Refund policy

RETURNS

Zenthaven aims to ensure that all customers are satisfied with their online shopping experience.

Every order is hand-inspected before leaving our studio. This inspection includes ensuring that all items are free from visible defects and meet our quality standards.

In addition, we reasonably expect that all customers will review this return and exchange policy before placing an order.

These are our terms and conditions:

If you receive the wrong or defective item, or wish to return an item without reason, you must contact us within 72 hours of receiving your order.
Items must be returned within 14 days of delivery, along with valid tracking information. Once your return is received and inspected, we will notify you regarding your refund.
We cannot process refunds for returns without tracking information — please ensure you use a traceable method when sending back items.

Returned jewelry must be in its original, unworn condition, free from scratches, tarnishing, signs of use, or alteration. Items must be returned with all original packaging, including jewelry boxes, pouches, and tags if applicable.

What is the process for returns and refunds?

It's very simple! Contact us by email (through the Customer Service page on our website) and let us know that you wish to return your order. We will respond with the return instructions and address. Once we receive and inspect your item, we’ll notify you regarding your refund.

How long does it take to process a refund?

Refunds will be processed within 2 to 4 business days after receiving your return.

Who pays the shipping costs associated with returns?

If we send you the wrong item or a defective product, Zenthaven will cover the return shipping.
However, if you're returning an item for any other reason (e.g., change of mind), you are responsible for the return shipping costs.

Are there any other fees for returns and refunds?

Yes. We charge an administrative fee of $13 per returned item, which helps cover initial shipping, merchant processing, and handling costs.
This fee applies to any return not resulting from an error on our part (e.g., wrong item or defect).

Can I order multiple pieces and return the ones I don’t want?

We kindly ask customers not to place “bulk orders” with the intention of returning unwanted items. Our inventory is limited, and such orders can prevent other customers from purchasing.
If such returns are made, we will issue store credit instead of a refund.

EXCHANGES

If you'd like to exchange your item (for example, if you change your mind or prefer a different style), we’re happy to assist!
Please contact us within 72 hours of receiving your order and return the item within 14 days, with tracking. Once we receive your return, we’ll promptly send the replacement item.

All returned items must be in original, unused condition, without any signs of wear or damage, and include original packaging.

What do I need to do to exchange my item?

The easiest way is to place a new order for the item you want and return the one you no longer need.
Then, email us using the Customer Service page and we’ll guide you through the return process.

Who pays for the exchange shipping?

If the exchange is due to a mistake on our part (e.g., wrong or faulty item), we’ll cover the cost.
For any other exchange reason, customers are responsible for shipping costs.

Are there any other costs for exchanging?

No. We do not charge additional fees for exchanges beyond shipping unless the item was returned in unacceptable condition.

WE DO NOT ACCEPT RETURNS OR EXCHANGES FOR:

Due to hygiene and safety reasons, we do not accept returns or exchanges for the following, even if unused:

  • Earrings (including ear cuffs and studs)

  • Piercing jewelry

  • Personalized or custom-made items

  • Sale or final clearance items

  • Any items marked as non-returnable on the product page

SHIPPING LIABILITY

Zenthaven ships internationally via trusted carriers (e.g., USPS, Canada Post, Royal Mail, DHL, Australia Post). All orders are delivered to the address provided by the customer.
Once delivery is confirmed by the postal carrier, ownership of the item transfers to the buyer.
We are not responsible for lost or stolen items after confirmed delivery. Please ensure your shipping address is safe and secure.