Shipping & Return Policy

Refund & Return Policy

Effective Date: SEP 2026

At House of HNS, we carefully inspect and securely pack every jewellery piece before dispatch. As jewellery is a delicate and personal-use product, we request customers to read this Refund & Return Policy carefully before placing an order.

1. Return Window

House of HNS offers a 3-day return window from the date of delivery for eligible products.

A return request must be raised within 3 days of the order being delivered.

2. Return Eligibility

To be eligible for a return:

  • The product must be unused and in its original condition.

  • The product must not show signs of wear, scratches, damage, alteration or misuse.

  • All original packaging, tags, cards and accessories must be retained.

  • The product must be returned in secure and appropriate packaging.

  • The return request must be raised within the applicable return period.

Unboxing Video

We strongly recommend recording a clear, continuous unboxing video from the moment the package is received and before the package is opened.

An unboxing video helps us verify claims relating to:

  • Damaged products

  • Wrong products

  • Missing products

  • Manufacturing defects

  • Missing jewellery pieces or accessories

The video should be continuous and preferably show the shipping label, package condition and the product inside.

The absence of an unboxing video may make verification more difficult, but it does not by itself remove any rights or remedies available to the customer under applicable law.

3. Non-Returnable Products

Returns are generally not accepted for:

  • Products that have been used, worn, altered or damaged after delivery

  • Products returned without their original packaging

  • Products damaged due to improper handling or misuse

  • Customised or personalised products

  • Products purchased under clearance or special sale offers, where the product page clearly states that the item is non-returnable

  • Minor colour differences caused by lighting, photography, device displays or screen settings

This exclusion does not apply to products that are defective, damaged in transit, incorrect, missing, or materially different from what was ordered.

4. Damaged, Defective, Wrong or Missing Products

If you receive:

  • A damaged product

  • A defective product

  • A wrong product

  • A missing product or missing component

please contact House of HNS within 24 hours of delivery.

Please provide:

  • Order ID

  • Clear photographs of the product

  • Clear photographs of the packaging

  • A complete unboxing video, if available

After verification, House of HNS may provide a replacement, refund or another appropriate resolution, subject to the circumstances of the case and applicable law.

For products that are damaged, defective or incorrectly supplied by House of HNS, customers will not be charged a return/reverse-pickup fee where the issue is verified as being attributable to HNS.

5. Refund Process

Once an eligible returned product is received and inspected, we will notify you whether the return has been approved.

For approved refunds:

  • Refunds for prepaid orders will generally be processed to the original payment method.

  • Refund processing will normally take 5–7 business days after the return is approved, depending on the payment provider or bank.

  • For eligible customer-initiated returns, applicable return shipping or reverse-pickup charges may be deducted where such charges were disclosed before purchase.

  • Shipping charges may be non-refundable for customer-initiated returns, where applicable.

For damaged, defective, wrong or missing products attributable to HNS, applicable resolution will be provided without unfair deductions.

6. Exchange Policy

House of HNS currently offers exchanges primarily for:

  • Damaged products

  • Wrong products received

  • Manufacturing defects

Exchange requests are subject to product availability.

If the requested replacement is unavailable, House of HNS may provide another appropriate resolution, including a refund where applicable.

7. Order Cancellation

Orders may be cancelled before dispatch.

Once an order has been dispatched, cancellation may no longer be possible.

If an order has already been shipped, the customer may need to follow the applicable return/refund process.

8. Cash on Delivery (COD)

Cash on Delivery (COD) is currently not available for House of HNS orders.

We currently accept orders through our available online payment methods.

House of HNS may introduce Cash on Delivery (COD) as a payment option in the future. If COD becomes available, the applicable terms, eligibility and serviceability conditions will be updated on our website.

9. Jewellery Care

Our jewellery is designed using premium anti-tarnish materials and is intended for everyday styling.

To maintain the appearance and finish of your jewellery for longer:

  • Avoid direct contact with perfumes and cosmetics.

  • Avoid prolonged contact with water, sweat and chemicals.

  • Remove jewellery before swimming, bathing or exercising where possible.

  • Store jewellery in a clean and dry place when not in use.

  • Keep individual pieces separated to reduce scratches and tangling.

Please note that the longevity of any jewellery finish can vary depending on individual usage, exposure to chemicals, sweat, moisture and storage conditions.

10. Return Approval

All return requests are subject to verification.

House of HNS reserves the right to decline a return where the product does not meet the stated eligibility requirements or where the product shows evidence of use, misuse, alteration or damage caused after delivery.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable law.

11. How to Contact Us

For return, refund, exchange or product-related queries, please contact:

House of HNS
Email: support@thehouseofHNS.com
Website: thehouseofHNS.com

Please include your Order ID in the subject line/message so that we can process your request faster.

Important

By placing an order with House of HNS, you acknowledge that you have read and understood this Refund & Return Policy.

House of HNS may update this policy from time to time. The policy applicable at the time of purchase will generally govern the relevant order, subject to applicable law.