1. General Policy

At Heem Jewels, we take great pride in the quality and craftsmanship of our products. All sales are considered final. We do not accept returns or offer refunds for any reason, including change of mind, incorrect size selection, or variations in natural gemstone appearance.

2. Exceptions: Damaged or Incorrect Products

We only accept returns for items that are delivered in a damaged condition or if you have received an incorrect product. To be eligible for a return under these circumstances, you must comply with the following conditions:

• Mandatory Unboxing Video: You must provide a clear, unedited unboxing video as proof of the damage or incorrect item. The video must clearly show the unopened package from all sides, the shipping label, the process of opening the package, and the item in question. Claims without a valid unboxing video will not be accepted.

• Notification Window: You must contact us at support@heemonline.com within 48 hours of receiving your order. Any claims made after this period will not be entertained.

3. How to Initiate a Return (for eligible items)

1. Email our customer support team at support@heemonline.com within 48 hours of delivery.

2. In the subject line, please write “Return Request – Order #[Your Order Number]”.

3. In the body of the email, explain the issue (damaged or incorrect item) and attach the mandatory unboxing video file or a link to it.

4. Our team will review your claim. If your return is approved, we will provide you with instructions on how to send your item back to us.

4. Refunds (for approved returns)

Once we receive the returned item and inspect it, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. We will not be responsible for any delays in the refund being credited to your account, as this depends on your bank or payment provider.

5. Contact Information

For any questions or concerns regarding returns, please contact us at:

Heem Jewels Customer Support Email: support@heemonline.com