If you decide that your purchase is not suitable, you may return your item for a full refund within twenty-eight (28) days from the date your order was delivered.

To qualify for a full refund, the jewellery must meet all of the following conditions:

• The jewellery box and packaging must remain unopened and untampered with.
• The jewellery must be completely unworn and unused.
• The item must be returned in its original condition.
• All original tags, certificates, protective materials and packaging must be included.
• The item must not show any signs of wear, damage, scratches, resizing, alteration or repair.
• Proof of purchase or your original order confirmation must accompany the return.

For quality assurance reasons, any item that has been opened, worn, used, altered or damaged will not qualify for a refund.

QZAL reserves the right to inspect all returned items before approving any refund.

To begin your return, please contact our Client Services team within 28 days of receiving your order by emailing:

info@qzaljewellery.com

Please include:

• Your order number
• Your full name
• The reason for your return

Once your request has been approved, we will provide detailed return instructions.

Returns sent without prior authorisation may not be accepted.

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved:

• Your refund will be processed to your original payment method.
• Original standard shipping charges (if applicable) will also be refunded.
• Please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.

If the returned item does not meet our return requirements, the refund may be refused and the item will be returned to you.

We understand that sometimes you may wish to choose something different.

QZAL is pleased to offer exchanges within 28 days of receiving your order.

Unlike many jewellery retailers, your exchange is not limited to the same product category.

For example:

• A ring may be exchanged for a necklace.
• A bracelet may be exchanged for earrings.
• Earrings may be exchanged for a pendant.
• Any eligible item may be exchanged for another QZAL jewellery piece.

The replacement item may be be of:

• Equal value
• Higher value (by paying the difference)
• Lower value (the remaining balance will be issued as store credit)

Exchange items must satisfy the same eligibility requirements as returned products:

• Unopened presentation box
• Unworn
• Unused
• Original packaging
• Original tags
• Original certificates
• Proof of purchase

The following items cannot be returned or exchanged:

• Personalised jewellery
• Engraved items
• Bespoke or custom-made jewellery
• Made-to-order pieces
• Resized rings
• Special order items
• Gift cards
• Items showing signs of wear or damage
• Products that have been repaired or altered by anyone other than QZAL

As every personalised piece is created specifically for you, these orders are considered final sale.

Customers are responsible for arranging the safe return of eligible items.

We strongly recommend using a fully insured, secure and trackable delivery service, as QZAL cannot accept responsibility for items that are lost, stolen, delayed or damaged whilst in transit back to us until they have been safely received.

If you are unable to arrange a safe, fully insured delivery service, we recommend returning your jewellery to us in person at our showroom. This is the safest option for high-value jewellery and helps ensure your item reaches us securely.

Every returned item undergoes a detailed inspection by our quality control team.

Returns will only be accepted if the jewellery is received in its original condition.

If an item has been worn, opened, damaged, altered or does not meet the conditions of this policy, we reserve the right to:

• Decline the return.
• Refuse the refund or exchange.
• Return the item to the customer.

Nothing in this Returns & Exchanges Policy affects your statutory rights under applicable consumer protection laws.