Refund policy

We want you to love your HeartFold piece.

Because jewelry is a personal-wear item, we maintain specific hygiene and return guidelines.

Please read the following policy carefully before placing your order.

Returns

We accept returns for unused and unworn jewelry within [7] days of delivery, subject to the conditions below.

To be eligible for a return:

  • The jewelry must be unused and unworn.
  • The original packaging must be intact.
  • The product must be in its original condition.
  • Any tags, cards, pouches or accessories included with the order must be returned.
  • The item must not show signs of damage, wear, scratches, perfume, makeup or other use.

Please contact us before sending anything back.

Unauthorized returns may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, certain products may not be eligible for return once opened or worn.

This may include:

  • Earrings
  • Personalized/customized products, if ever offered
  • Items marked as final sale
  • Products showing signs of wear or damage

The specific product page may contain additional return information where applicable.

Damaged or Incorrect Items

Something isn't right? We'll help.

If you receive:

  • A damaged product
  • The wrong product
  • A missing item
  • A product with a manufacturing defect

please contact us within 48 hours of delivery.

Send us:

Order number + clear photographs/videos of the product + photographs of the packaging

Our team will review the issue and, where the claim is approved, arrange an appropriate replacement, exchange or refund.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be processed through the applicable payment method.

Please note:

Original shipping charges may be non-refundable unless the return is due to an error or issue attributable to HeartFold Diaries.

For COD orders, refund arrangements may require additional information from the customer.

Refund processing times may vary depending on the payment method and financial institution.

Exchanges

If you would like to exchange an eligible item, please get in touch with us on WhatsApp:

+92 313 4606484

within the applicable return period.

Exchanges are subject to product availability.

Important Note About Jewelry Care

Normal wear and tear, scratches, discoloration caused by chemicals, improper storage, exposure to moisture, perfume, skincare products or accidental damage are generally not considered manufacturing defects.

We strongly recommend following our Jewelry Care Guide to keep your pieces looking beautiful.