Refund Policy
Because gemstones are high-value, unique items, our refund and return policy is designed to protect both our customers and our business.
Conditions for Return
Returns are accepted only if the gemstone is:
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Damaged in transit.
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Defective (e.g., incorrect product sent).
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Significantly different from the description.
Returns must be initiated within 7 days of delivery.
Exclusions
Returns are not accepted for:
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Change of mind.
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Custom or special-order stones.
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Stones that have been altered, resized, or tampered with after delivery.
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Natural inclusions, internal features, or slight color variations, which are common in natural gemstones.
Return Process
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Contact our support team at support@zeno-co.com with your order number, photos/videos, and reason for return.
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Our team will review and confirm eligibility.
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If approved, return shipping instructions will be provided.
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The item must be returned in its original packaging with certificates and documents intact.
Refunds
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Refunds will be issued to the original payment method within 10–15 business days of return approval.
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Shipping costs, customs duties, and handling fees are non-refundable, unless the return is due to our error.
Replacements & Exchanges
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In some cases, customers may opt for a replacement or credit toward another gemstone of similar value.
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Exchange approval is subject to product availability.
Insurance Responsibility
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Until the returned item is received and verified, it remains the responsibility of the customer. We recommend using an insured courier when returning items.