Refund policy

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your order to contact us and request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unworn and unused, and returned with any original packaging. You will also need your receipt or proof of purchase.

To request a return, contact us at hanorajewellery@gmail.com.

If your return is accepted, we will provide instructions on how and where to send your item. Returns must be sent to:

Hanora
Inverness
Putland Road
Bray
Co. Wicklow
A98 X2F4
Ireland

Items returned without contacting us first may not be accepted.

Unless the product is faulty, damaged or incorrect, customers are responsible for the cost of returning the item. We recommend using a secure postal service and keeping proof of postage, as we cannot be responsible for returns lost in transit.

You can contact us with any return questions at hanorajewellery@gmail.com.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if the item is faulty, damaged or incorrect.

Please include your order number and photographs of the item where possible so that we can assess the issue and arrange an appropriate remedy.

Your statutory consumer rights are not affected by this policy.

Exceptions and non-returnable items

Personalised, customised or specially made-to-order products cannot normally be returned for change-of-mind reasons.

However, this exception does not affect your rights where an item is faulty, damaged or not as described. Personalised goods are among the recognised exceptions to the standard cooling-off right. 

Please contact us if you have questions about whether a particular item is eligible for return.

Gift cards cannot be returned or refunded, except where required by law.

Sale items

Sale items purchased online are still covered by applicable consumer rights. A reduced price does not remove a customer’s rights where an item is faulty or where the legal cooling-off period applies.

Exchanges

We do not currently offer direct exchanges.

The quickest way to receive a different item is to return the original item and place a separate order once the return has been accepted.

Because our pieces are made in limited quantities, we cannot guarantee that another item will remain available.

EU and Irish cooling-off rights

For most online purchases, customers in Ireland and the European Union have the right to cancel their order without giving a reason within 14 days of receiving the goods.

After notifying us that you wish to cancel, you must return the goods within a further 14 days. Customers are normally responsible for the direct cost of returning change-of-mind purchases where this has been explained before purchase. 

You may inspect the item as you reasonably would in a shop, but you may be responsible for any reduction in value caused by handling beyond what is necessary to inspect its nature, characteristics and functioning.

Refunds

We will notify you after we receive and inspect your return and confirm whether the refund has been approved.

If approved, the refund will be issued to your original payment method.

For a valid cancellation under the statutory cooling-off period, any refund due will include the price paid and the cost of the least expensive standard delivery option offered with the original order. Additional delivery costs chosen by the customer, such as express delivery, are not refundable beyond the standard-delivery amount.

We may withhold the refund until we receive the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Please allow additional time for your bank or card provider to process the refund after it has been issued.

Contact us at hanorajewellery@gmail.com if you have not received an approved refund within 15 business days.

Order cancellations

You may request to cancel an order before it has been fulfilled by contacting hanorajewellery@gmail.com.

If your order has already been dispatched, it cannot be cancelled before delivery, but you may still be able to use your return rights after receiving it.