Refund policy

Returns & Refund Policy

HOARD is committed to creating handcrafted jewellery that is made to last. As each piece is individually handmade using natural materials, please read the following policy carefully before making a purchase.

Handmade Products

Every HOARD piece is individually handcrafted. As a result, slight variations in shape, texture, finish, or other details are a natural part of the making process and should not be considered faults or defects.

These variations are a reflection of the handmade nature of our work and contribute to the uniqueness of each piece.

Natural Stone Variations

Many HOARD pieces feature genuine natural gemstones. As these materials are formed by nature, they vary in colour, pattern, inclusions, transparency, and texture.

To ensure complete transparency, the photographs shown on our website are of the exact piece you will receive. This allows you to view the unique characteristics of each stone before making your purchase.

Returns

If you have changed your mind about your purchase, you may request a return within 14 days of receiving your order in accordance with UK consumer legislation.

Returned items must be:

Unworn and unused.
In their original condition.
Returned in their original packaging where reasonably possible.

Customers are responsible for the cost of return shipping unless the item is faulty, damaged, or supplied in error.

Refunds will be processed once the returned item has been received and inspected.

Faulty or Damaged Items

Every item is carefully inspected before it leaves our workshop and is packaged to help ensure it arrives safely.

If your order arrives damaged or you believe there is a fault with your jewellery, please contact us within 48 hours of delivery. We may ask you to provide photographs of the item and its packaging to help us assess the issue.

Where a manufacturing fault or transit damage is confirmed, HOARD will offer an appropriate remedy, which may include:

Repair of the item.
Replacement of the item, where available.
A full or partial refund where a repair or replacement is not possible or appropriate.

Normal wear and tear, accidental damage, misuse, or damage caused by improper care are not considered manufacturing faults.

Repairs

As part of our commitment to craftsmanship and sustainability, HOARD will offer repairs wherever reasonably possible.

If your item is eligible for repair, we will provide instructions for returning it to us. Where the repair relates to a manufacturing fault, return shipping costs may be covered by HOARD. Repairs required as a result of accidental damage or general wear may incur a repair fee, which will be discussed with you before any work is carried out.

Non-Returnable Items

The following items cannot be returned unless they are faulty:

Custom or personalised pieces.
Earrings, where return is restricted for hygiene reasons unless faulty.
Items that have been damaged through misuse, accidental damage, or normal wear and tear.
Items that have been altered or repaired by anyone other than HOARD.