Exchange and Refund Policy
Last Updated: [24 June 2026]
At ZENA, customer satisfaction is important to us. As our products fall under the fashion jewellery category, we maintain the following exchange and refund policy.
Exchange Eligibility
We offer exchanges within 7 days of delivery.
To be eligible for an exchange:
- The product must be unused and unworn.
- Original packaging must be intact.
- Tags and accessories must be included.
- The product must not show signs of wear, damage, alteration, or misuse.
Complimentary Exchange Pickup
For approved exchange requests, ZENA will arrange one complimentary pickup from the same delivery address.
Non-Exchangeable Items
Exchange requests will not be accepted if:
- The product has been worn.
- Tags have been removed.
- Packaging is damaged or missing.
- The product shows signs of use.
- The request is raised after 7 days of delivery.
Refund Eligibility
Refunds are only applicable under the following circumstances:
- Wrong product received.
- Product received in damaged condition.
- Order lost in transit and confirmed undelivered.
Refunds will not be issued for:
- Change of mind.
- Personal preference.
- Size, colour, or style expectations.
- Minor variations in colour due to screen settings.
Mandatory Unboxing Video
An uninterrupted unboxing video is mandatory for claims relating to:
- Damaged products
- Missing items
- Wrong products received
Claims submitted without an unboxing video may not be approved.
Fashion Jewellery Care Disclaimer
Our jewellery is crafted using premium-quality fashion jewellery materials and finishes.
Fashion jewellery may naturally experience changes in appearance over time due to:
- Exposure to moisture
- Perfumes
- Sweat
- Water
- Chemicals
- Improper storage
Such changes are considered normal wear and are not covered under our exchange or refund policy.
Refund Processing
Approved refunds will be processed to the original payment method within 7-10 business days after approval.