Refund policy
At Hannah Carvalho, each piece is more than just jewelry; it is a true Work of Art, meticulously crafted by master artisans from the Brazilian Academy of Fine Arts. Our creations transcend mere adornment, embodying the essence of Wearable Art. We believe our pieces will resonate with you on a profound level. However, if it doesn’t fully capture your spirit, we’re here to ensure your experience remains exceptional.
You have 7 days from the date of receiving your order to request a return. Given the bespoke nature of our art jewelry, exchanges for different sizes aren’t available. Nevertheless, to ensure your complete satisfaction, we offer a refund or a store credit as a Voucher.
Once this period has expired, we reserve the right to reject the request. During peak season (Christmas), we will extend the period to 30 days.
Disclaimer
Each of our pieces carries the unique touch of handcrafted art, which may include slight finish irregularities that make every item distinct. These are not considered defects but rather a testament to their artistry. We kindly ask that you consider this before making your purchase.
Hannah Carvalho is not responsible for defects due to damage caused by improper or negligent use, alterations, and aesthetic damage due to normal wear and aging.
Refunds are always made to the credit card used to place the order; this is to prevent fraud. Depending on the bank, the transaction usually takes between 3 to 5 business days.
The Step by Step Process
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Kindly contact us at talktome@hannahcarvalho.com within the 7-day period.
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Provide your order number and a brief description of the issue, along with a photo if necessary.
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Once your request is approved, we will provide you with a return label and instructions for shipping the item back to us.
Upon receiving and inspecting the returned piece, we will issue your refund or store credit within 5 business days. Please ensure the item is in its original, unworn condition, complete with tags and packaging.
Conditions for Returns
Items must be returned in pristine, unworn condition, including all original tags and packaging.
Returns initiated without prior approval or lacking tracking information may be rejected.
Once the piece has been inspected and deemed eligible for return, your refund will be processed via the original payment method or a coupon code that you can use in our store within a maximum period of one year.
Restrictions
We do not accept returns on items that have been worn, altered, or show signs of damage.
Final Sale items or discounted pieces are non-refundable, unless defective or damaged upon arrival.
Exchanges
While we cannot offer size exchanges, we are happy to process an exchange for an item of equal or higher value. If the new item costs more, the difference will be charged. Should the value be lower, the difference will be refunded.
Shipping for exchanges is free, except for the cost of sending the new item. We will guide you through this process via email, ensuring it remains smooth and effortless.
International Orders
For our international customers, while exchanges are unavailable, we offer store credit or refunds. Return shipping costs for international orders are the customer’s responsibility.
P.S: Your experience with Hannah Carvalho is our utmost priority, and we appreciate your understanding as we strive to uphold the integrity and artistry of our creations.