Refund policy

ORDER CANCELLATION & REFUND POLICY

At Zyuri, we are committed to providing transparency and consistency in our service. Our refund and cancellation policy is applied fairly and uniformly to all purchases, based on the timeline and stage of production. By placing an order with Zyuri, you acknowledge and agree to the terms outlined in this policy, along with our Terms of Service and Conditions.

1. MADE TO ORDER JEWELRY

Our made-to-order jewelry is handcrafted with care and expertise. Cancellations are subject to restocking and processing fees, depending on the progress of your order.

1.1 BEFORE CAD APPROVAL

At this stage, design planning and material sourcing have started.

1.1.a Within 7 Days of Purchase

Partial Refund: Amount paid minus 25% cancellation fee

Store Credit: Full amount paid (no fees)

1.1.b After 7 Days of Purchase

Partial Refund: Amount paid minus 35% cancellation fee

Store Credit: Full amount paid (no fees)

1.2 AFTER CAD APPROVAL

At this point, production is in progress. Materials have been allocated, and your custom jewelry is being crafted.

Partial Refund: Amount paid minus 50% cancellation fee

Store Credit: Amount paid minus 30% cancellation fee

1.3 ONCE YOUR JEWELRY IS COMPLETE

Your custom piece is finalized and ready to ship.

Partial Refund: Amount paid minus 70% cancellation fee

Store Credit: Amount paid minus 50% cancellation fee

2. IN-STOCK JEWELRY

Orders of in-stock items can only be canceled within 24 hours.

2.1 WITHIN 24 HOURS OF PURCHASE

Partial Refund: Amount paid minus 20% fee

Store Credit: Full amount paid (no fees)

2.2 AFTER 24 HOURS

Orders cannot be canceled as they are already prepared for shipment or in transit.

3. LOOSE GEMSTONES 3.1 NATURAL & LAB-CREATED GEMSTONES (Excluding Lab Diamonds) 3.1.a Within 7 Days of Purchase

Partial Refund: Amount paid minus 35% fee

Store Credit: Full amount paid (no fees)

3.1.b After 7 Days of Purchase

Partial Refund: Amount paid minus 50% fee

Store Credit: Full amount paid (no fees)

We offer a 7-day return window (from the day you receive the item) for loose gems. Returns must include all original packaging and certificates. Shipping, customs, and duties (if applicable) are the buyer’s responsibility.

Note: Custom-cut gemstones are final sale and non-refundable.

3.2 LAB DIAMONDS

All lab diamond purchases are final sale and are non-refundable and not eligible for exchange.

4. PAYMENT PLAN CANCELLATIONS

If you are on a payment plan, cancellation fees are calculated based on the total order value, not the amount paid to date. Please refer to Sections 1, 2, and 3 for the applicable terms.

5. RUSH / PRIORITY ORDERS

Rush fees for expedited production are non-refundable and cannot be canceled after purchase.

 

6. RETURNS & EXCHANGES 6.1 LOOSE GEMSTONES

Refer to Section 3 for applicable terms.

6.2 JEWELRY (MADE TO ORDER & IN-STOCK)

We do not accept returns or exchanges for jewelry once purchased. However, we’re happy to work with you to redesign your piece using materials from the original order if desired.

7. DEFECTIVE OR DAMAGED ITEMS

If your item arrives with a manufacturer defect, we will gladly repair or replace it at our discretion under our Manufacturer’s Warranty. Claims must be made within 7 days of receipt, and the piece must be returned in new, unworn condition.

8. RIGHT TO REFUSE SERVICE

Zyuri reserves the right to decline service and cancel any order at any time. If this occurs, a partial refund will be issued, minus applicable fees. We will not tolerate abusive, offensive, or inappropriate behavior towards our team under any circumstances.

 

QUESTIONS?

We’re here to help. Please reach out to our customer service team at support@zyuri.com with any questions or concerns regarding your order.