LUME Bow & Heart Drop charm Necklace and similar items

Returns & Refund policy
At ZOLÁI, customer satisfaction is our top priority. We understand that sometimes you may need to return, exchange, or request a refund for your purchase. This policy outlines the eligibility, process, and conditions for returns, refunds, and exchanges.

Eligibility for Returns, Refunds, and Exchanges
To be eligible for a return, refund, or exchange, the following conditions must be met:

Return Window: Requests for returns, refunds, or exchanges must be submitted within 30 days from the date of delivery.
Item Condition: Items must be unused, unworn, and in their original condition with tags, labels, and packaging intact.
Personalized and Custom-Made Products: Personalized or custom-made products are non-refundable and non-returnable, unless the item is defective or damaged upon arrival.
Non-Returnable Items: Certain products, such as earrings or hygiene-sensitive items, may be excluded from returns due to health and hygiene regulations.
How to Request a Return, Refund, or Exchange
If you would like to request a return, refund, or exchange, please follow these steps:

Contact Customer Support: Send an email to [email protected] with the following details:

Your Order Number
Reason for the return, refund, or exchange
Photos (if applicable, especially for damaged or defective items)
Review and Response: Our customer support team will review your request and respond within 2-3 business days with next steps.

Return Instructions: If your return is approved, we will provide instructions on how to return the item to us.

Tracking the Return: We recommend using a tracked shipping service to ensure the safe return of your item.

Note: Unauthorized returns (items sent back without contacting customer support) may not be processed for a refund or exchange.

Return Shipping Fees
Customer Responsibility: Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect.
Damaged or Defective Items: If the item is being returned due to damage, a defect, or an error on our part, we will cover the return shipping cost.
Recommended Return Method: Use a tracked shipping service to ensure the package is safely returned to us. We are not responsible for packages lost in transit.
Refund Policy
Once we have received and inspected the returned item, we will notify you of the refund status.

Processing Time: Refunds will be processed within 5-7 business days of receiving the item.
Refund Method: Refunds will be issued to your original payment method (credit/debit card, PayPal, etc.).
Shipping Fees: Shipping fees paid during the original order are non-refundable, unless the return is due to an item being defective, damaged, or incorrect.
Refund Notifications: You will receive an email confirmation once the refund has been processed.
Bank Processing Time: Depending on your bank or payment provider, it may take an additional 3-5 business days for the funds to appear in your account.
Note: If you do not receive your refund within the specified timeframe, please contact your bank or payment provider before reaching out to our support team.

Exchange Policy
If you would like to exchange an item for a different size, color, or product, please follow the steps below.

Exchange Eligibility: Exchanges are available for items of the same value (subject to stock availability).
Exchange Request: Follow the same process as for returns by emailing [email protected] with your order details and reason for the exchange.
Stock Availability: If the requested exchange item is out of stock, we will offer a refund.
Note: Personalized or custom-made items are not eligible for exchanges unless they are damaged or defective.

Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, we will make it right.

Notification Period: Notify us of the issue within 7 days of delivery.
Required Information: Provide your order number and photos of the damaged, defective, or incorrect item to [email protected]
Resolution: We will offer a replacement, refund, or store credit, depending on your preference.
Note: Claims made after the 7-day period may not be eligible for refunds, replacements, or credits.

Non-Returnable Items
The following items are not eligible for return, refund, or exchange:

Personalized or Custom-Made Products (unless defective or damaged)
Health and Hygiene Products (e.g., earrings or similar items)
Note: If you have any concerns or questions regarding the eligibility of a product for return, please contact [email protected]