Returns

General information

Items purchased from Hensode are eligible for return within 14 days of delivery. In accordance with applicable regulations, you have 14 days to exercise your right of withdrawal, followed by an additional 14 days to return your order. Items returned outside of this timeframe may be sent back to you.

To request a return, please contact us at: contact@hensode.com

Return shipping costs are the responsibility of the customer and will be deducted from your refund. Items must be returned in their original condition, including packaging, pouch, accessories and tags. It is of course allowed to try on jewellery at home, but please do so with care as jewellery are delicate products. Items must only be tried on. Items that have been worn or show any signs of use (scratches, deformation, traces of perfume or cosmetics, etc.) will not be accepted for return. Items must be returned in perfect condition, with no signs of wear, and with all original elements included. If you have ordered multiple items, please place each item back in its original pouch. Placing multiple items in the same pouch may result in scratches. All returns are carefully inspected upon arrival. Hensode reserves the right to reject any return that does not meet the above requirements. If your return is rejected, you will be notified by email. If you purchased a Hensode item from another retailer, please contact them directly regarding their return policy. Hensode is not responsible for products purchased through third-party retailers.

Return shipping costs

Return shipping costs are the responsibility of the customer and will be deducted from the final refund.

Register a return

If you wish to return an item, please register your return by contacting us at: contact@hensode.com State your order number, the name of the item(s), and the size you wish to return. Once your request has been approved, you may proceed with shipping your return. Place the item(s) inside the original box and pouch. Please do not place more than one item inside the same pouch, as this may cause scratches during transport. Place the box securely inside a solid outer carton, preferably the original shipping box, and close it securely.

Return shipping

Returns can be made using a carrier of your choice. We strongly recommend using a tracked shipping service with signature on delivery. The customer is fully responsible for the parcel until it has been received by Hensode. In case of loss, theft or damage during transit, no refund can be issued. Please keep your shipping receipt and tracking number as proof of shipment.

Exchanges

Hensode does not offer exchanges, except in the case of defective items or shipping errors. If you wish to exchange an item for another size or model, please follow the return procedure and place a new order.

Refunds

All returns that meet the above requirements and are shipped within the 14-day period will be refunded to the original form of payment, minus return shipping costs. Once delivered to Hensode, returns may take up to 14 business days to process. Upon completion, a refund confirmation email will be sent. Please note that processing times may be extended during peak periods. The original standard shipping cost will also be refunded in accordance with applicable regulations. Shipping costs for uncollected packages will not be refunded.

Quality guarantee

If you receive an item that is faulty or damaged, you must contact us within 7 days of delivery. Hensode’s quality guarantee covers manufacturing defects only and does not apply to: Failure or damage caused by improper use or lack of care. Normal wear and ageing, such as scratches, oxidation of silver or fading of solid gold finish.

Responsibility and incidents

The customer is responsible for the parcel until it has been received by Hensode. In case of loss, theft or damage during return shipping, no refund can be issued until the parcel has been received. If an item is malfunctioning (e.g. a loose clasp or hinge), the customer is responsible for contacting customer support as soon as the issue is detected in order to resolve it.

Important information

The customer is responsible for the goods until they are received by Hensode. Please always keep your shipping receipt and tracking number as proof of shipment. Returns are inspected upon arrival. Hensode reserves the right to reject any return that does not meet the stated requirements. A full refund is only issued if the product and its accessories are returned in the same condition as delivered. If an item is returned due to a complaint or an error on our part, the full amount, including shipping costs, will be refunded.

Exceptions or non-returnable items

If you receive a defective item, you must contact us within 7 days of delivery. If the defect is confirmed, we will either replace the item or issue a refund. No returns are accepted for custom products.

Legal guarantees

In addition to the commercial warranty, products benefit from the legal guarantee of conformity (articles L217-3 to L217-20 of the French Consumer Code) and the warranty against hidden defects (articles 1641 to 1649 of the French Civil Code).