gift cards.
Note: Due to the handmade and one-of-a-kind nature of our jewelry, natural variations in stone color, shape, and texture are inherent characteristics and are not considered defects. Please refer to our Terms of Service for details.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or if you received the wrong item, contact us immediately at service@hewren.com within 7 days of delivery with photos of the item and packaging. We will resolve the issue by sending a replacement, issuing a full refund, or arranging a return at our expense.
For defective or incorrect items, we will cover the return shipping cost or provide a prepaid return label.

How to Return

Step 1: Request a return

Email us at service@hewren.com with your order number and reason for return. We will respond within 2 business days.
Step 2: Receive return authorization

Once your return is approved, we will send you a return warehouse address in your country and a return authorization number (RA#).
Step 3: Pack and ship
  • Include a copy of your order confirmation or write your order number and RA# inside the package.
  • Ship via a trackable shipping method (USPS, UPS, DHL, FedEx, etc.).
  • Keep your tracking number.
Step 4: Refund processing

Once we receive and inspect your return, we will process your refund within 5 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or credit card company to post the refund.

Return Shipping Costs

  • Change of mind / size issue: Return shipping costs are the responsibility of the customer.
  • Defective, damaged, or incorrect item: We cover the return shipping cost.
  • Original shipping fees are non-refundable. Even if you received free shipping, the original shipping cost we incurred is not refundable.

Exchanges

The fastest way to exchange an item is to return the original item for a refund, then place a new order for the item you want. This avoids delays and ensures availability. If you prefer a direct exchange, contact us at service@hewren.com and we will arrange it on a case-by-case basis.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your order is shipped to the European Union, you have the statutory right to cancel or return your order within 14 days of delivery, for any reason and without justification. The item must be in original condition as described above.

Order Cancellation

Since our pieces are handmade to order, please review your order carefully before purchasing. If you need to cancel, contact us as soon as possible at service@hewren.com. Cancellations made before production begins will receive a full refund. Cancellations after production has begun may be subject to a material and processing fee of up to 30%.

Contact

For any return or exchange questions, please reach out to us at:
  • Email: service@hewren.com
  • We typically respond within 2 business days.