replacement_policy

Replacement Policy

Last updated: 10 October 2025

At Halo Gem, we take pride in delivering quality products and ensuring customer satisfaction. If your order arrives damaged, defective, or incorrect, we’ll be happy to arrange a replacement in accordance with the terms below.

1. Eligibility for Replacement

You may request a replacement if:

  • The product you received is damaged, defective, or not as described.

  • The product is unused, unworn, and returned in its original packaging.

  • You contact us within 7 days of receiving your order.

Please note, replacements are not available for:

  • Earrings or body jewellery (for hygiene reasons).

  • Items purchased during final sale or clearance events.

  • Custom or personalised items unless they arrive damaged or incorrect.

2. How to Request a Replacement

To request a replacement:

  1. Email us at halogemsupport@gmail.com within 7 days of delivery.

  2. Include the following information:

    • Your order number

    • A photo or video clearly showing the damage, defect, or incorrect item

    • A brief description of the issue

  3. Our team will review your request within 2 business days and confirm whether a replacement is approved.

3. Replacement Process

  • Once your claim is approved, we’ll send a replacement product at no additional cost.

  • You may be asked to return the original item to us for inspection before the replacement is issued.

  • If the item is no longer in stock, we will offer an alternative product of equal value or a full refund instead.

4. Shipping for Replacements

  • If the issue was caused by Halo Gem (damaged, defective, or wrong item), we will cover all return and reshipping costs.

  • If the replacement is requested for any other reason (e.g., you changed your mind after receiving the product), shipping costs will be your responsibility.

5. Processing Time

After approval and (if required) receipt of the returned item, replacement orders are processed and shipped within 3–5 business days.
You’ll receive a new tracking number once your replacement has been dispatched.

6. Contact Us

For any questions or to start a replacement request, please reach out to our support team:

📧 Email: halogemsupport@gmail.com
🏢 Address: Halo Gem, United Kingdom