Refund policy
Last updated July 25, 2026 · Applies to ziusjewels.com
Return window: 30 days (non-personalized) · Personalized items: Final sale* · Refund processing: 10 business days · Contact: ziusjewels@gmail.com
1. Our Return Policy at a Glance
We want you to love your Zius Jewels piece. Because most items are made to order, our return policy distinguishes between non-personalized items and personalized / custom items — please read both sections below before requesting a return.
2. Non-Personalized Items
Non-personalized items may be returned within 30 days of delivery for a refund, provided the item is unworn, unaltered, and returned in its original packaging with all tags and certificates included. This window exceeds the 14-day minimum withdrawal period required under EU consumer protection law, so it also covers our EU customers.
3. Personalized & Custom Items
Items made to your specifications — including engravings, custom sizing, or bespoke stone and metal combinations — are final sale and cannot be returned or refunded for a change of mind. Under EU and UK consumer law, goods made to the consumer’s specifications or clearly personalized are excluded from the standard right of withdrawal, and this policy reflects that exclusion. Personalized items remain covered under Section 5 in the case of a defect or an error on our part.
4. Cancellations
Non-personalized orders can be cancelled free of charge within 24 hours of purchase. After this window, or once production has begun on a personalized item, we are unable to cancel the order.
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered — including personalized pieces — contact us within 14 days of delivery with your order number and photos of the issue. We will replace the item, correct the error, or issue a full refund at no cost to you.
6. How to Start a Return
Email ziusjewels@gmail.com with your order number and the reason for your return. We will confirm your eligibility and provide return instructions. Please do not send items back before receiving return confirmation from us.
7. Refunds
Once we receive and inspect your returned item, we will notify you of the approval status. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take additional time to appear on your statement.
8. Return Shipping
To confirm: state clearly whether the customer or Zius Jewels covers return shipping costs for eligible non-personalized returns, so this section is unambiguous before publishing.
Unless the return is due to our error or a defect, return shipping costs are the customer’s responsibility. We recommend a trackable shipping method, as we cannot be responsible for items lost in transit back to us.
9. Exchanges
We currently handle exchanges as a return followed by a new order, so you can select the exact size, metal, or stone you’d prefer. Contact us and we’ll guide you through the fastest way to do this.
10. Your Rights as an EU/UK Consumer
If you are a consumer based in the EU or UK, nothing in this policy limits any statutory right you may have under your local consumer protection law, including your right to a remedy for goods that do not conform to the contract.
11. Contact Us
Questions about returns or refunds can be sent to ziusjewels@gmail.com.