Refund Policy

Last updated: August 2026

At ZEN Jewellery, we want you to be completely happy with your purchase. As every piece is carefully prepared and packaged, we ask that you take a moment to read our returns and refund policy before placing your order.

1. Returns

If you change your mind about your purchase, you may request a return within 14 days of receiving your order, in accordance with applicable UK consumer law.

The item must be:

  • Unworn and unused
  • In its original condition
  • Free from damage, marks or signs of wear
  • Returned in its original packaging where possible
  • Accompanied by your order details

For hygiene and safety reasons, we cannot accept returns of jewellery that has been worn or damaged after delivery.

Return postage

The customer is responsible for the cost of returning an unwanted item or an item purchased by mistake.

We recommend using a tracked and insured postal service, as ZEN Jewellery cannot be responsible for items lost or damaged while being returned.

2. How to Request a Return

Before sending anything back, please contact us through our Contact Us page or by email.

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

We will provide you with the return instructions.

Please do not send an item back without contacting us first.

3. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds are normally processed within 5 business days of the returned item being received and inspected.

Please note that it may take additional time for your bank, credit card provider or payment provider to make the funds available in your account.

4. Original Delivery Charges

For a change-of-mind return, the original delivery charge is generally non-refundable, unless otherwise required by applicable law.

If you are returning an item because it is faulty, damaged or incorrect, please contact us before returning it so we can arrange the appropriate solution.

5. Faulty or Damaged Jewellery

We carefully inspect every item before dispatch.

If your jewellery arrives damaged or faulty, please contact us as soon as possible after delivery.

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs of the jewellery
  • Photographs of the packaging, if the parcel arrived damaged

We will assess the issue and, where appropriate, offer a repair, replacement or refund in accordance with your statutory rights.

Please do not attempt to repair or alter a faulty item before contacting us.

6. Incorrect Item Received

If you receive an item that is different from the one you ordered, please contact us as soon as possible.

We will arrange the appropriate solution and, where the error is ours, we will cover the reasonable return postage costs.

7. Items Lost in Transit

If your order appears to have been lost during delivery, please contact us so that we can investigate the matter with the relevant postal or delivery service.

We may request additional information from you to assist with the investigation.

8. Exchanges

We do not normally offer direct exchanges.

If you would like a different item, you may return your original purchase in accordance with this policy and place a new order for the item you would prefer.

9. Personalised or Custom-Made Jewellery

Personalised, customised or specially made jewellery may not be eligible for a change-of-mind return where an exemption applies under applicable consumer law.

If your personalised or custom-made item arrives faulty, damaged or not as described, please contact us so that we can assist.

10. Natural Gemstones & Variations

Many of our designs contain genuine natural gemstones and freshwater pearls.

Because these materials are naturally formed, variations in colour, pattern, shape, texture and markings are normal.

These natural variations are not considered faults and are part of the unique character of each piece.

No two natural gemstones are exactly alike, which means your jewellery may differ slightly from photographs shown on our website.

11. Jewellery Care & Damage

Our jewellery is handmade and should be handled with care.

Damage caused by misuse, accidents, improper storage, exposure to chemicals, perfumes, cosmetics, water, excessive moisture or normal wear and tear may not qualify for a refund or replacement.

Please follow our jewellery care recommendations to help keep your pieces looking beautiful.

12. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.

If an item is faulty, not as described, or does not meet the required standards, you may have additional rights and remedies under applicable law.

13. Contact Us

If you have any questions about returns, refunds or your order, please contact us before sending your jewellery back.

ZEN Jewellery
United Kingdom

Please use our Contact Us page or the email address provided on our website.

We are a small independent business and genuinely appreciate every order. We will always do our best to resolve any issue fairly and provide excellent customer service.

ZEN Jewellery

Handcrafted with Care.
Inspired by Nature.
Created for You.

🇬🇧 Thank you for supporting British handmade