return_policy

 

Return & Refund Policy

Last updated: 10 October 2025

Thank you for shopping with Halo Gem.
We want you to love your purchase, but if for any reason you’re not completely satisfied, we’re here to help. Please read our Return & Refund Policy carefully before making a return.

1. Returns Eligibility

We accept returns for most items within 14 days of receiving your order, provided that:

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

  • All tags, labels, and seals (if any) remain attached.

  • The item is in resalable condition.

Items not eligible for return include:

  • Earrings or body jewellery (for hygiene reasons).

  • Gift cards and e-gift cards.

  • Sale or clearance items marked as “final sale.”

  • Custom or personalised items.

If your item arrives damaged or defective, please contact us within 48 hours of delivery at halogemsupport@gmail.com with your order number and clear photos of the issue.

2. How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at halogemsupport@gmail.com with:

    • Your order number

    • The item(s) you wish to return

    • Reason for return (optional but helpful)

  2. We’ll confirm your eligibility and provide the return shipping address and any necessary instructions.

  3. Package your item securely and send it back using a trackable shipping service.

Note: You are responsible for the cost of return shipping unless the item was faulty or incorrect.

3. Refunds

Once we receive and inspect your returned item, we’ll notify you via email.
If approved, your refund will be processed within 5–10 business days to your original payment method.

Please note:

  • Shipping charges are non-refundable.

  • Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

4. Exchanges

We do not currently offer direct exchanges.
If you wish to exchange an item, please return the original product for a refund and place a new order for the replacement item.

5. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately at halogemsupport@gmail.com with your order details and photos. We will arrange a replacement or a full refund at no additional cost.

6. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account again.

  2. Contact your credit card company or payment provider.

  3. If the issue persists, please email us at halogemsupport@gmail.com and we’ll assist you promptly.

7. Contact Us

If you have any questions about this Return & Refund Policy, please contact us:

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