Refund policy
Return & Refund Policy
At Zahelo, every piece is made with a lot of thought, care, and attention to detail. We genuinely want you to love what you receive. Because your piece is made just for you, we have a few return rules to help protect the time and care that goes into it all:
Condition Requirements
To be eligible for a return or refund, the item must be in the exact condition in which it was originally delivered. This includes:
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No signs of wear or use
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No scratches, dents, or alterations
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All original packaging and certification (if applicable) must be returned
Items that do not meet these criteria will not be eligible for a refund or return.
Return & Refund Fee
As our products are custom-made, a non-refundable return processing fee will apply to all approved returns and refunds. This fee helps cover the cost of materials, labor, and restocking associated with custom production.
Eligibility Window
Returns and refund requests must be submitted within 5 calendar days of receiving your order. Any requests made after this window will not be accepted.
Return Process
To initiate a return:
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Contact our customer service team at zahelojewelry@gmail.com within the 5-day period.
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Include your order number, a brief description of the issue, and clear photos of the item.
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If your return is approved, you will receive instructions for securely packaging and returning the item.
Refund Timeline
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund (less the applicable return fee) will be processed to your original method of payment within 7–10 business days.
Non-Returnable Items
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Items returned after the 5-day window
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Items not in original condition
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Custom pieces with personal engravings or non-reversible modifications (unless defective)
By purchasing from Zahelo, you agree to the terms of this Return & Refund Policy. Thank you for your support and understanding!