At Z5 jewelry (Hong Kong), we are committed to providing you with exceptional lab-grown diamond 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:
- 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.
- 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.
- 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.
- 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.
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. You may choose an alternative item from our shop.
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 15% 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.
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.
Non-Returnable Items:
Due to the nature of customization and individualization, engraved jewelry items 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)