Refund & Returns Policy

1. Returns and Exchanges

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.

To help us review your request, please provide:

• Your order number.
• Clear photographs or a video showing the issue.
• A brief description of the problem.

All return and exchange requests are subject to verification and applicable return conditions.

For hygiene and product-condition reasons, jewellery that has been worn, altered, or damaged after delivery may not be eligible for return, except where required by applicable law.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from the product you ordered, please contact us promptly.

After reviewing your request, we may offer an appropriate resolution, such as a replacement, exchange, repair, or refund, depending on the circumstances and applicable law.

Please retain the original packaging until your request has been resolved.

3. Change of Mind

Please check the product description, images, size, colour, and other product details carefully before placing your order.

Returns due to a change of mind, personal preference, or an incorrect selection by the customer may be subject to approval and applicable return conditions.

Any return restrictions will be applied in accordance with applicable consumer protection laws.

4. Refund Eligibility

A refund may be considered in situations such as:

• An eligible order is cancelled before dispatch.
• A product is received damaged, defective, or incorrect.
• An order cannot be fulfilled by us.
• A refund is otherwise required under applicable law.

Refund requests will be reviewed individually. We will communicate the available resolution once the request has been assessed.

5. Refund Processing Time

Once a refund is approved, we will initiate it through the original payment method wherever possible.

The time taken for the refunded amount to appear in your account may depend on your bank, payment gateway, or financial institution.

We will inform you if any additional information is needed to process your refund.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible and provide your order number.

Cancellation may be possible before dispatch. Once an order has been shipped, cancellation may no longer be possible, and the applicable return procedure may need to be followed.

Nothing in this section limits any cancellation or refund rights provided by applicable law.

7. Shipping Costs for Returns

If a return is approved because an item was damaged, defective, incorrect, or otherwise our responsibility, we will explain the return-shipping arrangements.

For other approved returns, responsibility for return-shipping costs will be communicated before the return is completed, subject to applicable law.

Please do not send a product back before receiving return instructions from our customer support team.

8. Non-Returnable Items

Certain items may not be eligible for return where legally permitted, including:

• Products worn or used beyond what is reasonably necessary to inspect them.
• Products damaged through misuse or improper care after delivery.
• Customised or personalised products, subject to applicable law.
• Items identified as non-returnable before purchase, where such restrictions are lawful.

These exclusions do not affect rights you may have under applicable consumer protection laws.

9. Refunds for Failed or Cancelled Orders

If your payment is successful but your order is not confirmed, or if we cancel an order that cannot be fulfilled, we will review the transaction and arrange an appropriate refund where due.

Refund timing may depend on the payment provider and your bank.

10. How to Request a Refund or Return

To request a return, exchange, or refund, please contact us using the details below.

11. Policy Updates

Zenvy Creations reserves the right to update this policy when necessary. Changes will be published on this page with a revised “Last Updated” date.

Any updated policy will remain subject to applicable laws and consumer rights.