REFUND & RETURN POLICY

Eligible, non-customized jewelry may be returned by submitting a return request within 7 calendar days of delivery.

To qualify for a return, the item must:

• Be unused, unworn, and in its original condition.
• Be returned with its original packaging, certificates, accessories, and other included items.
• Not show signs of damage, alteration, resizing, or misuse after delivery.
• Be accompanied by the original order number or proof of purchase.

All returned items are subject to inspection before a return, replacement, or refund is approved.

This return window does not limit any rights or remedies available to customers under applicable consumer protection laws.

The following items are generally not eligible for returns solely because a customer has changed their mind:

• Personalized or engraved jewelry.
• Custom-designed or made-to-order jewelry produced according to the customer's specific requirements.
• Jewelry resized, altered, or modified at the customer's request.
• Items damaged through improper use, accidental damage, or unauthorized modification after delivery.

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

The 48-hour reporting request helps us investigate shipping and quality issues promptly. It does not remove any legal rights you may have if you report a problem later.

After reviewing your claim, we will advise you about the appropriate solution, which may include a replacement, repair, return, or refund, depending on the circumstances and applicable law.

Where the problem is attributable to ZELQA or the item is otherwise eligible for a remedy under applicable law, we will arrange or cover reasonable return shipping costs as required.

To request a return or report an issue:

1. Contact our customer support team through the contact details provided on our website.
2. Include your order number and the reason for the request.
3. Attach photographs if the item is damaged, defective, or incorrect.
4. Wait for our return instructions and authorization before shipping the item back.
5. Pack the jewelry securely and follow the return instructions provided by our team.

Change-of-mind returns: Unless otherwise stated at checkout or required by law, the customer is responsible for reasonable return shipping costs.

Incorrect, damaged, or defective items: ZELQA will cover or reimburse reasonable return shipping costs where the issue is attributable to us or where required by applicable law.

For international returns, customers should contact us before shipping the item to confirm the return method and documentation requirements. Any customs declarations must accurately describe the returned merchandise.

Once an approved return has been received and inspected, we will notify you of the outcome.

If the refund is approved:

• The refund will generally be issued to the original payment method.
• We aim to initiate the refund within 5–10 business days after approval.
• The time taken for the amount to appear in your account depends on your bank, card issuer, payment provider, or other payment service.
• If the original payment method cannot receive the refund, we will contact you to discuss an appropriate alternative, subject to applicable law and payment-provider requirements.

Any refund amount and treatment of original shipping charges will be determined according to the reason for the return, the applicable policy, and applicable law.

If you would like to exchange an eligible item for another design or request a replacement, please contact our customer support team.

Exchanges depend on product availability and the condition of the returned item. Customized products may not qualify for change-of-mind exchanges.

Where an item is defective, incorrect, or damaged, we will assess the issue and provide an appropriate remedy in accordance with applicable law.

Where a return is due to a defective, incorrect, or materially misdescribed item, ZELQA will work with the customer to determine an appropriate remedy and shipping arrangement.

Customs duties, taxes, and other charges paid to the destination country's authorities may be subject to separate refund rules. Their recovery cannot be guaranteed by ZELQA.

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 package is confirmed lost or another delivery issue requires a refund or replacement, we will resolve the matter in accordance with our shipping policy and applicable law.