Return & Refund Policy

A return request must be submitted within 14 days from the date your order was delivered.

To be eligible for a return, your item must be:

• Unworn, unused, and undamaged
• In its original condition
• Returned with all original packaging, pouches, boxes, tags, protective materials, and any hygiene or security seals supplied with the item
• Accompanied by proof of purchase

Items returned without prior authorization may not be accepted.

Non-Returnable Items

The following items are not eligible for return:

• Personalized, engraved, customized, or made-to-order pieces
• Items that have been altered, resized, repaired, or modified after purchase
• Gift cards
• Items specifically marked Final Sale
• Pierced earrings with a removed or broken hygiene seal
• Items showing signs of wear, damage, improper care, or alteration

Promotional or discounted items are not automatically Final Sale unless this is clearly stated on the product page or at checkout.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Earrings

For hygiene reasons, pierced earrings may only be returned if they have not been worn or tried on and any hygiene seal or protective packaging remains intact.

Once a hygiene seal has been removed or broken, pierced earrings are considered final sale and cannot be returned, unless the item is defective, damaged upon arrival, or incorrect.

Natural Gemstones & Pearls

Natural gemstones and pearls may have individual variations in color, tone, pattern, texture, inclusions, and surface characteristics.

These natural characteristics are part of what makes each piece unique and are not considered manufacturing defects.

Sets, Bundles & Gifts With Purchase

Items purchased as a set or bundle must be returned as a complete set to qualify for a full refund.

If your order included a complimentary gift tied to a purchase or promotional threshold, the complimentary item must also be returned unused and in its original condition if the return causes the order to no longer qualify for the promotion.

If the complimentary item is not returned, its stated retail value may be deducted from the refund where permitted by applicable law.

Gift Orders

Eligible items received as gifts may be returned under the same conditions outlined in this policy.

Refunds can only be issued to the original payment method used to place the order.

If you would prefer not to notify the original purchaser, please contact our Customer Care team at support@h-aquarius.com to discuss the available options.

Fair Use of Our Returns Policy

Our Return & Refund Policy is designed to provide customers with flexibility when a purchase is not quite right. We also ask that the policy be used fairly and reasonably.

H&Aquarius may review an account where we identify an unusual or excessive pattern of returns, refused deliveries, unauthorized returns, or other activity that reasonably indicates misuse of our return process.

Examples may include, but are not limited to:

• An unusually high volume or frequency of returns where there is no identified issue with the products
• Repeatedly ordering and returning items in a manner that indicates systematic or excessive use of the return process
• Returning items that show signs of wear, use, alteration, intentional damage, or other conditions inconsistent with our return requirements
• Returning an item that is different from the item originally purchased
• Repeated unauthorized returns or repeated failure to follow the return instructions provided by H&Aquarius
• Repeated refusal of deliveries or avoidable return-to-sender shipments
• Providing false, misleading, or inconsistent information in connection with a return, refund, delivery claim, or other request
• Using multiple accounts or identities in an attempt to circumvent return restrictions or other account limitations

Where we reasonably identify a pattern of excessive or abusive return activity, H&Aquarius reserves the right, where permitted by applicable law, to review, limit, suspend, or close the customer account; decline future orders; and restrict access to discretionary return privileges.

Where appropriate, we may contact the customer before taking such action to clarify the circumstances or discuss the return activity.

A high return rate alone does not automatically mean that a customer has misused our policy. H&Aquarius will consider the circumstances and reasons for the returns when reviewing account activity.

Returns relating to confirmed product defects, items damaged in transit, incorrect items supplied by H&Aquarius, or other issues for which H&Aquarius is responsible will not be treated as abusive return activity solely because they increase a customer's return history.

Any restriction under this section does not affect statutory rights that cannot legally be excluded or restricted.

To request a return, please contact us at:

support@h-aquarius.com

Please include:

• Your order number
• The item you would like to return
• The reason for your return

For damaged, defective, or incorrect items, please also include clear photographs showing the issue and, where relevant, the original packaging.

Once your return request has been reviewed and approved, H&Aquarius will provide the appropriate return instructions by email or another appropriate communication method.

Customers must use the return method provided or authorized by H&Aquarius.

Depending on the destination and available logistics services, this may include:

• Collection by a designated courier from an agreed address
• Drop-off at a designated carrier location
• Another return method specifically arranged or authorized by H&Aquarius

The return address, designated carrier, collection method, drop-off location, or other return arrangements may vary depending on the order and available logistics services.

Please do not send a return to the sender address shown on your original shipping parcel unless H&Aquarius specifically instructs you to do so.

Please do not independently arrange a return carrier, return address, or shipping method unless specifically authorized by our Customer Care team.

Returns sent without authorization, through an unauthorized carrier, to an unauthorized address, or without following the instructions provided by H&Aquarius may not be accepted or may experience significant delays in processing.

For returns requested due to:

• A change of mind
• Incorrect size selection
• Preference for another color or style
• Another personal reason

the customer is responsible for the applicable return shipping cost.

H&Aquarius will provide the authorized return method after the return request has been approved.

The applicable return shipping cost and any related payment or collection arrangements will be communicated as part of the return instructions.

Original Shipping Costs

If your original order qualified for complimentary standard shipping, the original standard shipping cost will not be deducted from your merchandise refund.

If you paid for expedited or express shipping, those shipping charges are generally non-refundable unless the return results from an error by H&Aquarius or otherwise required by applicable law.

Duties, Taxes & Other Charges

Customs duties, import taxes, brokerage fees, and other charges paid in connection with the original shipment are generally non-refundable, except where required by applicable law.

H&Aquarius does not offer traditional direct exchanges.

If you would like a different size, color, or style, the request will be handled through the following process:

Return → Refund → New Order

The original item must meet all return eligibility requirements, and the return request must be submitted within 14 days of delivery.

Please Check Your Size Before Ordering

Please review our Size Guide and measure carefully before placing your order to help ensure the best possible fit and wearing experience.

Choosing the correct size from the start can also help avoid unnecessary returns, additional shipping costs, and delays.

Shipping for Replacement Purchases

For a size, color, or style change, the customer is responsible for the applicable cost of returning the original item using the return method provided by H&Aquarius.

For the first approved replacement purchase, H&Aquarius will cover the cost of standard shipping for the new order.

Please contact support@h-aquarius.com before placing your replacement order so our Customer Care team can provide the appropriate instructions.

For the second and any subsequent replacement requests, the customer will be responsible for the applicable return and replacement shipping costs.

Replacement items remain subject to product availability.

Order Cancellation Before Dispatch

If your order has not yet been handed over to the shipping carrier, please contact us at support@h-aquarius.com as soon as possible.

If the order can still be stopped before dispatch, it may be cancelled and a full refund will be issued to the original payment method.

Because orders may be processed quickly, submitting a cancellation request does not guarantee that the shipment can be stopped.

Order Cancellation After Dispatch

Once an order has been handed over to the shipping carrier, it can no longer be cancelled.

If you no longer wish to keep an order after it has been dispatched, please wait for the parcel to be delivered and then request a return in accordance with this policy.

For returns caused by a change of mind, incorrect size selection, or another personal reason, the customer is responsible for the applicable return shipping cost.

H&Aquarius will provide the authorized return method after the return request has been approved.

If the original order qualified for complimentary standard shipping, the original standard shipping cost will not be deducted from your merchandise refund.

Any expedited or express shipping charges paid at checkout are generally non-refundable.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your jewelry arrives damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 7 days of delivery, and upload relevant photos and videos as supporting evidence.

Please include:

• Your order number
• Clear photographs of the item
• Clear photographs of the packaging, where relevant

If the issue is confirmed to be the result of a product defect, shipping damage, or an error by H&Aquarius, H&Aquarius will cover all reasonable shipping costs associated with resolving the issue, including return shipping and replacement shipping where applicable.

H&Aquarius will provide the appropriate return or collection method where a return is required.

Damage caused by normal wear, accidents, improper storage, misuse, exposure to chemicals, or failure to follow our jewelry care instructions is not considered a manufacturing defect.

Refused, Unclaimed & Return-to-Sender Shipments

We strongly recommend contacting H&Aquarius before refusing a delivery.

Refusing a shipment is not considered an authorized return and does not automatically cancel the order or trigger a refund.

If a shipment is refused, unclaimed, or otherwise returned to sender, H&Aquarius will not issue a refund based solely on a tracking status such as:

• “Refused”
• “Return to Sender”
• “Unclaimed”
• Or a similar tracking status

The parcel must first be physically returned to H&Aquarius or our designated return facility.

Once the parcel has been received, the merchandise will be inspected in accordance with this Return & Refund Policy.

If the merchandise meets the applicable return conditions, the eligible refund will then be processed.

If a refused, unclaimed, or returned-to-sender shipment results in additional charges imposed by the carrier or another logistics provider, including:

• Return-to-sender shipping
• Carrier handling
• Redelivery
• Customs-related charges
• Other directly related return costs

the actual applicable charges may be deducted from the refund where permitted by law.

H&Aquarius does not impose an additional penalty solely because a delivery was refused.

Any deduction will be limited to applicable costs actually incurred in connection with returning the shipment.

If the original order qualified for complimentary standard shipping, the original standard shipping cost will not be deducted solely because the order is being refunded.

However, additional costs specifically incurred as a result of the refused, unclaimed, or returned-to-sender shipment may still be deducted as described above.

If a parcel is abandoned, destroyed, disposed of, or otherwise cannot be successfully returned to H&Aquarius or our designated return facility, we may be unable to issue a refund because the merchandise has not been recovered and cannot be inspected, except where otherwise required by applicable law.

If the delivery issue results from a confirmed error by H&Aquarius, the customer-responsibility charges described above will not apply.

A refund will only be processed after the returned merchandise has been physically received and inspected.

Once your return has been inspected, we will notify you whether the refund has been approved or declined.

Approved refunds will be issued to your original payment method.

Please allow approximately 5–10 business days after your return has been inspected and approved for H&Aquarius to process the refund.

Your bank, card issuer, PayPal, or other payment provider may require additional time before the funds appear in your account.

What Is Refunded

For eligible returns due to a change of mind or personal preference, the refund generally covers the eligible returned merchandise value.

If the original order qualified for complimentary standard shipping, the original standard shipping cost will not be deducted from the merchandise refund.

Paid expedited or express shipping charges are generally non-refundable.

Any actual return-to-sender or related charges that are eligible for deduction under the Refused, Unclaimed & Return-to-Sender Shipments section may be deducted from the refund where permitted by applicable law.

Returns That Do Not Meet Our Conditions

If a returned item does not meet the requirements of this policy, H&Aquarius reserves the right to decline the refund and, where appropriate, arrange for the item to be returned to the customer.

H&Aquarius also reserves the right to refuse or review returns involving:

• Signs of wear or alteration
• Intentional damage
• Unauthorized return methods
• Repeated return activity that reasonably indicates misuse of the return process

Nothing in this policy limits any rights you may have under applicable consumer protection laws.