Overview

At Z5 jewelry (Hong Kong), we are committed to providing you with exceptional lab-grown diamond and moissanite jewelry. We understand that occasionally, you may need to return a product, and we aim to make the process as smooth as possible. Please review our return policy below.

Return Period:

You have a 30-day window from the date of delivery to initiate a return. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

Eligibility:

To be eligible for a return, your jewelry item must be unused, in the same condition as when you received it, and in its original packaging. Any jewelry that shows signs of wear, damage, alteration, or has been engraved may not be eligible for return or exchange.

Return Process:

To initiate a return, please follow these steps:

1. Contact our customer support team: Please reach out to our customer support team within the 30-day return period to inform us of your intention to return your item.
2. Return Authorization: Our customer support team will provide you with a return authorization number and studio address(not office address) on how to proceed with your return.
3. Package your item: Safely package the item(s) you wish to return, ensuring they are well-protected during transit. Please include the return authorization number on the package.
4. Ship your item: Ship the package back to us using a trackable shipping service of your choice. You are responsible for the return shipping costs.
5. After we receive your item,we will contact you as soon as possible.we will provide one time exchange for you. 

Exchange Policy:

We understand that you may prefer a different jewelry item. Therefore, we offer an exchange for an item of equal value or price only. Once we receive your returned item and it meets the eligibility criteria mentioned above, our team will provide you with options for exchanging your item for another product of the same value or price or select a higher price items. You may choose an alternative item from our shop.we only provide one time for exchange item.We provide the same size jewelry for exchange in order to avoid people abuse our return policy.

Refund Process:

If you prefer a refund instead of an exchange, we will process a refund to your original payment method. Please note that a 20% restocking fee will be deducted from the refund amount. The restocking fee covers processing costs and ensures we can continue to provide high-quality products and services.we do not have full refund policy for customers.

Refunds are typically processed within 5 business days of receiving the returned item. The exact timeframe for the refund to reflect in your account may vary depending on your payment provider.

Order Cancellation, Modifications, and Cancellation by Us

All orders placed on our website are for custom-made. Due to the made-to-order nature of our products, cancellations and modifications are subject to the following terms:

Cancellations by Customers:

Customers may request to cancel an order within 8 hours of placing the order.Cancellation requests made within 8 hours require our written approval.

Once an order has exceeded 8 hours, it can no longer be cancelled by the customer and require our written approval.

After 8 hours, we reserve the absolute right to not approve any cancellation requests.If we approve a cancellation request after 8 hours, a 15-20% cancellation fee will apply. This fee will be deducted from any refund issued.

Modifications by Customers:

Customers may request modifications to their order within 8 hours of placing the order.Modification requests made within 8 hours require our written approval.Approved modifications may incur additional charges depending on the scope of changes.We reserve the right to deny modification requests that would impact the production timeline or costs.

Cancellations by Us:

We reserve the right to cancel any order at our discretion.
Reasons for cancellation may include, but are not limited to, inventory shortages, pricing errors, or the unavailability of a custom feature.
If we cancel an order, we will provide a full refund to the customer.

Please note that all of our jewelry is made-to-order and requires 15-25 days for the full production and shipping. Orders cannot be canceled once they have exceeded the 8-hour window.

Non-Returnable Items:

Due to the nature of customization and individualization, engraved jewelry items and purchases over USD2000 unless faulty are not eligible for return or exchange. We encourage you to review all customization details carefully before placing your order.

Contact Us:

If you have any questions or need further assistance regarding our return policy, please don’t hesitate to contact our customer support team. We are here to help.

Z5 jewelry (Hong Kong)