Return & Refund Policy
Your satisfaction is our top priority. We want you to shop with complete confidence. Please read our return and refund policy carefully before making a purchase.
Return Eligibility
We accept returns under the following conditions:
- The item was received damaged, defective, or incorrect
- The return request is submitted within 30 days of the delivery date
- The item is unworn, unaltered, and in its original packaging with all tags attached
- Proof of purchase (order number or receipt) is provided
Due to hygiene reasons, the following items are non-returnable:
- Earrings (for pierced ears) that have been removed from their original packaging
- Custom or personalized jewelry pieces
- Items that have been resized, engraved, or otherwise altered
- Final sale or clearance items
How to Initiate a Return
- Contact our support team at support@zoorvia.com within 30 days of receiving your order
- Provide your order number, a description of the issue, and clear photos of the item if it is damaged or defective
- Our team will review your request within 1–3 business days and provide return instructions if approved
- Ship the item back using a trackable shipping method in its original packaging. Return shipping costs are the customer's responsibility unless the return is due to our error
- Once we receive and inspect the returned item, we will process your refund or replacement
Refund Policy
Once your return is approved and the item is received:
- Refunds will be issued to your original payment method within 5–10 business days
- You will receive an email confirmation once the refund has been processed
- Please note that your bank or payment provider may require additional time to reflect the refund in your account
- Original shipping fees are non-refundable unless the return is due to our error
Exchange Policy
We offer exchanges for the following situations:
- Wrong item received
- Damaged or defective product upon arrival
- Incorrect style, size, or variant sent by us
To request an exchange, please contact us within 30 days of delivery with your order details and photos of the issue. We will ship the correct item at no additional cost once the original item is returned.
Jewelry Care & Quality
All our jewelry pieces are carefully inspected before shipment. To maintain the quality and appearance of your jewelry:
- Avoid contact with water, perfume, lotions, and harsh chemicals
- Store in a cool, dry place away from direct sunlight
- Remove jewelry before exercising, swimming, or sleeping
- Clean gently with a soft, dry cloth
Please note that tarnishing or discoloration caused by improper care is not covered under our return policy.
Damaged or Lost Packages
- Damaged in transit: If your package arrives damaged, please take photos immediately and contact us within 7 days of delivery. We will arrange a replacement or refund promptly.
- Lost packages: If your tracking shows delivered but you have not received your order, please contact us within 7 days. We will investigate with the carrier and resolve the issue.
Non-Refundable Situations
Refunds will not be issued in the following cases:
- Change of mind after the item has been worn or removed from original packaging
- Tarnishing, discoloration, or damage caused by improper care or storage
- Incorrect shipping address provided by the customer
- Return requests submitted after 30 days of delivery
- Custom, personalized, or engraved jewelry
- Items purchased during final sale or clearance events (unless defective)
Contact Us
If you have any questions about our return and refund policy, our team is happy to help.
- 📧 Email: support@zoorvia.com
- ⏰ Response Time: Monday–Friday, 9:00 AM–6:00 PM (EST)
- Return Address: Name: YANGDUOZHEN GLOBAL TRADE LTD, Address: 69 ABERDEEN AVENUE CAMBRIDGE ENGLAND CB2 8DL
We are committed to making every jewelry experience a positive one. Thank you for shopping with us.