Refund Policy

Last Updated: April 18, 2026

Welcome to ZEPHONIX (referred to as the "Site", "we", "us", "our", or "ZEPHONIX"). ZEPHONIX is an S925 silver jewelry brand with our own factory, serving both wholesale and retail customers. This Refund Policy (the "Policy") explains our practices regarding refunds, returns, and exchanges.

Please read this Policy carefully. By using or accessing any of the Services on our Site, you agree to be bound by this Policy. If you do not agree to this Policy, please do not use or access any of the Services.

1. 30-Day Satisfaction Guarantee

We offer a 30-Day Satisfaction Guarantee on all items purchased through this Site. You have 30 calendar days from the date of delivery to request a return for a refund. As our items are custom-made, we are not legally obligated to accept returns. However, your satisfaction is very important to us, which is why we proudly offer this guarantee.

2. Return Conditions

To be eligible for a return, the item must meet the following conditions:

The item must be returned in its original packaging;
The tag must still be attached;
The item must show no signs of wear or use;
The item must be in the same condition as you received it.

If we see that there is damage to the gemstones or silver caused by wear or use, the cost of this damage may be deducted from your refund.

3. Return Process

To request a return, please contact us at [email protected] with your order number and reason for return. We will respond to your request within 2 business days with return instructions.

For eligible returns, we will provide a return label. Please return the item in its original packaging using the label provided.

Once your return arrives at our facility, please allow up to 7 business days for us to process and inspect your return. After inspection, we will issue a refund to your original payment method and send you a refund confirmation email.

4. Return Shipping Costs

We provide free return labels for eligible returns. If the return is a result of our error (you received an incorrect or defective item, missing an item, etc.), we will also pay the return shipping costs.

If you choose to use your own shipping carrier, please note that we are not responsible for lost packages, and we cannot issue a refund if your package is lost or damaged in transit. We strongly recommend insuring the package for the full value of the item(s) being returned.

Shipping costs of the original order are non-refundable.

5. Exchange Policy

We offer free exchanges within 30 calendar days of delivery on items purchased through this Site. Exchange eligibility conditions are the same as return conditions: the item must be returned in its original packaging, the tag must still be attached, and the item must show no signs of wear or use.

To request an exchange, please contact us at [email protected]. We will provide a free return label for your exchange request. Once your return arrives, please allow 7 business days for us to process your exchange. We will notify you by email regarding the expected timeline for your exchange.

Please note: After an exchange is made, the original item(s) do not qualify for refunds.

6. Custom Jewelry

All custom jewelry (including engraving, size customization, custom designs, etc.) is final sale and cannot be returned or exchanged unless there is a quality defect. Please carefully review design details before placing a custom order.

If your custom item has a manufacturing defect, please contact us within 7 calendar days of receipt at [email protected] with photos or videos showing the defect. After verification, we will provide repair, replacement, or a partial refund.

7. Sale Items

Sale items, discounted items, and free items are final sale and cannot be returned or exchanged. Gift cards are also non-refundable.

8. Defective Item Guarantee

If you receive an item with a manufacturing defect, please contact us within 6 months of purchase with proof of purchase, and we will provide a special promo code for 50% off the same item.

We offer a 6-month quality guarantee on all S925 silver products, covering manufacturing defects under normal use. This guarantee does not cover damage caused by accident, misuse, normal wear and tear, or unauthorized repairs.

9. Wholesale Orders Terms

Return policies for wholesale orders are governed by the executed wholesale agreement. Generally, wholesale orders are not accepted for return without cause.

For quality-related returns, please contact us within 7 business days of order placement at [email protected] with clear photos or videos showing the defect.

For bulk order exchanges, the exchange quantity must match the original order quantity. For more wholesale terms, please refer to your wholesale agreement or contact our wholesale account manager.

10. EU Consumer Rights

If you are located in the EU, under the EU Consumer Rights Directive, you have the right to cancel your order within 14 days of receiving your item without providing a reason. Exceptions apply to custom-made and personalized items, as well as items that are not suitable for return due to hygiene reasons.

If you exercise this cancellation right, we will refund the standard shipping cost, but return shipping will be at your expense. Please contact us at [email protected] to exercise your cancellation right.

11. Refund Processing Time

Refunds will be processed within 7 business days after we receive and inspect your returned item. The refund will be credited back to your original payment method.

Please note that the time it takes for the refund to appear in your account depends on your bank or payment processor. If you have received a refund approval notice but have not received your refund after 10 business days, please first check with your bank or credit card company, then contact us for assistance.

12. Contact Us

If you have any questions about this Refund Policy or need to request a return or exchange, please contact us at:

📧 Email: [email protected]

🏢 Brand Name: ZEPHONIX