Refund Policy

Last updated: April 18, 2026

At Genz Jewellery, every piece is crafted with care and quality is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please read our Refund & Return Policy carefully before making a purchase.

1. Return Eligibility

We accept returns under the following conditions:

  • The return request is made within 7 days of receiving your order.
  • The item is unused, unworn, and in its original condition.
  • The item is returned in its original packaging with all tags intact.
  • A valid proof of purchase (order ID or confirmation email) is provided.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Items that have been worn, resized, or altered.
  • Custom-made or personalised jewellery.
  • Sale or discounted items marked as "Final Sale".
  • Items damaged due to misuse, improper care, or accidents after delivery.
  • Gift cards.

3. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at genzjewellery.official@gmail.com with:

  • Your order ID.
  • Clear photographs of the damaged or defective item.
  • A brief description of the issue.

We will arrange a free replacement or full refund depending on stock availability and your preference.

4. How to Initiate a Return

To start a return, follow these steps:

  1. Email us at genzjewellery.official@gmail.com with your order ID and reason for return.
  2. Wait for our team to review and approve your request (within 1–2 business days).
  3. Once approved, securely pack the item and ship it to the address provided by our team.
  4. Share the tracking number with us after dispatch.

Note: Return shipping costs are borne by the customer unless the return is due to a defect or our error.

5. Refund Process

Once we receive and inspect the returned item, we will notify you via email. If approved:

  • Refunds are processed within 5–7 business days of approval.
  • The refund will be credited to your original payment method.
  • Depending on your bank or payment provider, it may take an additional 3–5 business days to reflect in your account.
  • Original shipping charges are non-refundable unless the return is due to our error.

6. Exchange Policy

We offer exchanges for a different size or style of the same item, subject to availability. To request an exchange, follow the same process as a return (Section 4) and mention "Exchange" in your email. If the replacement item has a different price:

  • If it costs more — you will be asked to pay the difference.
  • If it costs less — the difference will be refunded to your original payment method.

7. Cancellations

Orders can be cancelled within 2 hours of placement for a full refund. Once an order moves to "Processing" or has been dispatched, it cannot be cancelled. To cancel, email us immediately at genzjewellery.official@gmail.com with your order ID.

8. Care & Warranty

All Genz Jewellery pieces come with a 30-day craftsmanship warranty covering manufacturing defects. This warranty does not cover normal wear and tear, tarnishing due to exposure to chemicals (perfumes, lotions, saltwater), or physical damage. For warranty claims, contact us with your order ID and photos of the issue.

9. Contact Us

Have questions about your order or this policy? Our team is happy to assist.

  • Email: genzjewellery.official@gmail.com
  • Response Time: Within 24–48 business hours
  • Store Hours: Daily 11:00 AM – 7:00 PM (PKT)
  • Location: Karachi, Sindh, Pakistan