RETURN & EXCHANGE POLICY

At Heal Your Qi, every piece is thoughtfully curated, prepared, and packed with care. Many of our products are personalised, energised, handcrafted, or specially prepared for you, and therefore our return policy varies depending on the nature of the product.

Please read the policy below carefully before placing your order.

For any questions or assistance with a return, defect, sizing, or jewellery warranty, please reach out to us at contact@healyourqi.com.

1. GENERAL RETURN POLICY

We accept returns only for products that are received broken, damaged, defective, or incorrect.

To help us resolve any such issue quickly:

• Please record a clear, continuous video while opening your package, starting from the sealed parcel and continuing until the product has been fully unpacked.
• The product, packaging, and any damage or defect should be clearly visible in the video.
• An unboxing video is required for us to assess and process claims relating to damage or defects. Claims without appropriate opening documentation may not be accepted.
• Once a return is approved, the eligible amount will be provided as store credit. We do not offer cash refunds.
• Sale, discounted, clearance, or promotional products are not eligible for return, except where the product has been received broken or defective.
• Please contact us at contact@healyourqi.com as soon as possible after receiving your order if you notice any issue.

Please do not ship anything back to us before receiving confirmation from our team.

2. SKINCARE

Our skincare products are made with carefully selected natural ingredients and without preservatives. Because of their fresh, preservative-free formulation, opened skincare products cannot be returned or exchanged.

For hygiene, safety, and product integrity:

• Skincare products must be unopened and unused to be eligible for a return, where applicable.
• Once a skincare product has been opened, it is non-returnable and non-exchangeable.
• If you receive a skincare product that is broken, damaged, defective, or incorrect, please contact us with a clear unboxing video so our team can assist you.

Approved eligible returns will be issued as store credit.

3. BEADED BRACELETS

Our beaded bracelets are not simply packed and shipped as regular products. Each bracelet is energised and prepared specifically in your name and with your intention before it reaches you.

For this reason, beaded bracelets are non-returnable and non-exchangeable.

We recommend carefully checking your wrist measurement and selecting the appropriate size before placing your order.

Bracelet Size Customisation

Our standard bracelet size is 6–6.5 inches.

If your wrist size falls outside this range, we recommend selecting the customisation option at the time of purchase so that your bracelet can be prepared specifically for you.

If you require size customisation after your order has already been placed, it may still be possible depending on the stage of preparation. In such cases, the to-and-fro postage/shipping costs will be borne by the customer.

Because each bracelet is individually energised and prepared, customised bracelets remain non-returnable and non-exchangeable.

4. GOLD-PLATED JEWELLERY

We stand behind the quality of our gold-plated jewellery and offer a lifetime warranty on the plating.

If you experience an issue with the plating during the lifetime of your jewellery, simply reach out to us at contact@healyourqi.com with your order details.

You are entitled to up to 3 complimentary replatings over the lifetime of the jewellery.

Our team will guide you through the replating process and let you know how to send the piece to us.

Please note that this is a plating warranty only. It is not a general return, exchange, or refund policy and does not cover loss, theft, accidental damage, breakage, or changes to the jewellery unrelated to the plating.

5. OTHER PRODUCTS

For products that do not fall under the specific categories mentioned above, our general return policy applies.

Eligible non-sale products may be returned provided they are:

• Unopened
• Unused
• In their original condition
• In their original packaging, wherever applicable

Approved returns will be issued as store credit. Cash refunds are not provided.

Sale & Promotional Products

Products purchased during a sale, discount, clearance, or promotional offer are not eligible for return, except where the product is received broken or defective.

Damaged or Defective Products

If an eligible product arrives broken, damaged, defective, or incorrect, please refer to our General Return Policy, including the requirement for an unboxing video.

6. STORE CREDIT

Where a return is approved, the applicable amount will be issued as Heal Your Qi store credit rather than a cash refund.

Store credit may be used towards a future purchase from Heal Your Qi and cannot be exchanged for cash.

7. IMPORTANT NOTES

• All returns and return claims are subject to approval by Heal Your Qi.
• Please contact us before sending any product back. Unauthorised returns may not be accepted.
• Products that have been used, opened, altered, damaged after delivery, or returned without their required original packaging may not be eligible for return.
• For personalised, customised, or specially prepared products, additional return restrictions may apply as specified above.
• We reserve the right to decline a return where the product does not meet the applicable eligibility criteria.

For all return-related queries, please contact:

contact@healyourqi.com

We’re always happy to help and will do our best to make the process as smooth as possible.