HG Jewellery – Store Policies and Customer Terms

Our Commitment

At HG Jewellery, we are committed to offering quality sterling silver jewellery featuring natural, laboratory-created, and other clearly disclosed gemstones. We believe in honest product descriptions, fair pricing, excellent customer service, and long-term relationships with our customers.

By accessing our website or placing an order, you agree to these Store Policies and Customer Terms, as well as any additional policies referenced on our website.

1. Product Information and Gemstone Disclosure

HG Jewellery specializes in jewellery and loose gemstones, including natural precious and semi-precious stones, lab-created gemstones, and selected simulants. Accurate disclosure is central to the HG Jewellery business model.

Every product clearly identifies whether gemstones are natural, laboratory-created, treated or simulated where known.

1.1 Product Images

We make every reasonable effort to ensure that product photographs accurately represent our jewellery. However, actual colours may vary because of lighting, photography, device settings, or screen calibration.

1.2 Natural Gemstones

Natural gemstones may display inclusions, colour variations, surface characteristics, or natural patterns. These features can make each stone unique and are often part of the stone's natural formation. They should not be considered defects.

1.3 Measurements and Specifications

Dimensions, carat weights, and product measurements are approximate unless otherwise stated. Minor variations may occur during manufacturing.

1.4 Certificates and Appraisals

Certificates, laboratory reports, appraisals, and gemstone identification documents are provided only when specifically identified in the product listing.

1.5 Production Partners

“HG Jewellery works with experienced independent jewellery manufacturers and production partners. HG Jewellery selects, gemstones, materials and specifications and conducts appropriate quality review. Manufacturing location does not change the gemstone, metal or product disclosures provided in the individual product listing.”

2. Limited Warranty Policy

HG Jewellery provides a limited (30) days satisfaction and workmanship warranty to the original purchaser only covering verified manufacturing defects. The warranty may cover normal wear and tear, verified workmanship defects including stone loosening discovered during normal use, manufacturing defects in settings, in clasps, or in solder joints.

The warranty does not cover tarnishing, surface scratches, accidental damage, misuse, improper care, impact damage, chemical exposure,, hot tub or sauna exposure,loss, theft, or repairs or alteration performed by third parties. Repairs, resizing, setting, polishing, testing, or alteration performed by third parties are also not covered.

HG Jewellery reserves the right to inspect all warranty claims before determining whether warranty coverage applies. Approved claims may be resolved through repair, replacement, store credit, or a refund, depending on the circumstances.

3. Shipping and Delivery Policy

3.1 Order Processing

• Most in-stock orders are processed within 1–3 business days after payment has been approved.
• Orders placed on weekends or Canadian statutory holidays will be processed on the next business day.
• Custom orders, promotional events, holidays, severe weather conditions, inventory verification, payment reviews, and other circumstances may occasionally result in longer processing times.

3.2 Delivery Estimates

Estimated delivery times begin after order processing and may vary depending on the destination and shipping method selected at checkout. Typical delivery estimates are:

Destination	Standard Shipping Time	Standard Shipping Rate	Express Shipping Time	Express Shipping Rate
Canada	2–8 business days	$12.95	1–4 business days	19.95
United States	4–12 business days	17.95	2–7 business days	29.95
International	7–25 business days	24.95	Varies by destination	49.95

Carrier delays, customs processing, weather, labour disruption, remote-location service limits, security screening, and peak-season volume may impact delivery time.

3.3 Free Shipping

Free tracked standard shipping is available on Canadian orders of CAD $250+ (before taxes and after discounts). Free U.S. shipping may be available on orders of CAD $350+.

3.4 Tracking and Signatures

Tracking information will be provided whenever available. For security purposes, HG Jewellery may require a signature upon delivery, particularly for higher-value orders.

Shipment insurance may be purchased or included based on carrier availability subject to the carrier’s terms, exclusions, documentation requirements, and claim decision.

3.5 Customer Responsibilities

Customers are responsible for providing complete and accurate shipping information. HG Jewellery is not responsible for delays, failed deliveries, or additional expenses resulting from: incorrect addresses, incomplete contact information, refused deliveries, or failure to collect a shipment, except where HG Jewellery caused the error.

If a parcel appears damaged, customers should photograph the package and contents and contact HG Jewellery within 48 hours before wearing the jewellery.

Customers are responsible for all applicable customs duties, import taxes, brokerage fees, value-added taxes, and other charges imposed by the destination country.

4. Returns, Exchanges, and Refund Policy

Your satisfaction is important to us. HG Jewellery wants customers to purchase with confidence while protecting the integrity, authenticity, and condition of jewellery and loose gemstones.

4.1 Return Requests

Customers may request a return within 14 calendar days after confirmed delivery. Once a return request has been approved, the item must be shipped within 7 calendar days using the return instructions provided by HG Jewellery. Written return authorization must be obtained before returning any product.

4.2 Return Eligibility

Returned item must:

• Be unworn, unused, unaltered, and free of scratches,
• Be returned in its original condition with the original packaging, tags and security seals,
• Include any certificates, reports, or promotional materials provided with the purchase.

4.3 Non-Returnable Items

Unless otherwise required by law, the following items are generally not eligible for return:

• Customized items,
• Resized, repaired, altered, engraved or damages items, or chemically exposed items
• Clearance or final-sale items,
• Opened earrings or pierced jewellery,
• Gift cards, shipping charges, duties, taxes, appraisal fees, certificate fees, and other non-product services.

