Zenvia Jewels – Return & Refund Policy

At Zenvia Jewels, we’re committed to offering elegant, stylish, and thoughtfully selected jewelry and fashion accessories designed to bring beauty, confidence, and sophistication to your everyday style.

From timeless necklaces and sparkling earrings to beautiful bracelets, statement rings, stylish watches, and fashionable accessories, we want every purchase to feel special and enhance your personal style.

If something isn’t right with your order, we’ll do our best to make it right — simply, fairly, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

You contact our customer support team within this timeframe.
For change-of-mind returns, the product is unworn, unused, and in its original condition, with original packaging wherever reasonably possible.
The item is damaged, defective, or incorrect.
The product does not match the description provided on our website.
You received an incomplete order or a jewelry item with missing components.
The product has a manufacturing defect, such as a broken clasp, damaged setting, or faulty fastening.

For change-of-mind returns, jewelry and accessories must be unused and suitable for resale, subject to applicable consumer protection laws.

Returns involving faulty, damaged, misdescribed, or incorrectly supplied products will be handled in accordance with applicable consumer protection laws.

🚫 Non-Refundable Items

For hygiene, safety, and quality reasons, certain jewelry and fashion accessories may not be eligible for change-of-mind returns where permitted by applicable law.

These may include:

Jewelry or fashion accessories that have been worn, used, or altered beyond what is reasonably necessary to inspect them.
Earrings and other hygiene-sensitive accessories where a lawful hygiene exception applies, including any required sealed-packaging conditions.
Custom-made, personalized, engraved, or specially modified jewelry.
Rings or other jewelry items that have been resized or altered at the customer’s request, where a legal exception applies.
Products damaged due to improper handling, excessive force, accidental impact, or misuse after delivery.
Items with missing components or packaging where this prevents resale and a lawful restriction applies.
Final-sale or discounted products where change-of-mind returns are lawfully restricted and clearly disclosed before purchase.
Products specifically marked as non-returnable at checkout, where permitted by applicable law.

Important: These exclusions do not affect your statutory rights regarding defective, damaged, misdescribed, or incorrectly supplied products.

📝 How to Request a Return

To request a return or refund, please contact our Zenvia Jewels customer support team and provide:

Your order number.
Your full name and email address used during checkout.
A brief explanation of the issue or reason for the return.
Clear photographs of the jewelry or accessory and its packaging, where applicable.
Details of any damaged, defective, incorrect, or missing items.
Information about any broken clasps, damaged chains, loose decorative stones, or other product issues, where relevant.

Our support team will review your request and guide you through the return process.

🔄 Return & Refund Process

1. Review & Approval

Once your return request is submitted, our customer support team will review the details.

We may request additional information or photographs to verify the issue and determine the appropriate resolution.

If your return is eligible, we will confirm the next steps and provide return instructions.

2. Return Instructions

If your return request is approved, we will provide:

The appropriate return shipping address.
Packaging and shipping instructions.
Any additional information needed to complete your return.

📦 Return Shipping Costs

Return shipping costs are generally the customer’s responsibility for change-of-mind returns, unless otherwise required by law.

Zenvia Jewels will cover reasonable return shipping costs or arrange an appropriate alternative when:

The item is defective.
The product arrived damaged.
The wrong item was delivered.
The product does not match its advertised description and a return remedy is required by law.

Please contact our support team before sending products back so we can provide the correct return instructions and help prevent delays.

Where applicable law provides an independent right of withdrawal, failure to obtain prior approval will not remove that right.

Jewelry Packaging Recommendations

When returning jewelry or fashion accessories, we recommend:

Placing delicate necklaces and chains in suitable packaging to help prevent tangling.
Securing earrings, rings, and bracelets to reduce movement during transportation.
Including all original accessories, components, and certificates where applicable.
Using appropriate protective packaging to minimize the risk of damage during return shipping.

3. Refund Issuance

Once your returned item is received and reviewed, or earlier where required by law:

You will be notified about the status of your refund.
Approved refunds will be issued to your original payment method, unless another method is agreed upon and legally permitted.
Refund processing typically takes 5–7 business days after approval, depending on your payment provider or financial institution.
Additional processing time may apply depending on your payment method and banking system.

Where required by applicable consumer protection laws, refunds will be issued within the legally prescribed timeframe.

📌 Important Notes

Please review the following information before requesting a return:

Contact our customer support team before returning products so we can provide appropriate instructions.
Change-of-mind returns must meet the applicable eligibility requirements.
Jewelry and fashion accessories should be returned in their original condition with all included accessories and components, wherever reasonably possible.
Original shipping fees are generally non-refundable for change-of-mind returns, except where a refund is legally required.
Products showing signs of misuse, unauthorized alteration, accidental damage, or excessive wear after delivery may not qualify for a change-of-mind refund.
Customers are encouraged to review ring sizes, bracelet measurements, necklace lengths, watch specifications, and product descriptions before placing an order.
Certain earrings and hygiene-sensitive accessories may have additional return restrictions where permitted by law.
Jewelry materials and finishes should be cared for according to any applicable product care instructions.
Fraudulent or abusive return requests may be investigated and declined where legally justified.
Nothing in this policy excludes or restricts consumer rights that cannot legally be waived.

💎 Damaged or Incorrect Jewelry & Accessories

At Zenvia Jewels, we understand how important it is to receive the correct jewelry and accessories in excellent condition.

Whether you’re purchasing a special gift, an everyday accessory, or a statement piece, we want your order to meet your expectations.

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

For faster assistance, we recommend reporting visible damage or incorrect items within 48 hours of delivery and providing clear photographs of the product and packaging.

Examples of issues may include:

Broken necklace chains or damaged clasps.
Missing or loose decorative stones.
Bent or damaged earrings.
Broken bracelet fastenings.
Incorrect ring sizes compared with the confirmed order.
Damaged watch components or accessories.
Missing items or incorrect products.

Our team will review the issue and arrange an appropriate resolution, which may include:

A replacement product.
A full or partial refund.
Another suitable solution agreed upon with the customer.

The recommended 48-hour reporting period does not limit your statutory consumer rights regarding defective, damaged, misdescribed, or incorrectly supplied products.

💬 Need Help?

We’re here to help you enjoy a confident and convenient jewelry shopping experience.

If you have questions about returns, refunds, damaged jewelry, sizing concerns, or order-related issues, please visit the Contact Us page on our Zenvia Jewels website.

Our customer support team will be happy to assist you and help ensure your Zenvia Jewels shopping experience remains smooth, simple, and worry-free.

At Zenvia Jewels, your satisfaction, confidence, and personal style are at the heart of everything we do.

We believe every jewelry purchase should feel special, and we strive to provide thoughtful service, clear policies, and dependable support with every order.

Zenvia Jewels – Elegance in Every Detail.