CANCELLATION & REFUND POLICY

If you wish to cancel an order, please contact our customer support team as soon as possible after placing it.

Cancellation requests are subject to the order's processing status:

• Before processing or production: You may request cancellation, subject to confirmation.
• During production: Cancellation may be limited for customized, engraved, resized, or made-to-order jewelry where production has already commenced, subject to applicable law.
• After dispatch: The order generally cannot be cancelled as a shipment already in transit. You may request a return under our Refund & Return Policy, where eligible.

A refund may be available in the following circumstances:

• Your order is cancelled and the cancellation is approved.
• ZELQA cancels an order because a product is unavailable or cannot be fulfilled.
• You receive a damaged, defective, incorrect, or materially misdescribed product.
• Your return is approved under our Refund & Return Policy.
• Your shipment is confirmed lost or undelivered and a refund is determined to be the appropriate remedy.
• A refund is otherwise required under applicable law.

All refund requests will be assessed fairly according to the circumstances, the applicable policies, and your legal rights.

Some ZELQA products may be personalized, engraved, resized, or manufactured according to individual customer requirements.

Once production has started, cancellation or change-of-mind refunds may be restricted where permitted by law and where the relevant conditions were disclosed before purchase.

However, customized products are not automatically excluded from remedies for defective, incorrect, or materially misdescribed items, or from any other rights required by applicable law.

Once your cancellation or return is approved, we will initiate the refund through the original payment method whenever possible.

The process generally involves:

1. Reviewing your cancellation or refund request.
2. Confirming eligibility and any required return or shipping steps.
3. Approving the refund.
4. Submitting the refund to the relevant payment provider.
5. Allowing the bank, card issuer, or payment service to complete the transaction.

We aim to initiate approved refunds within 5–10 business days, unless a shorter period is required by law or another timeframe has been communicated to you.

The time it takes for the money to appear in your account may depend on your bank, card issuer, payment gateway, or payment method.

Refunds will generally be issued to the original payment method used for the purchase.

If that method is unavailable or cannot accept the refund, we will contact you to determine an appropriate alternative, subject to payment-provider requirements and applicable law.

The treatment of shipping charges depends on the reason for cancellation or return and applicable law.

• If ZELQA cancels an order before dispatch, any shipping charge paid for that order will generally be refunded.
• For approved change-of-mind returns, original shipping charges may be non-refundable where permitted by law and where this was disclosed before purchase.
• For defective, damaged, incorrect, or materially misdescribed products, shipping charges and reasonable return shipping costs will be handled in accordance with applicable law and the circumstances of the case.

Any mandatory consumer refund rights take precedence over conflicting policy provisions.

International orders may involve customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

If an order is cancelled or returned, refunds of these charges may be governed by the relevant customs authority or local tax rules. ZELQA cannot guarantee reimbursement of charges collected directly by government authorities or third parties.

Please contact us before returning an international order so that we can provide appropriate instructions.

If your order has not arrived within the estimated delivery window, please contact us with your order number and tracking information.

We will investigate the shipment with the relevant courier. If the shipment is confirmed lost or cannot be delivered, we will assess the appropriate remedy, which may include a replacement or refund under our policies and applicable law.

A delay alone does not automatically mean that an order has been lost.

If your payment fails but the amount appears to have been debited from your account, please contact your bank or payment provider and share the transaction reference with us.

If you are charged more than once for the same order, please provide the relevant transaction details so we can investigate.

Verified duplicate payments or payments collected for orders that were not accepted will be handled through the appropriate refund process, subject to payment-provider procedures and applicable law.

To request assistance:

1. Visit our website at https://www.zelqa.co/.
2. Contact our customer support team using the official contact details listed on the website.
3. Provide your order number, purchase date, and reason for the request.
4. Include photographs or supporting information if your item is damaged, defective, or incorrect.
5. Follow the instructions provided by our team.