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Return/Exchange Policy

Returns Policy

At ZelsuJewels, we aim to make returns and refunds hassle-free.

Return and Refund Window:

  • Our return policy is valid for 30 days from the date of delivery.
  • To request a refund, contact us within 21 days post-delivery at hello@zelsujewels.com.
  • Unfortunately, we cannot offer refunds or exchanges after 21 days from delivery.

Exceptions:

  • Customized or personalized orders, including engraved jewellery, are non-returnable and non-exchangeable as they are made to order.

Return Eligibility:

  • Items must be unused, in their original condition, and in the original packaging to qualify for a return.

Refund Process:

  • Once we receive and inspect your returned item, we will notify you via email.
  • Approved refunds will be processed and credited to your original method of payment within one to two days.

Late or Missing Refunds:

  • If you haven’t received your refund, first check your bank account again.
  • Then contact your credit card company and bank as processing times may vary.
  • If you’ve done all of this and still haven’t received your refund, please contact us at hello@zelsujewels.com.

Exchanges:

  • We only replace items if they are defective or damaged. To exchange, email us at hello@zelsujewels.com for the return address.

Gifts:

  • If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the return value. A gift certificate will be mailed once the return is received.
  • If the item wasn’t marked as a gift or was shipped to the gift giver, we will refund the gift giver and they will be informed of your return.

Shipping Returns:

  • Email us at hello@zelsujewels.com for the return address before shipping back any jewelry, loose moissanite, or gemstones.
  • You are responsible for return shipping costs, which are non-refundable. Return shipping costs will be deducted from your refund.
  • Shipping times for exchanged products may vary based on your location.
  • For items over $200, consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee receipt of your returned item.