Refund policy

Return and Refund Policy

Jewellery Returns

We offer free returns for Zen Jewellery within 14 days of receiving your order. Please note:

Returns are accepted only for quality-related issues.

Natural freshwater pearls may have slight surface imperfections or natural textures—these are not considered defects.

If you have concerns about an item, please contact us before purchasing.

If your item arrives damaged or defective, please contact us within 48 hours of receiving your order with a description and clear photographs of the issue. We’ll do our best to resolve it as quickly as possible.

Exclusions

The following items are excluded from returns:

Earrings: Due to hygiene reasons, we do not accept returns for earrings.

Custom Pieces and Made-to-Order: These items are final sale and cannot be returned.

Sale Items: All sale items are final sale and cannot be returned or exchanged.

🚫 Please do not send returns without contacting us first, as return addresses may vary depending on the item.

Return Process

To return an item, please ensure that:

It is unworn and in its original packaging (whether it has tags or not).

Contact us via email at zen@purezenelements.com to initiate the return process.

Photos and videos of the issue are required to assist with handling your request.

Additional Notes

Lost Packages: If your package is lost, we can offer compensation, but proof of loss is required. For international customers, if the package is marked as delivered but you haven’t received it, you will need to obtain proof of delivery from your local post office.

Refunds will be processed through the original payment method.

Zen Beauty & Zen Wellness Products

Due to hygiene and health regulations, we are unable to accept returns on beauty or wellness products unless the item arrives damaged or unusable.
If your item arrives faulty, please contact us within 48 hours of delivery with your order number and clear photos.

If your package shows delivered but you haven’t received it, you will need to obtain proof of delivery from your local post office.

Refunds will be processed through the original payment method.

We want you to love your jewellery, and we’re happy to assist with any questions before you place an order. Feel free to reach out to us at zen@purezenelements.com and we’ll help you make the best choice.

We appreciate your understanding and are always here to help with any concerns.