REFUND & RETURN POLICY

1. Our policy lasts 14 days. If 14 days have gone by since you have received the item, unfortunately, we can’t offer you a refund or exchange. Please make sure that you send off the returned package within 14 days after the item has been delivered to you. If the 14-day period is expired and we still have not received the return shipping update from you, the return will be deemed canceled.

2. To be eligible for a return, your item must be unused and in the same condition that you received it. 

3. Sales items and custom-made items are exempt from being returned. 

4. To complete your return, we may require you to provide a receipt or proof of purchase. 

5. There are certain situations where only partial refunds are granted (if applicable):

(a) item not in its original condition; and/or

(b) item is damaged or missing parts for reasons not due to our error.




Refunds (if applicable) 

6. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

7. If the refund request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days:

(a) The initial shipping costs are non-refundable;

(b) If you use the return label we provide to you to send back the parcel, your refund amount will be the product price reduced by the return shipping costs. 


Late or missing refunds (if applicable) 

8. If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. 

9. If you’ve done all of this and you still have not received your refund yet, please contact us at admin@zeneliajewel.com.


Sale items (if applicable) 

10. Unless the product is faulty, only regular priced items are eligible for refund or exchange, unfortunately, sale items cannot be refunded. 


Exchanges (if applicable) 

11. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@zeneliajewel.com and send your item to:

Zenelia Jewel,
PO Box 164, 
Collins Street West, VIC 8007
AUSTRALIA


Return Shipping 

12. To return your product, you may contact us at admin@zeneliajewel.com for a return label (available for Australian returns only ) or mail your product to: 

Zenelia Jewel,
PO Box 164, 
Collins Street West, VIC 8007 
AUSTRALIA

Please make sure that you send off the package within 14 days after the item has been delivered to you. If the 14-day period is expired and we still have not received the return shipping update from you, the return will be deemed canceled and any shipping labels that we provided may be rendered void.

13. You will be responsible for paying for your own shipping costs for returning your item and if you use the return shipping label provided by us, your eligible refund amount will be reduced by AUD$5 for the return shipping cost. Unless the reason for the return is that the product is faulty.

14. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

15. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.