Refund, Returns & Exchanges Policy – Zeriana

1. Overview

At Zeriana, we are committed to ensuring your satisfaction while maintaining a clear and fair returns process.

If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the conditions outlined below.

2. Right to Cancel (UK & EU Customers)

Customers located in the United Kingdom and European Union have the right to cancel their order within 14 days of receiving the item, without providing a reason.

To exercise this right, you must notify us at: care@zeriana.com within the 14-day period.

3. Return Eligibility

To be eligible for a return, items must:

Be unused and in original condition

Include all original packaging

Show no signs of wear, damage, or alteration

Items that do not meet these conditions may be refused.

4. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

Earrings, including studs, hoops, and drop earrings

Personalised or custom-made items

These exclusions are in accordance with consumer protection and hygiene regulations.

5. Return Process

To initiate a return:

1) Contact us at care@zeriana.com

2) Provide your order number and reason for return

3)Wait for return instructions before sending the item

 4) Returns sent without prior approval may not be accepted.

6. Return Shipping

Customers are responsible for return shipping costs unless:

The item is defective

The item is incorrect

We recommend using a tracked shipping method, as Zeriana is not responsible for items lost during return transit.

7. Refunds

Once your return is received and inspected:

Approved refunds will be processed within 5–10 business days

Refunds will be issued to the original payment method

Please note:

Original shipping costs are non-refundable

Any customs duties or taxes are non-refundable

8. Exchanges

We only offer exchanges for:

Defective items

Damaged items

Incorrect items received

If you need an exchange, contact us at care@zeriana.com with photos of the issue.

9. Damaged or Faulty Items

If your item arrives damaged or defective, you must contact us within 48 hours of delivery.

Please include:

Clear photos of the item

Photos of the packaging

We will assess the issue and provide a suitable resolution.

10. Late or Missing Refunds

If you have not received your refund:

Check your bank account again

Contact your payment provider

Processing times may vary depending on your financial institution.

11. Cancellations

Orders can only be cancelled within 12 hours of purchase.

After this period, the order may already be processed and cannot be cancelled.

12. Contact

For any questions regarding returns or refunds, please contact us:

Email: care@zeriana.com
Address:
Zeriana
108 Leicester Square
London WC2H 7LU
United Kingdom