Refund policy
At Never Heard Of It, we want you to love your new jewellery. Two different things can go wrong, and we handle them differently: you changed your mind, or the piece didn't hold up. The first has a 14-day window. The second has a year.
Standard Returns & Exchanges — 14 days
If you are not completely satisfied with your purchase, you may request a return or exchange within 14 days of the delivery date. To be eligible for a return, the item must be unworn, unused, in the same condition that you received it, and in its original packaging. Please note that customers are responsible for all return shipping costs, and original shipping fees are non-refundable. Once we receive your return and confirm it is in resalable condition, we will process your refund to your original payment method.
Returns from the United States
US orders ship from Canada and must be returned to Canada. Return shipping costs are the customer's responsibility and original shipping charges are non-refundable. Customs duties, import taxes, and brokerage fees paid on delivery are collected by U.S. customs authorities, or by the carrier on their behalf, not by Never Heard of It, and cannot be refunded by us. You may be able to claim these back directly from U.S. Customs and Border Protection. If a package is refused or returned to us because import charges were not paid, the return shipping cost will be deducted from your refund.
The One-Year Oops Policy — 365 days
We stand behind how these are made. If your piece arrives damaged, or develops a manufacturing fault within 365 days of delivery — enamel lifting, a post coming loose, a join failing — email us a photo and we'll send you a replacement. You don't need to send the faulty piece back.
Covered: faults in how the piece was made.
Not covered: accidental damage, loss, and normal wear from everyday use.
Canadian orders: the replacement is free, shipping included.
US orders: the replacement piece itself is free, but shipping and any import duties are the customer's responsibility.
Replacements are subject to availability. If a design has sold out, we'll offer another piece of the same value or a refund.
Exceptions and Non-Refundable Items
Certain items are exempt from our 14-day return policy. Specifically, items marked as "Final Sale" and gift cards are non-refundable and cannot be returned or exchanged for a change of mind. Please double-check your selection before purchasing these items. Manufacturing faults on Final Sale items are still covered by the One-Year Oops Policy above — a fault is a fault, whatever you paid.
Refund Processing Time
We will notify you via email once we have received and inspected your returned item to let you know if the refund has been approved. If approved, the refund will be automatically processed and applied to your original method of payment within 10 business days. Please keep in mind that it can take some additional time for your bank or credit card company to officially post the refund to your account.
If more than 15 business days have passed since we approved your return and you still have not received your funds, please contact us at wehearyou@nhoi.world.
How to Start a Return or a Claim
To start a 14-day return, or to make a claim under the One-Year Oops Policy, email our support team at wehearyou@nhoi.world with your Order Number and what happened. For an Oops Policy claim, include clear photos of the fault — that's all we need, and you can keep the faulty piece. For a change-of-mind return, we'll reply with instructions on where to send your package; please do not send items back to us without contacting us first, as we may be unable to process unapproved returns.
