House of Hetian
Assurance Guarantee
The Assurance Guarantee: Rooted in Trust
We understand that our pieces are more than items; they are an extension of your connection to history and artistry. To honor this trust, we offer a satisfaction guarantee that reflects our unwavering commitment to ensuring every collector feels confident and supported in their House of Hetian experience.
If there are any issues with your piece, you may reach out to us within 90 days from delivery at cs@houseofhetian.com.
1. Returns Within 90 Days
We accept returns within 90 days of receiving your order. This period allows you time to inspect your piece and ensure it meets your expectations.
Eligibility For Returns: The item must be unused, in brand new condition, and include all original packaging and accessories—such as the gift box, authenticity card, and dust bag. Returns must be initiated by emailing cs@houseofhetian.com. Our team will guide you through the return process.
Return Location & Shipping Costs: Please note that for change-of-mind returns or returns based on personal preference, all return shipping costs will be the customer's responsibility. We strongly recommend using a trackable shipping service, as House of Hetian cannot be held responsible for any loss or damage incurred during return transit.
Refund Process: Once the parcel arrives at our returns facility, our quality control team will take a few working days to inspect it. Approved refunds are processed only after verification that the product remains in original condition, and are issued in store credits.
2. Exchanges
We offer exchanges for three specific cases:
Exchanges are limited to the same product category. Items may only be exchanged for another item within the same category. For example, a piece of jewelry may only be exchanged for another piece of jewelry. Cross-category exchanges are not permitted.
Change Of Mind / Personal Preference: You may exchange your item for another product of equal or higher value (any price difference will apply). If the selected exchange item is of a lower value, the difference is not refundable. Please note that for change-of-mind returns, returns based on personal preference, or returns due to size issues, all return shipping costs will be the customer's responsibility. Shipping costs for sending the exchanged item to the customer will also be borne by the customer.
Damaged Upon Delivery: Please notify us within 3 days of receiving your order and provide clear photos of the issue. Our team will review the case and offer an appropriate solution based on the nature of the damage.
Manufacturing Defect: If a manufacturing defect is discovered, please inform us promptly upon receipt. Once verified, we will arrange a replacement for you.
For all exchange requests, please email cs@houseofhetian.com. All returned items must be unused, in brand new condition, and accompanied by all original accessories. Once verified, your replacement will be shipped promptly.
3. Non-Refundable Conditions
To keep our pricing fair and our process transparent, no refunds will be provided in the following situations:
Refused Delivery: Where a customer refuses delivery for reasons other than damage.
Missed Deliveries: Where the courier has attempted delivery multiple times and the package is returned to us, or if the customer provided an incorrect or incomplete shipping address.