Refund policy

Return & Exchange Policy

We offer easy 30-day returns & exchanges on ready-made jewellery — so you can shop with confidence 💙

Custom pieces are made for one person, so they follow their own steps. You will find them further down: Custom Pet Portrait Pendant and Story rings.

✨ How to Start a Return or Exchange

Email us at hello@heiracle.com within 30 days of receiving your order
Include your order number
Our team will reply within 1–2 business days with next steps

✅ Return Conditions

Items must be unused, undamaged, and in original packaging
For non-quality returns, return shipping is paid by the customer
Original shipping fees are non-refundable

If your item is defective, damaged, or incorrect, we’ll cover the return shipping or send a replacement at no extra cost.

💳 Refunds

Once your return is received and inspected, your refund will be processed within 7 business days to your original payment method.

🚫 Non-Returnable Items

Custom-made or personalized pieces, unless they arrive damaged, faulty or not as approved (see the custom sections below for what you get back at each step)
Items showing wear, damage or alteration from use after delivery

🔄 Exchanges

We accept exchanges within 30 days of delivery.
If you’d like a different style, just reach out — we’ll help you switch it easily ✨

🐾 Custom Pet Portrait Pendant

These terms apply to the Custom Pet Portrait Pendant. Where they differ from the general policy above, these terms apply.

One price. The price you pay at checkout is the whole price of your pendant. It covers the design, free design revisions, modelling, casting, and hand-painting if you chose it. We never ask for more. A chain is not included. Our 925 sterling silver chain is optional and sold separately.

Five steps. What you get back if you stop is spelled out at each one.

Step 1. You order. Send photos, your pet’s name and their story. You pay once. Change your mind before you approve the design? Full refund.
Step 2. We design. Full refund. Your design render arrives by email for you to approve. Revisions are free. Still not right after that? We refund you in full.
Step 3. You approve the design, we cast. 50% refund. Your written approval starts modelling and casting, about two weeks. If you cancel after approving the design, we refund 50% of what you paid for the pendant, until you approve the finished piece. The other half pays the designer and the casting made for your order.
Step 4. You see the real piece. When casting and painting are finished, we send you photos and a real video. Not happy with the painting? We repaint it free. Unpainted pieces are re-finished free. If the finished piece does not match the design you approved, we remake it free, or refund you in full. If it matches and you would still rather not take it, the 50% refund applies.
Step 5. You approve, we ship. Final sale. After you approve the finished piece in writing (a reply to our photos and video), painted pieces are colour-sealed, then we ship. A pendant made for your pet cannot be returned or exchanged after this approval. This does not affect our promise below if your pendant arrives damaged, faulty or not the piece you approved.

Chain. A chain ordered with your pendant is refunded in full if the order is cancelled before we ship. Percentages above apply to what you paid for the pendant.

Delivery. Your pendant ships once you approve the finished piece. Free delivery in 6 to 14 business days. Duties included to the US and other eligible regions.

Timing. Design render within 1 business day. About two weeks to make once you approve. About 4 to 5 weeks door to door. If we cannot ship by the date we gave you, we tell you the new date. You can wait, or cancel for a full refund, whichever step you are at.

Damaged, faulty or lost. If your pendant arrives damaged, faulty or not the piece you approved, tell us with photos — within 14 days of delivery is quickest — and we repair, remake or refund you in full, return shipping on us. If a parcel is lost, we remake it or refund you in full, your choice.

How refunds work. Just reply to your order email. Refunds go back to your original payment method. We issue the refund as soon as the cancellation is confirmed; your bank may take a few days to show it.

If we don’t hear from you. If you don’t reply at the design step for 30 days, we cancel the order and refund you in full.

💍 Words to Ring custom rings

Rings you design on Words to Ring are made for one person. There is no design fee: your price is the setting plus the stone, shown before you order.

Before we start making your ring: full refund.
Once we have started making it: 50% refund.
When it is finished, we send photos and a video. Adjustments are free, and the 50% refund still applies.
After you approve the finished piece: final sale.
Your stone is charged at an estimate. If it weighs less, we refund the difference; if it weighs more, you pay nothing extra.

Story ring commissions ordered before 21 October 2026

These terms apply only to Story ring commissions ordered before 21 October 2026 (not the Custom Pet Portrait Pendant, which has its own terms above):

The design fee is a paid service. Until you confirm production, it’s fully refundable — even after seeing your design. Before you confirm your design we revise it until you’re happy; once you confirm the design, the fee is non-refundable — and it’s credited toward your piece’s balance.
After you approve the design we send a quote and take a 30% deposit to begin. If we haven’t started making your ring, the deposit is refundable; once production has started, it isn’t.
A stone’s real cut weight can vary slightly, so the final price may differ a little from the estimate. If it would run more than 10% over, we always ask you first.
Finished custom pieces can’t be returned or exchanged except for a quality issue — but if anything is wrong, we’ll put it right.