Returns & Refunds Policy

At The Zuri Collection, each piece is handcrafted in sterling silver. We want you to be happy with your order, but because we are based in Zimbabwe and many of our pieces are handmade, customised, or made to order, our returns policy is designed to be clear, fair, and practical.

1. Returns on standard, non-custom items

For standard jewellery items that have not been customised, engraved, resized, personalised, or specially made for you, we accept return requests within 14 days of delivery.

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

• Unworn
• Undamaged
• In its original packaging
• Returned with any gift packaging, certificates, or accompanying materials
• In resaleable condition

You must contact us before sending anything back. Items returned without prior approval may not be accepted.

2. Custom, personalised, engraved, GPS, and made-to-order items

We do not accept returns, exchanges, or cancellations on customised or personalised items unless the item is faulty.

This includes, but is not limited to:

• GPS coordinate jewellery
• Engraved jewellery
• Custom-sized rings or bangles
• Birthstone or specially requested stone pieces
• Made-to-order designs
• Bespoke or altered pieces
• Items made specifically to your instructions

Please check all custom details carefully before placing your order.

3. Faulty or defective items

If your item arrives faulty, damaged, or not as described, please contact us within 7 days of delivery with:

• Your order number
• Clear photographs of the issue
• A description of the fault

If the item is confirmed to have a manufacturing defect, we will offer a repair, replacement, store credit, or refund, depending on the circumstances.

Manufacturing defects do not include:

• Normal wear and tear
• Damage caused by accident, misuse, impact, bending, pulling, or improper storage
• Tarnishing caused by normal exposure to air, moisture, perfumes, lotions, chemicals, swimming pools, or cleaning products
• Damage caused by a third-party jeweller or repairer
• Incorrect sizing where the customer supplied the wrong size

4. Return shipping costs

Unless the item is confirmed to be faulty, the customer is responsible for all return shipping costs.

For international returns, the customer is also responsible for any customs duties, taxes, courier charges, or clearance fees related to the return.

We strongly recommend using a tracked and insured courier service. We are not responsible for items lost or damaged in return transit.

5. Refunds

Once we receive and inspect the returned item, we will notify you whether the return has been approved.

Approved refunds will be processed to the original payment method where possible.

Original delivery charges are not refundable unless the item is confirmed to be faulty or incorrectly supplied.

Refunds are normally processed within 14 days of receiving the returned item, but the time it takes to appear in your account will depend on your bank or payment provider.

6. Exchanges

Exchanges may be offered at our discretion on standard, non-custom items only.

Custom, engraved, personalised, GPS, made-to-order, and altered items cannot be exchanged unless faulty.

7. How to request a return

To request a return, please contact us at:

admin@thezuricollection.com 

Please include:

• Your order number
• Your name
• The item you wish to return
• The reason for the return
• Photographs, if the item is faulty or damaged

We will reply with return instructions if your return request is approved.

Please do not send items back before receiving return approval from us.