Replacement Policy

1. No Returns, No Refunds

All sales are final. We do not accept returns and we do not issue refunds under any circumstances. The only remedy available is a replacement, and only when the specific conditions in this policy are met.

2. When a Replacement Applies

A replacement is available only if the item you received has one of the following genuine issues:

• Wrong item — the design delivered is different from the one you ordered.
• Wrong chain length — the length delivered is different from the length you ordered.
• Manufacturing defect — a genuine fault such as a broken clasp, a faulty bail, or chipped enamel on arrival.

3. Mandatory Unboxing Video (required proof)

To apply for a replacement, you MUST record a clear unboxing video at the time of opening the parcel. This video is required as solid proof that you received a wrong or defective item — claims submitted without a valid unboxing video cannot be accepted.

The video must be:

• A single, continuous recording with no cuts or edits.
• Starting from the sealed, unopened package — clearly showing the shipping label.
• Clearly showing the piece being taken out and the exact issue (wrong item, wrong chain length, or defect).

4. What is not covered

Our pieces are silver-plated alloy. Gradual dulling of the finish through normal wear, and damage caused by water, perfume, sweat or household chemicals, are not manufacturing defects and are not covered. Our Care & Materials page explains how to keep the finish for as long as possible.

5. Replacement Window

A replacement request must be initiated within 7 days from the date of delivery. Requests raised after 7 days from delivery will not be entertained.

6. How to Apply

Within 7 days of delivery, contact our support team with your order number and the unboxing video. You can reach us via our Contact page or by email at zoreyajewels@gmail.com. Our team will review your claim and share the next steps.

7. Courier Pickup

Once your replacement claim is approved, we will arrange a courier pickup of the wrong or defective piece from your delivery address. Please keep it packed securely in its pouch, with the hang tag still attached and all original packaging ready for collection.

8. Inspection & Dispatch

After our courier collects the item and our team completes inspection and verification, we will dispatch the correct replacement product to you. A replacement is shipped only after the returned item passes inspection.