Return, Exchange & Refund Policy

1. Overview

At Zuvelio, every piece of jewellery is crafted to order with precision and care. This Return, Exchange & Refund Policy governs all purchases made through www.zuvelio.com and applies globally. By placing an order, you acknowledge and agree to the terms set out below.

This policy is designed to be fair to both our customers and our business. We offer a structured 30-day return window for eligible items, a clear exchange process, and transparent refund timelines — while protecting against practices that result in financial loss to our workshop and artisans.

2. 30-Day Return Window

You may request a return within 30 calendar days from the confirmed date of delivery of your order. Requests made after 30 days will not be accepted, except in cases of confirmed manufacturing defects.

To initiate a return, you must contact us at sales@zuvelio.com before sending any item back. Items returned without prior written authorisation will not be accepted and will not be eligible for a refund.

3. Eligibility for Returns

To qualify for a return, the item must meet all of the following conditions:

• The item is unworn, unused, and in the exact condition in which it was received.
• The item is returned in its original packaging, including all boxes, pouches, and protective materials.
• All original gemstone or diamond certificates, grading reports, and authenticity documentation are included. Returns without certificates may be partially refunded or rejected.
• The original receipt or proof of purchase is included.
• The item has not been resized, engraved, altered, or modified in any way after delivery.
• A Return Authorisation Number (RAN) has been issued by our team prior to the item being sent back.

Failure to meet any of these conditions may result in a partial refund or outright rejection of the return at our sole discretion.

4. Items NOT Eligible for Return, Exchange, or Refund

The following categories are strictly non-returnable and non-refundable under any circumstances:

• Custom-made, modified, or personalised items — This includes any ring or jewellery piece produced to a specific customer design, custom stone selection, custom metal choice, or non-standard specification. We guide every custom customer through a comprehensive design approval process before production begins. Once a custom item has been approved and produced, it cannot be returned or exchanged.
• Engraved items — Any item that has received an engraving of any kind (name, date, initials, message, or other inscription) after order placement.
• Earrings — For hygiene and health and safety reasons, pierced earrings cannot be returned or exchanged unless they arrive confirmed faulty or damaged.
• Items worn, resized, repaired, or altered by a third party after delivery.
• Items returned without prior Return Authorisation from our customer service team.
• Items returned without original certificates or documentation.
• Rush production fees — Non-refundable once production has commenced, which is typically within 24 hours of order placement.
• Express shipping fees — Non-refundable once the item has been dispatched from our workshop.

5. Cancellation Policy

Because our jewellery is made to order, cancellation windows are strictly observed.

5.1 Standard Orders

For standard (non-custom) orders, you may request cancellation within 24 hours of placing your order, provided that production has not yet commenced. After 24 hours, cancellation may not be possible if your order has entered the production queue.

5.2 Custom and Personalised Orders

For custom-made or personalised orders:

• Cancellation within 48 hours of order placement: No charge. Full refund issued.
• Cancellation after 48 hours but before dispatch: A cancellation fee of 15% of the total order value will be charged to cover materials and labour already committed. The remaining balance will be refunded.
• Cancellation after dispatch: Not possible. The return process in Section 7 applies, subject to eligibility. Note that custom items are not eligible for return — see Section 4.

5.3 Cancellations by Zuvelio

Zuvelio reserves the right to cancel any order at any time prior to dispatch for the following reasons:

• The item is out of stock or the specified materials are unavailable.
• A pricing or product description error occurred on the website.
• Payment could not be confirmed, was flagged as suspicious, or was reversed by the payment provider.
• The order is suspected to involve fraud or misrepresentation.
• An event beyond our control (force majeure) prevents fulfilment.

In all Zuvelio-initiated cancellations, a full refund will be issued to the original payment method within 5–7 business days.

6. Anti-Abuse Provisions

6.1 Comparative Purchasing — Strictly Prohibited

Comparative purchasing is defined as ordering multiple items with the intent of keeping one and returning the rest. This practice is strictly prohibited at zuvelio.com.

Our products are made to order. Comparative purchasing causes direct financial harm to our artisans, results in items that cannot be resold, and increases costs for all customers. Zuvelio reserves the right to identify and block suspected comparative purchase orders, refuse return authorisation, cancel future orders, and decline service to customers who engage in this practice.

6.2 One Return Per Order

Only one return is permitted per order. Multiple partial returns from a single order are not permitted.

6.3 Complimentary Gift Deduction on Return

If your order included a complimentary gift or free promotional item (e.g., a free gift with orders over $1,000 USD), and a return causes your order value to fall below the promotional threshold, Zuvelio reserves the right to deduct the retail value of the complimentary gift from your refund, unless the gift is also returned unused and in its original condition.

Note: Complimentary earrings are non-returnable for hygiene reasons. If your return triggers a fall below the promotional threshold, the retail value of the earrings will be automatically deducted from your refund.

7. Return Process — Step by Step

8. Exchange Policy

We want you to love your Zuvelio jewellery. If you would like a different item and your original purchase is eligible for return under Section 3, the process is as follows:

1. Follow the return process in Section 7 to return the original item.
2. Once your return is inspected and approved, place a new separate order for the item you wish to receive.

We do not process direct swaps. This ensures you can select exactly what you want with full availability and pricing transparency.

For defective or incorrectly sent items, we will arrange a direct replacement at no cost to you — see Section 9 below.

9. Damages, Defects, and Wrong Items

Please inspect your order immediately upon receipt. If your item arrives damaged, defective, or is not what you ordered, contact us within 48 hours of delivery at sales@zuvelio.com with:

• Your order number
• A clear description of the issue
• Photographs clearly showing the damage, defect, or discrepancy

We will evaluate the issue and, where a manufacturing defect or transit damage is confirmed, arrange a replacement at no additional cost to you. If a direct replacement is not possible, a full refund will be issued.

For wrong items received: do not wear or alter the item. Contact us immediately and we will arrange collection and dispatch of the correct item at our expense.

10. Refunds — Timeline and Process

Once your return has been received and inspected by our team:

• You will receive an email notification confirming approval or rejection of your refund.
• If approved, the refund will be automatically applied to your original payment method within 7–10 business days.
• Please allow an additional 3–5 business days for your bank or card provider to post the credit to your account.
• If more than 15 business days have passed since your refund was approved and you have not received it, please contact us immediately at sales@zuvelio.com.

Refunds are issued only to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or via an alternative method.

11. Partial Refunds

In certain circumstances, only a partial refund may be granted. This includes:

• Items returned with missing or damaged original packaging.
• Items returned without original gemstone or diamond certificates.
• Items showing signs of use, wear, or handling beyond what is necessary to assess the item.
• Returns where a complimentary gift has not been returned and the order value falls below the promotional threshold.

The partial refund amount will be determined at our sole discretion following inspection, and you will be notified of the amount before it is processed.

12. European Union — 14-Day Statutory Right of Withdrawal

If your order is delivered within the European Union, you have the statutory right to withdraw from the contract and return your order within 14 calendar days of delivery, for any reason and without providing justification, in accordance with EU Directive 2011/83/EU.

The item must be returned in the same condition as received — unworn, unused, with original tags, packaging, and proof of purchase. Return shipping costs are the customer's responsibility unless the item is defective.

13. Contact Us

For all return, exchange, and refund queries, please contact us through any of the following: