Our commitment to you does not end at delivery. At Zena Jewellers, we strive to provide each and every guest with an experience that makes them feel confident in their purchase. However, If for any reason you are not satisfied with your purchase, you may return your item based on our current Return and Exchange Policy.
OUR RETURN POLICY
We provide a return policy only for the ‘off-the-shelf’ jewelry items thus the returns of the ‘customized orders’ will not be accepted. In order to exercise the return policy, ship your jewelry item back to us within 10 days of the purchase with the original packaging and a copy of your sales receipt. The return will be accepted only if the item is unaltered or undamaged by the customer.
Preparing Your Return
To return a shipped item to ZenaJewellers.com, please follow these steps.
1. Indicate the reason for your return
2. A Return Merchandise Authorization (RMA) number is required for all returns. You may request an RMA by contacting us via email.
3. Include the packing slip and all original documents in the package.
4. Your packing slip MUST accompany the return.
5. All returns will be inspected by our Quality Assurance team before we can process a refund.
6. Return address will be provided upon request by email only, [email protected] Jewellers.
7. We will issue the refund, not including the shipping cost.
8. Claims for damaged or missing items must be reported immediately. The Zena Jewellers is not responsible for lost or damaged returned shipments.
1. Special order, personalized, and made-to-order merchandise cannot be returned or exchanged for a refund.
2. Watches cannot be returned exchange only within 10 days.
3. Shipping fees are non-refundable.
4. Returns with missing paperwork or product will not be processed
5. Returns will not be accepted if the RMA number not visible on the box.
6. Returns will not be accepted if the tags are removed from the purchased item(s)
7. Engraved or sized items cannot be returned or exchange for or refund.
8. Insuring your return shipment for its full purchase value is strongly recommended. We are not responsible for a lost or stolen package
After Your Return Is Received
Once your returned item entered into our system you will receive a confirmation email alerting you that your return has been passed along to our Quality Assurance Department. Please allow 10 to 15 business days for this process to complete.
If you are expecting a refund, the credit will be submitted to your bank. It may take your bank up to 10 business days to post the funds to your account. Orders paid for through PayPal will be credited back to your PayPal account within two weeks.
Please note that the heavier return volumes can double the normal return processing times.