4.4 Return Shipping Costs

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges duties, and related charges are generally non-refundable.

If HG Jewellery determines that an incorrect item was shipped, the product arrived damaged, or a manufacturing defect existed at the time of delivery, HG Jewellery will provide an appropriate remedy and may reimburse reasonable return shipping expenses.

4.5 Refund Processing

Approved refunds will be issued to the original payment method, normally within 5-10 business days, after the returned item has been inspected and approved. Banking institutions and payment processors may require additional time to complete the transaction.

4.6 Exchanges

Eligible exchanges depend on stock availability. The customer is responsible for any price difference and, and new outbound shipping or associated costs. If the replacement costs less, the difference will be refunded as store credit.

5. Repair and Ring Resizing

Repairs and ring resizing are subject to assessment and may not be available for all jewellery designs or gemstones. Customers will receive a repair estimate and timeline before any work begins. Additional charges may apply if unforeseen issues are discovered during the repair process. Unless covered under warranty, customers are responsible for shipping costs and safely delivering the item to HG Jewellery. Repairs or modifications performed by unauthorized third parties may void any applicable warranty, and HG Jewellery is not responsible for third-party work.

6. Jewellery Care Policy

To help maintain the appearance and durability of your jewellery, we recommend that you:

·       Remove jewellery before swimming, exercising, using sauna,

·       Avoid exposure to perfumes, cosmetics, lotions, acids, and household chemicals,

·       Store jewellery separately in a protective container,

·       Clean jewellery using a soft, dry, non-abrasive cloth.

Certain gemstones require special care and may be more sensitive to moisture, heat, chemicals, and physical impact.

Normal maintenance, including cleaning and replating, is considered part of regular ownership.

7. Pricing and Payment Policy

All prices are displayed in the currency shown at checkout. Applicable taxes will be calculated where required by law. International duties and import charges are separate unless expressly included.

Currency conversion fees and foreign transaction charges imposed by financial institutions remain the responsibility of the customer.

HG Jewellery reserves the right to:

·       Correct pricing errors

·       Update product information

·       Modify promotions

·       Change product availability

·       Discontinue products without prior notice

Promotional offers cannot be combined unless specifically stated.

8. Order Acceptance and Cancellation

Adding a product to your shopping cart does not reserve the item. An order confirmation confirms that we have received your order subject to acceptance.

HG Jewellery may cancel an order for payment failure, suspected fraud, inventory error, legal restriction, delivery risk, or an obvious listing/pricing error.

Cancellation requests should be submitted as soon as possible. Once an order has entered the fulfilment process or has been shipped, cancellation may no longer be possible.

9. Order Website Use and Intellectual Property Users agree not to

“Website content owned by or licensed to HG Jewellery, including HG Jewellery photographs, branding, logos, original designs, product descriptions, graphics, text and other protected materials, may not be copied, reproduced, distributed, modified or used for commercial purposes without applicable permission.”

·       Interfere with the operation of the website,

·       Attempt unauthorized access,

·       Upload malicious software,

·       Misrepresent their identity,

·       Copy or misuse website content.

HG Jewellery is not responsible for third-party systems beyond its reasonable control.

10. Privacy Policy

HG Jewellery highly respects customer privacy and collects, uses, discloses, and protects personal information for legitimate business purposes. HG Jewellery does not sell customers' personal information.

We collect only the information reasonably necessary to:

·       Process orders

·       Deliver products

·       Process payments

·       Respond to customer inquiries

·       Manage returns and warranty claims

·       Prevent fraud

·       Meet legal and regulatory requirements

We may collect identity, contact, and order information, such as name, billing and delivery address, email address, telephone number, order details, payment information, account details, and technical and usage information.

We may share limited information with trusted service providers, including payment processors, shipping carriers, website providers, insurers, and professional advisers when necessary to operate our business, or legally required.

Customers may request access to or correction of their personal information, subject to applicable legal requirements.

11. Limitation of Liability

HG Jewellery is committed to providing quality products and excellent customer service.

However, to the fullest extent permitted by applicable law, HG Jewellery is not liable for indirect, incidental, special, consequential, or punitive loss, or for loss caused by misuse, improper care, third-party services, carrier delays, customs, or events beyond reasonable control. Nothing in these Terms excludes rights or remedies that cannot legally be excluded.

12. Governing Law and Venue

These Terms are governed by the laws of the Province of Ontario and the applicable federal laws of Canada. Any dispute arising under these Terms shall be subject to the jurisdiction of the courts located in the City of Ottawa, Ontario. The parties agree to make reasonable efforts to resolve any dispute through good-faith discussions before pursuing legal proceedings.

13. Changes to Store Policies

HG Jewellery may update these Store Policies and Customer Terms from time to time. The policies in effect at the time an order is placed will generally apply to that transaction.

14. Eligible Purchases

For eligible purchases made directly from HG Jewellery at an exhibition, gem show, trade show, pop-up event or other in-person selling location, the applicable return-request period begins on the date of purchase rather than on a delivery date. Proof of purchase is required. Unless otherwise stated at the time of sale, eligible unworn and unaltered merchandise may be submitted for return consideration within 14 calendar days of purchase, subject to the same eligibility requirements and exclusions contained in this Return Policy.”