01. Our 30-Day Return Window

Customers may request a return for an eligible ZXVQJ™ purchase within 30 days after receiving the item. The period begins upon receipt, not when the order is placed.

To begin, contact service@zxvqj.com within this period with your order number and reason for requesting a return.

This standard return window is subject to the eligibility conditions described below. Mandatory consumer rights relating to defective, misdescribed, or incorrect products remain unaffected.

02. Standard Return Eligibility

For ordinary change-of-mind returns, an eligible item generally must:

• Be the subject of a return request made within 30 days of receipt.
• Remain unused, unworn, and in its original condition.
• Be free of customer-caused alterations, damage, or significant wear.
• Include the original accessories and components supplied with it.
• Be packed securely to prevent damage in transit.
• Be accompanied by the order number or another suitable proof of purchase.
• Be returned according to instructions supplied by our customer support team.

Where applicable law gives customers additional rights, those rights take precedence over a conflicting standard return condition.

03. How to Begin a Return

Do not send merchandise back without contacting us. Our support team will first review your request and provide instructions if a return is appropriate.

04. Damaged, Defective, or Incorrect Items

If your jewelry arrives damaged, incomplete, defective, incorrect, or materially different from the description, contact us promptly after delivery.

Include your order number, a brief explanation of the problem, and clear photographs of the item, its packaging, and the shipping label when possible. Keep the original item and its packaging until we provide instructions.

Following review, an appropriate remedy may include a replacement, exchange, refund, or another legally required solution. Where the issue results from an error attributable to us or the product qualifies for a statutory remedy, we will not impose unlawful return costs.

05. Items That May Be Excluded

For ordinary change-of-mind returns, exclusions may apply where legally permitted and clearly disclosed before purchase. These may include:

• Personalized or custom-made jewelry to which a lawful return exception applies.
• Products altered, damaged, or materially used after delivery.
• Items specifically identified as nonreturnable or final sale where legally permitted.
• Items missing essential parts where the missing components affect eligibility.

For hygiene-sensitive jewelry, any applicable restrictions will depend on the item, the condition in which it is returned, prior disclosures, and local law.

These exclusions do not cancel statutory rights concerning faulty, incorrect, or misdescribed goods.

06. Return Shipping Costs

For standard change-of-mind returns, customers are generally responsible for return shipping costs unless we agree otherwise or applicable law provides a different requirement.

For verified defective or incorrectly supplied products, reasonable necessary return shipping expenses will be addressed as part of the appropriate remedy under applicable consumer protection laws.

We recommend using a trackable return method and retaining the shipping receipt. Jewelry should be packaged carefully and securely to minimize damage or loss during return transit.

07. Review of Returned Products

When an authorized return reaches the designated facility, it may be inspected for identity, completeness, condition, and compliance with the applicable return requirements.

We will communicate the outcome of the review and, where a refund is approved, arrange the relevant refund processing. Returns involving statutory rights are assessed under the requirements applicable to the circumstances.

08. Refund Amounts & Methods

Approved refunds are generally returned to the original payment method where supported. The amount refunded depends on the reason for the return, the relevant order charges, and applicable law.

For standard change-of-mind returns, original shipping charges may not be refundable where legally permitted and appropriately disclosed. For defective or incorrectly supplied goods, the applicable statutory remedy may include additional amounts.

If the original payment method is unavailable, contact our team to discuss an appropriate alternative permitted by the payment provider and law.

09. Refund Processing Time

After a return is approved, we will arrange the refund in accordance with applicable legal and payment processing requirements.

The time needed for funds to appear in your account depends on your bank, payment issuer, and payment processor. We cannot promise a specific posting date controlled by another financial institution.

If you have received a refund confirmation but the amount is not visible after the relevant provider's normal processing period, contact support for assistance.

10. Exchanges & Replacements

Customers wishing to exchange an item or request a replacement should contact support before returning it. Exchanges are subject to product availability and the relevant return or defect circumstances.

If an identical replacement is unavailable, we will explain the alternative options that may be appropriate for the request.

11. Order Cancellations

Contact us as soon as possible if you wish to cancel an order. We will try to assist, but cancellation cannot always be completed once an order has entered fulfillment or been shipped.

If cancellation is not possible before dispatch, the customer may request a return after receipt where applicable. Payment and refund adjustments will follow the relevant transaction requirements.

12. Product Variations & Material Expectations

Product appearance may vary slightly due to screen settings, lighting, and legitimate manufacturing or finishing differences.

Stone colors and decorative brilliance do not establish precious gemstone authenticity. Product material claims are determined by the actual listing specifications. A product that materially differs from its description will be reviewed appropriately.

13. Consumer Rights

Nothing in this policy seeks to limit consumer guarantees, remedies, or cancellation rights that cannot legally be excluded. Where applicable law grants more favorable rights, those rights will apply.

14. Return & Refund Contact

Please email service@zxvqj.com or call +852 6528 5815 with your order number and request details.

Customer Service Hours: 8:00 AM – 10:00 PM Daily.