Return & Refund Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as received, unused, unworn, in its original packaging, and accompanied by proof of purchase.

To request a return, please contact us at info@heincise.com. Returns sent without prior authorization will not be accepted.

If your return request is approved, we will provide detailed return instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, please contact us immediately at info@heincise.com so we can resolve the issue promptly.

If the issue is caused by our error, we will cover the reasonable return shipping cost.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Personalized or custom-made products
  • Handmade engraved items made to your specifications
  • Gift cards
  • Final sale / clearance items (if applicable)

Custom or personalized products may only be eligible for return or refund if they arrive damaged, defective, or materially different from the approved customization.

Additionally, due to the natural characteristics of stone materials and the handmade nature of our products, variations in color, texture, grain, inclusions, or carving details are normal and not considered defects.

Exchanges

If you would like a different item, the fastest option is to request an approved return (if eligible) and place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is delivered within the European Union, you may have the right to cancel or return your order within 14 days without providing a reason.

To qualify, the item must be unused, in original condition, in original packaging, and accompanied by proof of purchase.

However, this right does not apply to personalized or custom-made products.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within 7–10 business days.

Please note that your bank or payment provider may require additional processing time.

If more than 15 business days have passed since approval, please contact us at info@heincise.com.