Return and Refunds

At Hemi & Zo, we are committed to ensuring your satisfaction with our handcrafted jewelry. Please read our Returns and Refunds Policy carefully to understand your options.

1. Error Disclaimer: In the event that errors occur, including inaccuracies in pricing and product descriptions on our website, we reserve the right to correct such errors. We do not honor orders with inaccurate or erroneous prices. In cases where there's a discrepancy between a price listed on our website and the catalogue price at our studio, the catalogue price in our studio shall prevail as the correct price.
2. Pricing Changes: Please be aware that our prices may change without prior notice. We apologize for any inconvenience this may cause.

Custom-Made and Moon Phase Jewelry: We take great pride in creating custom-made jewelry tailored to your specific desires and needs, including our Moon Phase jewelry. Due to the unique nature of these pieces, we generally do not offer refunds for custom-made and Moon Phase jewelry. However, we understand that unique circumstances may arise. Therefore, we may consider partial refunds based on the return of the jewelry and its materials (e.g., gold or gemstones) in accordance with their weight and current market value at the time of return. Any potential partial refunds will be determined on a case-by-case basis and may be subject to a restocking fee.

3. Return Process: If you wish to initiate a return for a non-customized item, please follow these steps:

• Contact our Customer Service team within 14 days of receiving the item.
• Ensure the jewelry is in its original, undamaged packaging. The item must be unused, in its original packaging, undamaged and free of defects.
• Return the item via a trackable shipping method, and provide us with the tracking information.
• Jewelry returns to our studio will be subject to approval or disapproval solely at the discretion of our customer service representative.
• Once we receive and inspect the returned item, we will assess its condition and issue a refund, if applicable, within a reasonable timeframe.
• A monetary refund will be issued in accordance with and subject to the Law. Refunds will only be processed through the same specific payment method used for the original purchase. For instance, a refund made via credit card will only be credited back to the same specific credit card used for the initial purchase.
• The monetary refund will be transferred to the credit card used for the order, based on the processing times of the credit card company.
• In the event of a transaction cancellation, this payment method will incur a cancellation fee of 5% of the transaction amount or 100 NIS, whichever is lower.
• Only the customer who placed and paid for the order is authorized to initiate a return or exchange. Ownership of the item, for example, if it was received as a gift, does not grant the recipient the right to request a refund or exchange.

4. Cancellation: You have the right to cancel your order for non-customized items within 3 days of placing the order. If the order has already been shipped, you will need to return the item as outlined in the Return Process section above.

Only the customer who placed and paid for the order is authorized to initiate a cancellation. Ownership of the item, for example, if it was received as a gift, does not grant the recipient the right to cancel the order

5. Contact Us: If you have any questions or concerns regarding our Returns and Refunds Policy, please contact our Customer Service team. We are here to assist you and ensure your satisfaction with your purchase.

Note: This policy is subject to change, and we recommend reviewing it periodically for updates.