Refund policy

14-Day Right of Return

You may request a return within 14 days of the date you received your order.

The product being returned must be;

  • Unused and undamaged,

  • In its original packaging, complete and in resalable condition,

  • Sent along with the order number or proof of purchase

is required.

To start the return process, you can contact us at hetrajewelry@gmail.com address.

Once your return request is approved, you will be sent a return shipping label and shipping instructions. Products sent without prior approval are not accepted.

For all questions regarding the return process, you can reach us at the same email address.

Damaged or Defective Products

We kindly ask that you inspect the product as soon as you receive your order. In the event of a defective, damaged, or incorrect shipment, contacting us as soon as possible will allow us to carry out the necessary review and resolve the issue as quickly as possible.

Exceptions / Non-Returnable Products

Due to hygiene and health standards, products in the piercing category are not eligible for return or exchange. Products whose packaging has been opened, that have been tried on, or whose hygiene seal has been damaged are under no circumstances eligible for return.

This practice is based on Law No. 6502 on the Protection of Consumers and Article 15(ç) of the related Distance Contracts Regulation. Under this provision:

"The consumer's right of withdrawal cannot be used, once the packaging has been opened, for products whose return is not suitable for health and hygiene reasons."

In addition, returns are not accepted for the following product groups:

  • Custom-made or specially ordered products

  • Personal-use products classified under hygiene

  • Discounted and promotional products

  • Gift cards

If you have any hesitation about a product before ordering, we recommend contacting us.

Exchange

To reach the product you requested as quickly as possible, we recommend returning the current product and, once the return is approved, placing a separate order for the new product.

🇪🇺 14-Day Right of Withdrawal in the European Union

For orders shipped to European Union countries, under EU Consumer Rights Directive 2011/83/EU, consumers have the right to withdraw from the contract within 14 days of receiving the product, without giving any reason and without incurring any penalty.

The withdrawal period begins on the day following the day the product is delivered to the consumer or to a third party designated by the consumer.

To exercise the right of withdrawal, the product must be;

  • Unused and undamaged,

  • Sent in its original packaging and complete,

  • Returned along with proof of purchase or the order number

is required.

For products whose return is not suitable for hygiene and health reasons, the right of withdrawal cannot be exercised once the packaging has been opened. This exception is set out under Article 16(e) of the Directive.

Refunds

Once the returned product reaches us and the necessary inspection is complete, you will be notified. If your return request is approved, the payment amount will be refunded to the original payment method used for the order within a maximum of 10 business days.

Processing times may vary depending on your bank or credit card provider.

If 15 business days have passed since your return was approved and you still have not received your payment, please contact us at hetrajewelry@gmail.com.