The One-Year Oops! Policy
It's a policy, not a slogan.
Our One-Year Oops! Policy covers items that arrive damaged and product quality or manufacturing faults that develop within 365 days of delivery.
- Canada: we send a free replacement, with shipping included.
- United States: the replacement product is free; you are responsible for replacement shipping and any applicable import duties.
Damage caused by the customer, accidental damage, loss and normal wear are not covered. Email your order number and a photo to wehearyou@nhoi.world. You do not need to return the faulty item.
A year. Not fourteen days.
Why a year
Most novelty jewellery is priced to be thrown away, and the warranty quietly tells you so. Two weeks is about how long it takes to find out whether something is faulty. It is nowhere near long enough to find out whether it lasts.
We build these to still be in your rotation in three years. If we're going to say that out loud, we should be the ones carrying the risk of being wrong about it. So we carry it, for a year.
What's covered
| Covered | Enamel lifting or flaking. A post coming loose or snapping. A hoop, hook or join failing. Anything that arrives damaged. |
| Not covered | Dropping them on a tile floor. Losing one. Normal wear — the small marks a piece picks up from actually being worn, which is the entire point. |
| Proof we need | A photo. That's it. |
| Sending it back | No. Keep the faulty piece. |
| Canada | Replacement free, shipping included. |
| United States | The replacement piece is free. Shipping and any import duties are yours. |
| If it's sold out | Another piece of the same value, or a refund. Your pick. |
| Final Sale items | Still covered. A fault is a fault, whatever you paid. |
What this isn't
Changed your mind? You can request a return or exchange within 14 days of delivery. Items must be unworn, unused and in their original packaging. Final sale items are not eligible for change-of-mind returns or exchanges.
For returns without a product quality issue, you are responsible for return shipping. US returns must be sent back to Canada. Contact wehearyou@nhoi.world before sending an item back.
Items that arrive damaged or develop a manufacturing fault are handled separately under our One-Year Oops! Policy. See our Return Policy for full details.
How to use it
Email wehearyou@nhoi.world with your order number and a photo of what went wrong. A real human — who names earrings for a living — will answer.
While you're here: the reason we can offer this at all is what's inside them. That's the No Green Skin page.
