Return & Refund Policy

At Zienna, every order is carefully prepared and inspected before shipment. We want our customers to feel confident when shopping with us, while also maintaining a fair and transparent return process.

Please read this policy carefully before placing an order.

1. Return Eligibility

We accept return requests only under the conditions described in this policy.

To be eligible for a return, the item must be:

• Unused, unworn, and in the same condition in which it was received;

• Returned in its original packaging, including any gift boxes, cards, accessories, manuals, tags, protective materials, or inserts;

• Free from damage, scratches, signs of use, stains, odors, or alteration;

• Approved by our support team before being shipped back.

Returns sent without prior authorization may not be accepted.

2. Return Window

Customers must contact us within 14 days of receiving the order to request a return.

After this period, we may no longer be able to offer a return, exchange, or refund.

Once a return request is approved, the item must be shipped back within the timeframe provided by our support team. If the item is not returned within that timeframe, the return authorization may expire.

3. Non-Returnable Items

For hygiene, customization, and order-processing reasons, certain items cannot be returned or refunded unless they arrive damaged, defective, or incorrect.

Non-returnable items include:

• Personalized or customized products, including items with names, initials, engravings, birthstones, custom messages, or any made-to-order details;

• Gift boxes, message cards, custom packaging, or upgraded packaging once used or opened;

• Final sale, clearance, promotional, discounted, or limited-time offer items;

• Items damaged due to misuse, improper handling, accidents, exposure to water, chemicals, perfumes, cosmetics, or normal wear and tear;

• Items returned without all original packaging and accessories;

• Orders refused upon delivery or returned due to an incorrect or incomplete address provided by the customer.

If you are unsure whether your item is eligible for return, please contact us before sending anything back.

4. Personalized and Made-to-Order Products

Many Zienna products are prepared as meaningful gifts and may include personalized elements.

Because personalized items are created specifically for each customer, they are generally not eligible for return, cancellation, exchange, or refund once the order has been processed, unless the product arrives defective, damaged, or significantly different from what was ordered.

Customers are responsible for carefully reviewing all personalization details before submitting the order.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at:

contact@zienna.com

To help us review the issue, please include:

• Your order number;

• Clear photos or videos of the item;

• Photos of the packaging;

• A description of the issue.

We may offer a replacement, store credit, partial refund, or refund depending on the situation.

Please do not return damaged, defective, or incorrect items without contacting us first.

6. Return Shipping Costs

Unless the item is confirmed to be damaged, defective, or incorrect due to our error, customers are responsible for all return shipping costs.

Original shipping fees, handling fees, priority processing fees, gift packaging fees, and insurance fees are non-refundable.

We strongly recommend using a trackable shipping service. We are not responsible for returns lost, delayed, damaged, or delivered to the wrong address during return transit.

7. Inspection and Approval

Once we receive your returned item, our team will inspect it carefully.

A refund may be denied or reduced if:

• The item shows signs of use, wear, damage, or alteration;

• The item is missing original packaging, accessories, tags, cards, or inserts;

• The item returned does not match the original order;

• The item was returned outside the approved return window;

• The return was sent without prior authorization.

We reserve the right to refuse any return that does not meet the conditions of this policy.

8. Refund Processing

If your return is approved after inspection, the refund will be issued to the original payment method used at checkout.

Please allow up to 5–10 business days for the refund to appear on your account after it has been processed. Processing times may vary depending on your bank, card issuer, or payment provider.

We are not responsible for delays caused by financial institutions or payment processors.

9. Partial Refunds

In some cases, we may offer a partial refund instead of a full refund.

This may apply when:

• The item is returned with minor signs of use;

• Packaging or accessories are missing;

• The item is not in its original condition;

• The issue does not affect the full usability of the product;

• A customer chooses to keep an item with a minor cosmetic issue.

Partial refunds are reviewed on a case-by-case basis.

10. Exchanges

We may offer exchanges when an item arrives defective, damaged, or incorrect.

Exchanges are subject to product availability. If the same item is unavailable, we may offer a replacement item of similar value, store credit, or another resolution at our discretion.

Personalized items cannot be exchanged due to customer input errors, including misspelled names, wrong dates, incorrect birthstones, wrong messages, or incorrect customization details submitted at checkout.

11. Order Cancellations

Orders may only be canceled if they have not yet been processed, packed, customized, or shipped.

Because we work to process orders as quickly as possible, cancellation requests are not guaranteed.

Once an order has entered processing, production, personalization, packing, or shipment, it can no longer be canceled.

To request a cancellation, contact us as soon as possible at:

contact@zienna.com

12. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping information at checkout.

We are not responsible for orders delayed, lost, returned, or delivered incorrectly due to:

• Wrong address;

• Missing apartment, suite, or unit number;

• Incorrect ZIP code;

• Incorrect recipient name;

• Unclaimed packages;

• Refused delivery;

• Failure to respond to carrier delivery attempts.

If an order is returned to us due to incorrect or incomplete customer information, additional shipping fees may apply to resend the order.

Refunds may not be issued for shipping issues caused by incorrect information provided by the customer.

13. Lost or Delayed Packages

Once an order has been handed to the shipping carrier, delivery times may vary depending on the destination, carrier operations, weather, holidays, customs, or other circumstances outside our control.

If a package is marked as delivered by the carrier, we consider the order delivered. Customers should contact the carrier directly for additional delivery details.

We will do our best to assist, but we are not responsible for packages marked as delivered to the address provided at checkout.

14. Refused or Unclaimed Packages

Orders refused at delivery, unclaimed, or returned to sender may not be eligible for a full refund.

Any costs related to shipping, return shipping, handling, storage, or carrier fees may be deducted from any eligible refund.

15. Chargebacks and Payment Disputes

If there is an issue with your order, we strongly encourage you to contact us first so we can help resolve the matter quickly.

Filing a payment dispute or chargeback without contacting us may delay the resolution process. We reserve the right to provide order records, tracking information, customer communication, delivery confirmation, and policy details to the payment provider as part of the dispute review.

16. How to Request a Return

To request a return, please email us at:

contact@zienna.com

Please include:

• Your full name;

• Order number;

• Email address used at checkout;

• Reason for the return request;

• Photos or videos if the item is damaged, defective, or incorrect.

Our support team will review your request and provide instructions if the return is approved.

Please do not send any item back before receiving return authorization.

17. Policy Updates

We reserve the right to update or modify this Return & Refund Policy at any time. The version published on our website at the time of purchase will apply to the order.

By placing an order with Zienna, you confirm that you have read, understood, and agreed to this Return & Refund Policy.