Refund policy

Returns, Refunds & Ring Resizing Policy

At ZGEMS, customer satisfaction is important to us. We are committed to providing quality gemstones, jewellery, and professional customer service. Please review our policies below regarding returns, refunds, and ring resizing services.

Quick Summary
• 14-Day Return Period
• Refunds Available for Eligible Items
• Customers Are Responsible for Return Shipping Costs
• One Complimentary Ring Resizing on Eligible Rings
• Customers Cover All Resizing Postage Costs

14-Day Return Policy

Eligible items may be returned within 14 days of delivery for a refund, subject to the conditions outlined below.

Return Conditions

  • Items must be returned within 14 days of delivery.
  • Items must be unused and in original condition.
  • All original packaging must be included.
  • Any certificates, gemstone reports, appraisal documents, or accompanying materials must be returned with the item.
  • Items must not be altered, resized, damaged, or modified after receipt.
  • Proof of purchase may be required.

Return Shipping

Customers are responsible for all costs associated with returning an item.

  • Return postage costs are payable by the customer.
  • Insurance and tracking services are recommended.
  • The customer remains responsible for the item until it has been safely received by ZGEMS.

Important: Original shipping charges are non-refundable unless the item was received damaged or an incorrect item was supplied.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.

Approved refunds will be processed using the original payment method used for the purchase.

Please allow approximately 5-10 business days for the refund to appear in your account, depending on your bank or payment provider.

Non-Refundable Items

The following items cannot be returned or refunded unless they arrive damaged or incorrect:

  • Custom-made jewellery.
  • Personalised or engraved items.
  • Special-order gemstones sourced specifically for a customer.
  • Custom-cut gemstones.
  • Items modified at the customer's request.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery.

Please provide photographs of the item, packaging, and any visible damage to help us assess and resolve the issue promptly.

Free Ring Resizing Policy

We understand that achieving the perfect fit is important. ZGEMS offers one complimentary ring resizing on eligible rings purchased directly from us.

Complimentary Resizing
One free ring resizing is available within 30 days of delivery for eligible rings purchased from ZGEMS.

Ring Resizing Conditions

  • Available on eligible rings purchased directly from ZGEMS.
  • One complimentary resize per ring.
  • The resizing request must be submitted within 30 days of delivery.
  • The ring must be returned in good condition.

Resizing Shipping Costs

While the resizing service itself is complimentary, customers are responsible for all shipping and postage costs associated with the resizing process.

  • Shipping the ring to ZGEMS.
  • Return shipping from ZGEMS back to the customer.
  • Optional insurance or expedited shipping services.

Important: We strongly recommend using tracked and insured shipping when sending jewellery for resizing.

Resizing Limitations

Certain ring styles may not be suitable for resizing due to their design, construction, or gemstone setting.

  • Eternity bands.
  • Some gemstone-set rings.
  • Complex or heavily engraved designs.
  • Certain custom-made jewellery pieces.

If your ring cannot be resized, our team will discuss alternative solutions with you.

How to Request a Return or Resizing Service

Please contact our customer service team before sending any item back to us.

Include your order number, details of your request, and any relevant photographs if applicable. We will provide further instructions and assist you throughout the process.

Need Assistance?
If you have any questions regarding returns, refunds, ring resizing, gemstones, or jewellery purchases, our team is happy to help.