Refund policy
Returns, Refunds & 30-Day Damage Guarantee
Each Heritage Ring product is custom-made specifically for you.
Because every item is personalized, engraved, or made to order, we do not accept returns, exchanges, or refunds due to change of mind, wrong size selection, incorrect information provided by the customer, or design changes requested after approval.
Once your design has been approved and production has started, your order cannot be cancelled, returned, exchanged, or refunded unless the item arrives damaged, defective, or significantly different from the approved design.
Design Approval
Before engraving begins, we may send a design preview for your confirmation.
By approving the design, you confirm that the surname, initials, coat of arms, layout, and engraving details are correct.
After approval, production begins and changes may no longer be possible. Any mistake approved by the customer, including spelling, initials, surname, layout, or design details, is not considered a defect.
Small differences may occur between the digital preview and the final engraved product, because each item is individually engraved and finished. These small variations are part of the custom-making process and are not considered defects.
30-Day Damage & Defect Guarantee
Your order is covered by our 30-Day Damage & Defect Guarantee.
If your product arrives damaged, defective, or significantly different from the approved design, please contact us within 30 days of delivery.
To request assistance, you must email us at:
Please include:
- Your order number
- Clear photos or videos of the issue
- A short explanation of the problem
Our team will review your case and provide the next steps.
If your claim is approved, we may offer one of the following solutions depending on the case:
- A free replacement
- A correction or remake
- A partial refund
- A full refund when applicable
Please inspect your order as soon as it arrives. Claims submitted after 30 days from delivery may not be accepted.
Gold Plating & Natural Wear
Some Heritage Ring products are finished with gold plating. Gold plating is a surface finish and, like all plated jewelry, it may naturally fade, wear, or change appearance over time.
The speed of wear depends on many factors, including skin type, frequency of use, friction, water, sweat, perfumes, lotions, chemicals, cleaning products, and how the item is cared for.
Gold fading, discoloration, scratches, marks, or plating wear that occurs after the product has been worn or used is considered normal wear and is not covered by our 30-Day Damage & Defect Guarantee.
Our guarantee only covers issues that are present upon delivery, such as the item arriving damaged, defective, or significantly different from the approved design.
To keep your ring in the best condition, we recommend avoiding water, sweat, perfumes, lotions, cleaning products, sleeping, showering, or exercising while wearing the ring.
What Is Not Covered
Our guarantee does not cover:
- Change of mind
- Wrong size ordered by the customer
- Incorrect surname, initials, or details provided by the customer
- Design changes requested after approval
- Mistakes that were approved by the customer before engraving
- Normal wear from use
- Gold plating fading or wearing over time
- Tarnishing, discoloration, or surface changes after use
- Scratches, dents, or marks caused by wearing the item
- Damage caused by water, sweat, perfumes, chemicals, lotions, cleaning products, or improper care
- Damage caused by impact, dropping, bending, or misuse
- Small engraving or finishing variations caused by the custom-making process
- Delays caused by couriers, customs, or incorrect shipping information
Returns
Items must not be sent back without prior approval.
Any item returned without contacting us first and receiving return instructions will not be accepted.
If a return is approved, the item must be returned in the condition requested by our team. Used, damaged, altered, or incomplete items may not be eligible for a refund.
Refunds
If a refund is approved, it will be processed to your original payment method within 10 business days.
Please allow additional time for your bank or credit card provider to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at:
Wrong Size Orders
The customer is responsible for selecting the correct ring size before placing the order.
Because each ring is custom-made, we cannot offer refunds or free replacements for wrong size selection.
If you are unsure about your size, please check our ring size guide before placing your order.
Address Changes
The customer is responsible for providing a complete and correct shipping address at checkout.
If you need to change your address, please contact us as soon as possible. We can only update the address if the order has not yet been processed or shipped.
Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
If an incorrect or incomplete address is provided and the package is lost, returned, or undeliverable, we are not responsible for the failed delivery.
If the package is returned to us and the customer wants it reshipped, a €15 reshipping and handling fee may apply.
Lost, Delayed, or Delivered Packages
Once an order has been shipped, delivery times may vary depending on the courier, destination country, customs, and local delivery services.
If a package is delayed, we will help check the tracking information and assist with the courier investigation when possible.
If a package is marked as delivered by the courier, we are not responsible for theft, loss, or missing packages after delivery. In this case, the customer must contact the courier directly for further investigation.
If the courier confirms that the package was lost before delivery, we will review the case and may offer a replacement or another solution depending on the situation.
Chargebacks & Payment Disputes
If there is any issue with your order, please contact us first at:
We are always happy to review the situation and help find a solution.
If a chargeback or payment dispute is opened before contacting us, we may be unable to process a refund or replacement while the dispute is active. Any open dispute must be resolved through the payment provider before further action can be taken.
Legal Rights
This policy does not limit or replace any mandatory consumer rights that may apply under the laws of your country.
Because our products are custom-made and personalized, returns and cancellations are limited as described above. However, if an item arrives damaged, defective, or significantly different from the approved design, please contact us within 30 days of delivery so we can review and resolve the issu