Refund & Return Policy

1. Policy Overview

Zeliora offers premium jewellery products crafted with careful attention to quality, hygiene, and finishing standards. Due to the personal and sensitive nature of jewellery items, Zeliora follows a strict and transparent return and refund framework. This policy outlines the circumstances under which returns, replacements, or refunds may be considered. By placing an order with Zeliora, the customer acknowledges and agrees to the terms stated in this policy.

2. No Return & No Refund Policy

As a general rule, Zeliora does not accept returns or issue refunds once an order has been successfully delivered. Jewellery items are intimate products and cannot be resold once opened or used. Exceptions to this policy are strictly limited to cases where the error is directly attributable to Zeliora, as outlined below.

3. Eligible Cases for Replacement or Refund

Requests may be considered only under the following circumstances:

• ✓The customer receives an incorrect product different from the one ordered
• ✓The product is received in a damaged or defective condition
• ✓One or more items are missing from the delivered package

4. Claim Reporting Timeline

All claims must be raised within 24 to 48 hours from the date and time of delivery. Claims raised after this period shall not be entertained under any circumstances. Customers are advised to inspect the package immediately upon delivery.

5. Mandatory Proof & Verification

To validate any claim, customers must provide:

• •A clear and uninterrupted unboxing video showing the sealed package being opened
• •Clear photographs of the product, packaging, and shipping label

Claims submitted without sufficient proof or with edited, cut, or unclear recordings shall be rejected.

6. Product Condition Requirement

For eligible cases, the product must:

• •Be unused, unworn, and unaltered
• •Be returned in original packaging with all tags, certificates, and accessories intact

Any sign of wear, damage, tampering, alteration, or usage will render the claim invalid.

7. Refund Conditions

Refunds shall be processed only if a replacement is not feasible. Refunds are limited strictly to the product value paid by the customer. The following charges are non-refundable:

• ✗Shipping or delivery charges
• ✗Cash on Delivery fees
• ✗Payment gateway or processing fees
• ✗Taxes or duties, where applicable

8. Refund Processing Timeline

Approved refunds will be processed within 7 to 10 working days from the date of approval. The actual credit time may vary depending on the customer's bank or payment provider.

9. Non-Refundable Items

The following items are not eligible for return or refund under any circumstance:

• •Customized or personalized jewellery
• •Products purchased during sale or promotional periods
• •Gift items or complimentary products
• •Items showing signs of wear or use