Politique de remboursement

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@zgpearls.com. Please note that returns will need to be sent to the following address: 3184 Whitelaw Drive ,Edmonton AB. T6W 0P9.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@zgpearls.com.


Return Policy

1.1. Customers can return or exchange the products unconditionally within 14 days from the date of receipt.

  • To be eligible for a full refund or exchange, please ensure that the product remains intact, with the disposable tag attached, and has no damages. Once the disposable tag on the product is damaged, the return and exchange policy will automatically become invalid

  • Items must be in their original condition without signs of wear or damage

  • Items returned by mail must be in all original packaging (tags, box, and pouch included)

  • No individual item of a set can be returned for refund, store credit, and/or size exchange, and must be returned as a complete set.

All below items are non-returnable:

  • Engraved and monogrammed products

  • Gift cards

  • Special discounted items are not eligible for returns or exchanges.

Online Purchase

For purchases made on zgpearl.com, you can return your purchases online and in-store.

In-Store & Buy Online, Pickup In-Store Purchase

These orders can be returned in-store only. Please have your order confirmation email, receipt, or gift receipt ready. If you are unable to visit a retail location, please email zgpearls@gmail.com

Damages and issues

2.1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

1.3. Special discounted items are not eligible for returns or exchanges.

Damages and issues
2.1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

 

Repair and Replacement Policy

3.1. Within 30 days of the purchase, if there is a quality issue with the metal components (excluding customer misuse), we will provide free repair services. If the product cannot be repaired, we will offer a replacement of equivalent value.

3.2. As the pearls in the jewelry are glued, we do not offer repair services for pearl detachment to avoid conflicting with the adhesive disclaimer.

3.3. Repairs require both the pearls and metal components to be present and damage must not be caused by customer misuse or accidents.

3.4. For hygiene and safety reasons, earrings are not covered under this policy and are not eligible for returns or exchanges.

Exchanges
4.1.The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Non-repairable or Replaceable Situations

5.1. We do not provide any pearl replacement services, whether the customer bears the cost or not. If a pearl is lost, the customer may choose an alternative method of replacement, but we will not offer free or paid replacement services.

5.2. Within 30 days of purchase, if there is a quality issue with the non-metal components (excluding customer misuse), it is not covered under the warranty, and we do not provide free repair services. This includes non-metal component quality issues caused by adhesive problems or customer misuse.

Exceptions / non-returnable items
6.1. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refund Process

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at zgpearls@gmail.com.

7.1. If the customer meets the requirements of the return policy, the refund will be processed through the original payment method.

7.2. Refunds may take some time to process and are subject to the payment method and banking institution.

Applicable Law

8.1. This Return and Exchange Policy applies to customers in North America. In case of any conflicts with the local laws, the local laws will prevail.

Other Matters

  • If the customer fails to comply with the return policy requirements when returning the product, we reserve the right to refuse the return or deduct the corresponding fees.
  •  If the customer receives damaged or defective products during the delivery process, please contact us within 48 hours of receiving the products with relevant photos and details so that we can address and resolve the issue.
  • Mistakenly returned the wrong item. Please ensure to send back the correct and complete item(s) for your return. Due to logistics and customs restrictions, Mejuri cannot reship or store non-Mejuri items mistakenly sent as returns.

Important

  • Items purchased through a third-party vendor (outside of zgpearls.com and/or zgpearls stores) are not covered under zgpearls’s warranty. Please reach out to the company the items were purchased from.
  • We do not recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work. Although we do not offer any repair or resizing service, if your zgpearl's piece is defective and covered under the warranty, please submit details via our team will follow up with you.

    European Union 14-day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.