Return & Refund Policy

Last updated: 27 October 2025

At GenZ Jewellery, customer satisfaction is our top priority. We take great care in crafting and inspecting every piece before it reaches you. If you are not completely satisfied with your purchase, we’re here to help with a fair and transparent return policy.

1. Eligibility for Returns

To be eligible for a return:

  • Your item must be unused, unworn, and in the same condition that you received it.

  • It must be returned in its original packaging, including any jewelry boxes, pouches, authenticity cards, and tags.

  • You must initiate the return within 7 days of receiving your order.

Note: For hygiene and safety reasons, earrings and piercings are non-returnable unless the item arrives damaged or defective.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Customized or personalized jewellery (e.g. name necklaces, engraved pieces, made-to-order designs).

  • Items purchased on sale, clearance, or during promotional events.

  • Gift cards or digital products.

3. Damaged or Defective Items

If your item arrives damaged or you receive the wrong product:

  1. Please contact us within 48 hours of delivery.

  2. Provide your order number and clear photos of the damaged or incorrect item.

  3. Once verified, we will arrange a replacement or full refund (including shipping, if applicable).

We may request you to return the defective item before sending a replacement.

4. Return Process

To initiate a return:

  1. Visit our Contact Us page and submit your return request.

  2. Our team will respond within 1–2 business days with next steps and the return shipping address.

  3. Carefully pack your item in the original packaging and ship it back to us using a trackable courier service.

Please note:

  • The customer is responsible for return shipping costs, except in cases where the product is damaged or incorrect.

  • We are not responsible for items lost or damaged during return shipping.

5. Refunds

Once we receive and inspect your returned item, we will notify you via email.
If approved, your refund will be processed to your original method of payment within 7–10 business days.

Refund timelines may vary depending on your bank or payment provider.

6. Exchanges

We currently offer exchanges only for defective or incorrect items.
If you wish to exchange for a different size or design, please request a return and place a new order.

7. Order Cancellations

Orders can only be cancelled within 12 hours of purchase, provided they have not yet been shipped or processed.
Once shipped, the order cannot be cancelled and will fall under our standard return policy.

8. Contact Us

If you have any questions or concerns about your order or return, please contact us through our Contact Us page. Our support team will be happy to assist you.