Returns & Exchanges

Hard Heart

Last updated: 31 May 2026

We stand behind every piece we make. If you're not completely satisfied with your order, you can return it within 14 days of delivery for a refund or an exchange.

Your right to return

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, in line with EU consumer law. To exercise this right, contact us within that 14-day window and return the piece in its original, unworn condition.

Eligibility

To qualify for a return or exchange:

The piece must be unworn, undamaged, and in its original packaging, including any accessories (boxes, certificates, etc.).
Your return request must be made within 14 days of receiving your order.
Any item showing signs of wear, resizing, or damage will not be accepted.
Sealed Editions (such as Null Edition and Base Unit) are numbered, one-of-one pieces. Because of their limited nature, they follow the standard EU 14-day withdrawal right but are not eligible for size or style exchanges.

Natural patina is not damage. Our pieces are oxidized sterling silver and naturally develop a patina with handling. Light, expected finish changes from trying the piece on do not make it ineligible — but a piece that has clearly been worn, scratched, or altered cannot be returned.

How to start a return

Email us with your order number and the email address used at checkout, and let us know whether you'd like a refund or an exchange. Once your request is approved, we'll send you the return address in Portugal and instructions for sending your piece back.

Contact us

Email your order number within 14 days of delivery.

Ship it back

We send you the return address and instructions.

Refund or swap

Once received and inspected, we process it.

Who pays for return shipping

If the piece is faulty, damaged, or incorrect — we cover the return shipping. The fault is on us, not you.
If you simply changed your mind — you cover the cost of returning the piece. We recommend a tracked service, as we can't be responsible for returns lost in transit.

Refunds & processing

Refunds are issued to your original payment method once we receive and inspect your returned piece.
Please allow up to 7–10 business days for the refund to appear, depending on your bank or card provider.
Original shipping costs are non-refundable, except where the return is due to a fault on our side.

Exchanges

If you'd like a different size or style, let us know when you contact us and choose "Exchange." Your exchange is processed as soon as your original piece is received and verified. If there's a price difference, we'll arrange it with you before sending the new piece.

A note on delivery times

Our pieces ship from our production partners and typically arrive within 10–15 business days, depending on your location and customs. The 14-day return window begins on the day your order is delivered, not the day it ships — so a longer delivery time never shortens your right to return.

Faulty pieces & repairs

If your piece arrived damaged or develops a fault under normal wear, it may be covered by our Lifetime Guarantee instead of a return. Guarantee claims are handled separately from returns — please see our Lifetime Guarantee page for replacement and repair requests.

Your statutory rights

This policy is offered in addition to your legal rights as a consumer under EU and Portuguese law, including the legal guarantee of conformity and the right of withdrawal. Nothing in this policy limits those rights.