Return Policy
Refund & Return Policy
At ZZ Gemz, we strive to ensure that you are completely satisfied with your purchase. Please take a moment to review our return and refund policy below. We only accept returns in the event that your order arrives damaged or incorrect. If this happens, you have 14 days from the delivery date to initiate a return for repair or exchange. Please note that we do not offer refunds under any circumstances.
In the rare instance that your order does not arrive, we will issue a full refund.
Additionally, all CAD design purchases are final and non-refundable. If you choose not to proceed with the creation of your pendant, your deposit will not be returned.
You Can Return Your Order If:
Your Order Arrives Damaged: If your order arrives broken, you can either send it back to us for repairs or take it to a local jeweler, and we will cover all associated repair costs.
You Received the Wrong Item, Size, or Color: If you've received an incorrect item, you can return it at no cost, and we will send you the correct item promptly.
You Cannot Return Your Order If:
You Purchased the Wrong Size: If your necklace or bracelet is too small, you can purchase extra links from us and have a local jeweler extend it. If it's too large, a local jeweler can shorten it. For rings that do not fit, resizing is also available through a local jeweler.
You Do Not Like the Item for Personal Reasons: We cannot accept returns based on personal preferences.
The Item is Scratched, Discolored, or Tarnished After Delivery: We are not responsible for damage that occurs while wearing the item. To maintain its quality, please handle your jewelry with care. If your item does scratch or tarnish, a local jeweler can assist with replating to restore its shine.
Diamonds Fall Out or Become Loose After Delivery: If diamonds are missing, we can provide additional diamonds for you to take to a local jeweler for repair.
Your Chain Twists, Gets Tangled, or Does Not Sit Right: It’s common for chains and necklaces to twist or tangle. To avoid this, lay the necklace flat before picking it up and securing it around your neck without twisting. For a visual guide, check out this YouTube tutorial.
The Bail of Your Pendant Does Not Fit Your Chain or Necklace: You can purchase a new bail from us, which can be fitted by a local jeweler.
Your Product Didn't Arrive Within the Estimated Delivery Time: While we strive for accuracy, we rely on third-party shipping services. Therefore, we cannot issue refunds for delays in delivery.
Claiming Your Jewelry is Not "Real Gold": We offer both solid gold and gold-plated products, as clearly stated in the product details. Please review each product description carefully before purchasing. Claims related to gold-plated items not being "real gold" are not valid.
If you encounter any of the aforementioned issues, please reach out to us via our return portal!
How to Return Your Purchase
To streamline the return process, we have set up a simple and efficient online returns system. Please follow these steps:
1. Visit our returns portal to initiate the process.
2. Complete the return form and submit your request.
3. Our team will review your submission within 1-2 business days and respond accordingly.
4. If approved, we will provide you with a prepaid return label for your convenience.
5. Print the return label and attach it securely to the outside of your shipment.
6. Your return is now ready to be taken to your nearest USPS drop-off point.
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Please declare the value of the shipment between $60-$80; otherwise, you may incur import/export taxes.
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All items must be returned in their original packaged condition for us to process your return. If your order is returned without all original packaging, your exchange or refund may be denied.
We are not responsible for returns lost in transit. We will not compensate for items that do not reach us.
Please note that we do not cover shipping fees for any returns.
We only accept returns shipped via USPS. Kindly provide us with the tracking number as soon as possible so our team can monitor your shipment.
How Long Does It Take to Process a Refund?
We aim to process your refund within 5 business days upon receipt of the returned item at our warehouse. Once your refund is processed, you will receive an email notification.
Please note that it may take an additional 5 business days for the funds to reflect in your account, depending on your bank. If you have not received the funds after this period, please contact your bank directly.
Refunds will only be processed to the same credit card or payment method used for the original purchase.
Can I Edit or Make Adjustments to My Order After Purchase?
Once an order is placed, we are unable to cancel or modify it, as it is sent to manufacturing within moments of confirmation. Unfortunately, we cannot make any changes to items that are already in production.