All Hera engagement rings are made to order, so we cannot offer refunds on any of our products. But we know ordering a ring online can be tricky, and sometimes your preferences change through the process. In the event that you decide you'd like a different design, we offer a one-time exchange of your ring for another of equal or lesser value. You may also pay the difference to exchange your ring for another of higher value. Lab diamonds are not eligible for exchange, but you can exchange the setting.
In order to qualify for an exchange, your original ring must first be sent back to us unworn, in its original condition. Exchanges are subject to a restocking fee of 20% of the cost of your original ring. Contact us within 30 days of receiving your ring to begin the exchange process.
CUSTOM AND BESPOKE ORDERS
We cannot accept custom or bespoke rings for exchange, and customers cannot exchange their ring for credit toward a custom ring.
All final payments, for custom orders and payment plans, must be made within 6 weeks of receiving the final invoice. If an invoice is unpaid after six weeks, we retain the right to recycle the materials and retain the initial payment.
Hera moissanite comes with a limited lifetime warranty that guarantees the optical properties of your stone will not change over time. Optical properties include color, clarity, and clouding. This lifetime warranty covers our moissanite stones only and applies to the original purchaser. We provide an additional one-year warranty on all Hera fine jewelry and rings in case of a manufacturer's defect.
If you believe your ring has a defect, or the optical properties of your moissanite have changed, please contact us immediately.
We take great pride in our craftsmanship, but all fine jewelry must be treated with care. We recommend that you remove your ring when showering, sleeping, or engaging in physical activity like exercising, swimming, or hiking. Take care to keep your ring away from harsh chemicals or anything else that may harm it. We cannot warranty rings against damage.
We strongly recommend that you purchase jewelry insurance to protect your rings in situations not covered by this warranty. Your jewelry can also sometimes be insured as part of your homeowner's or renter's insurance.
While we do accept international orders, please understand that our ability to provide repair and maintenance services is limited when clients are outside the country. Due to high international shipping costs and difficulty of logistics, we are unable to provide a warranty against manufacturer's defect on international orders.