Returns policy
14-day return period
You have the right to withdraw from the purchase contract within 14 days from the date you received the item, without having to justify your decision. This is the right of withdrawal, guaranteed by Portuguese and European law.
How to exercise this right
To exercise your right of withdrawal, please write to info@hoyarajewellery.com within 14-day period, stating:
- Order number;
- Name the order was placed under;
- A clear statement that you wish to return the item.
We'll confirm receipt of your request and send you instructions on how to return the item.
Exceptions
The law sets out some exceptions to the right of withdrawal. We do not accept returns of:
- Earrings. For hygiene and safety reasons.
- Custom-made items. Orders made to the customer’s specifications, engraved pieces or items that are clearly bespoke.
How to return
Once you've notified us of your intention to return, you have 14 days to get the item to us. It must arrive:
- In new condition, with no signs of wear;
- With the original packaging complete;
- Together with the invoice and the delivery receipt.
Shipping is at the customer's expense. We recommend a tracked and insured service, as the item remains your responsibility until it reaches Hoyara.
Return address:
Hoyara JewelleryRua da Chavinha, 575
4405-851 Vila Nova de Gaia
Portugal
If the item arrives in a condition that doesn't allow it to be resold, or if any of its components are missing, no refund will be issued and we'll return the item to the original sender's address.
Refund
Once we've received the item and confirmed it meets the conditions, we'll process the refund within 14 days.
The refund is made using the same payment method used for the purchase:
- Card payment: the refund is credited back to the original card;
- MB WAY payment: the refund is made by bank transfer to the IBAN you provide.
If you used a promotional discount code, the refund will only cover the amount actually paid, not the pre-discount value.
Exchanges
We don't offer exchanges. If you'd like a different item, exercise your right of withdrawal within the 14 days and place a new, separate order.
Repairs
Repairs, including gold-plating renewal, are handled separately from returns. For more details, please see the Terms and Conditions or contact us directly.