Refund policy

1. General Policy – All Sales Final
All sales made through Bijoux Heaven are considered final. This policy is provided in addition to your statutory legal rights under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 where relevant.

2. Domestic Online Purchases (UK Orders)
Customers within the United Kingdom may be eligible for a refund or exchange within 14 calendar days of receiving the item, only if:

  • The item is not as described at the time of purchase; or

  • The item is faulty, defective, or damaged upon arrival.

To request a return, please contact us at help@bijouxheaven.com within the 14-day period, including your order number, a detailed explanation, and supporting images of the issue.

3. Condition Requirements for Returns (UK ONLY|
All returned items are strictly subject to inspection upon receipt to verify their condition.

Returned items must meet the following criteria:

  • Must be returned in the exact condition in which they were received.

  • Items sold as “new” must remain unused, unworn, and include all original packaging, tags, and accessories.

  • Pre-loved items must not show any additional wear beyond what was disclosed at the time of sale.

  • Any signs of tampering, damage, or unauthorised use may result in the return being rejected.

Bijoux Heaven reserves the right to refuse any return that does not meet the condition requirements stated above.

4. Return Shipping Responsibility
The cost and arrangement of return shipping are the sole responsibility of the customer. All returns must be sent using a tracked, insured, and signed-for service.

Bijoux Heaven accepts no liability for items lost, delayed, or damaged in transit. Please ensure the item is securely and appropriately packaged.

5. International Orders – No Returns, No Refunds, No Exceptions
We regret that all international sales are strictly final.

Due to the nature of cross-border logistics, customs regulations, and international resale restrictions, Bijoux Heaven does not offer refunds, exchanges, cancellations, or returns for any orders shipped outside the United Kingdom, under any circumstances.

By placing an international order, you acknowledge and agree to this policy in full. If you have any questions or concerns about an item prior to purchase, we encourage you to contact us for additional information before placing your order.

6. Order Cancellations
Orders cannot be cancelled once placed. We begin processing all purchases immediately to ensure timely dispatch.

7. Return Request Procedure (UK Orders Only)
To initiate a return, email help@bijouxheaven.com with:

  • Your full name and order number

  • Reason for return

  • Clear photographs of the item and any defect or discrepancy

  • The date the item was received

Returns must be approved before being sent. Unauthorised returns may be refused.

8. Refund Processing Time
Once a returned item has passed our inspection and the return is approved, a refund will be issued to the original payment method within 7–10 business days.
Please note that original shipping fees are non-refundable.

9. Restocking Fee
All approved refunds are subject to a 3.5% restocking fee, which will be deducted from the total refund amount. This fee covers non-refundable payment processing costs incurred at the time of purchase.
This applies to all returns.