RETURNS & REFUND POLICY
Last updated: 31 August 2026
At ZaydJewel, we want you to be happy with your purchase. This Returns & Refund Policy explains how returns, cancellations, refunds and faulty-product claims are handled.
Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.
1. Your Right to Cancel an Online Order
If you are a consumer purchasing from ZaydJewel online, you generally have a legal right to cancel your purchase without giving a reason.
You may cancel your order within 14 days from the day after you, or a person you nominate (other than the carrier), receives the goods.
If an order contains multiple goods delivered separately, the cancellation period normally begins when the last item is received.
To exercise your cancellation right, you must clearly inform us of your decision to cancel before the cancellation period expires.
Please contact:
Please include:
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your full name;
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order number;
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the item(s) you wish to return; and
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a clear statement that you wish to cancel your purchase.
2. Returning the Goods
After notifying us that you wish to cancel, you must send the goods back without undue delay and normally no later than 14 days after the day on which you communicated your cancellation.
Unless the goods are faulty, damaged, incorrectly supplied or otherwise covered by a legal remedy requiring ZaydJewel to bear the cost, the customer is responsible for the direct cost of returning goods under the statutory cancellation right.
We recommend using a tracked delivery service and retaining proof of postage.
3. Condition of Returned Items
You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to inspect them in a shop.
You may be responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functionality.
Items should therefore be returned carefully, preferably in their original packaging where reasonably possible.
The absence of original packaging does not automatically remove your statutory rights.
4. Hygiene and Personalised Products
Certain goods may be excluded from the statutory cancellation right where an applicable legal exception applies.
For example, goods that are sealed for health protection or hygiene reasons may lose the right to cancel if the seal has been broken after delivery, where the statutory conditions for that exception are met.
Any such exception will be applied only where legally permitted.
If you are unsure whether your item qualifies for cancellation, contact us before returning it.
5. Refunds for Cancelled Orders
When you validly cancel an order under the statutory cancellation right, we will refund the payments we are legally required to refund.
This normally includes:
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the price paid for the goods; and
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the cost of standard delivery.
If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of the least expensive standard delivery option available.
We will normally issue the refund without undue delay and no later than 14 days after:
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the day we receive the returned goods; or
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the day you provide evidence that the goods have been sent back,
whichever occurs first, subject to applicable law.
We may withhold the refund until the goods have been received or you have provided evidence that they have been returned, where permitted by law.
6. Refund Method
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed with you or required by applicable law.
We will not normally charge a fee for processing a statutory refund.
7. Faulty, Damaged or Misdescribed Goods
Your legal rights are separate from our change-of-mind returns process.
If an item is:
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faulty;
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damaged;
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not as described;
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not of satisfactory quality; or
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not fit for its intended purpose,
please contact us at:
as soon as reasonably possible.
Please provide your order number and a description of the problem. Photographs may also be requested where they would help us understand the issue.
Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
Nothing in this policy limits those statutory rights.
8. Incorrect Item Received
If you receive an item that is different from the item you ordered, please contact us at:
before returning the item where possible.
We will investigate the issue and provide appropriate instructions.
9. Damaged in Transit
If your order arrives visibly damaged, please contact us as soon as reasonably possible.
Where possible, please provide photographs showing:
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the outer packaging;
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any visible damage;
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the item; and
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your order information.
This information helps us investigate the matter with the delivery provider.
Your statutory rights are not affected by whether you report damage immediately.
10. Exchanges
We do not guarantee exchanges for change-of-mind purchases.
If you would like a different item, you may cancel and return the original order where you have a legal cancellation right, then place a new order for the item you want.
This does not affect your statutory rights concerning faulty, damaged or misdescribed goods.
11. How to Start a Return
To begin a return or cancellation, contact:
ZaydJewel
Email: support.zaydjewel@gmail.com
Please use the subject line:
Return Request – [Order Number]
We will provide the relevant return instructions based on the reason for the return and the rights that apply to your order.
12. Returns Address
Return instructions, including the appropriate return address, will be provided by ZaydJewel when a return is authorised or when return instructions are otherwise required.
Please do not send a return to an address found elsewhere on the internet or to an address not provided by ZaydJewel for your specific return.
13. Statutory Rights
Nothing in this policy excludes, restricts or limits any statutory rights that cannot legally be excluded or limited.
In particular, consumers retain their legal rights regarding goods that are faulty, not of satisfactory quality, not fit for purpose or not as described.
14. Contact
For returns, refunds and cancellation requests:
ZaydJewel
Email: support.zaydjewel@gmail.com