Refund policy

ByHeartJewelry Refund & Return Policy

Each piece is handcrafted to order, with custom engraving, photo printing,
or personalization unique to you. Because of this, we follow a tailored
return policy designed to protect both your purchase and our craftsmanship.

【 ADDRESS CHANGES 】
We can update your delivery address until production begins (usually
within 24 hours of your order). Please verify your address carefully at
checkout, and reply to your order confirmation email immediately if
anything needs fixing. After production starts, we cannot redirect the
shipment — your piece is already being crafted by hand.

【 DAMAGED ON ARRIVAL 】
If your piece arrives damaged, email support@byheartjewelry.com within
14 days of delivery (we appreciate notifications within 48 hours for the
fastest resolution) with:
  • A clear photo of the damage, taken in natural light
  • A photo of the original packaging
  • Your order number

We will arrange a free replacement at no cost to you.

【 PERSONALIZATION ERRORS 】
If we made a mistake on your engraving, photo, or personalization, email
us within 7 days of delivery with:
  • A clear photo of the received piece
  • Your original order details

We will craft and ship a corrected piece, free of charge.

【 OTHER SITUATIONS 】
Because every piece is custom-made and cannot be resold, we cannot
accept returns, exchanges, or refunds for:
  • Change of mind
  • Wrong personalization information provided by the customer
  • Late address changes (after production began)
  • Customs delays, refused shipments, or undeliverable addresses

If your piece develops a manufacturing defect within 2 years of receipt,
your 2-year warranty applies — contact us and we'll repair or replace
free of charge.

【 ORDER CANCELLATION 】
You can cancel your order within 24 hours of placement, before production
begins. After 24 hours, your piece is already being crafted and cancellation
is not possible.

【 YOUR STATUTORY RIGHTS 】
Nothing in this policy limits your statutory consumer rights. The 2-year
legal warranty under EU Directive 2019/771 applies fully to all our
products. Custom-made products are exempt from the 14-day right of
withdrawal under EU Art. 16(c), but remain covered by the 2-year warranty
for manufacturing defects.

【 CONTACT 】
Email: support@byheartjewelry.com — we typically respond within 24 hours.