Returns & Exchanges

1. Return Period

ZEEOL offers a 30-day return policy for eligible items, starting from the date you receive your order.

To request a return or exchange under our voluntary return policy, please contact us at support@zeeol.com within 30 days of delivery.

This policy does not limit any statutory withdrawal rights or other consumer rights that apply under the laws governing your purchase.

2. How to Request a Return or Exchange

For orders that have not yet shipped:

If your order is still marked as “Pending” in your account, you may be able to cancel it through the order details page by selecting “Cancel,” if that option is available.

If your order is marked as “Processing” or has already shipped, cancellation may no longer be possible. Please contact us at support@zeeol.com for assistance.

For delivered orders:

1. Contact support@zeeol.com and include your order number and the item(s) you wish to return or exchange.
2. Our team will provide the applicable return instructions and confirm the return address.
3. Package the item securely and send it to the address provided.

For statutory withdrawal requests, you may notify us clearly of your decision to withdraw without providing a reason. You do not need to wait for discretionary approval to exercise a statutory right.

Return address: [INSERT YOUR VALID RETURN ADDRESS]
Please do not send returned items to an unconfirmed address.

3. Condition of Returned Items

For change-of-mind returns, items should be returned in their original condition, with their original packaging and included accessories.

You may inspect an item as reasonably necessary to determine its nature, characteristics, and fit. Where permitted by law, we may account for any reduction in value resulting from handling beyond what is necessary for such inspection.

Items damaged through misuse or unauthorized alterations may not qualify for a voluntary change-of-mind return, where permitted by applicable law.

These conditions do not limit your rights regarding defective, damaged, or incorrectly supplied products.

4. Earrings and Hygiene-Sensitive Items

For hygiene and safety reasons, certain sealed or hygiene-sensitive products may be excluded from change-of-mind returns once their protective seal has been broken, but only where permitted by applicable law.

This restriction does not apply where the law requires otherwise, including applicable rights relating to defective, damaged, or incorrectly supplied items.

If you have questions about whether a particular item is eligible for return, please contact support@zeeol.com before sending it back.

5. Custom and Personalized Jewelry

Items made to your specifications or clearly personalized at your request, such as jewelry with custom engraving, names, initials, or individualized designs, may be excluded from change-of-mind returns or statutory withdrawal rights where applicable law permits this exclusion.

This exception applies only when the relevant legal requirements are met. Not every made-to-order item automatically qualifies.

Custom or personalized items that are defective, damaged in transit, or materially different from the agreed specifications remain subject to applicable consumer protection laws.

Please carefully check all personalization details before placing your order.

6. Sale Items and Discounts

Discounted or sale items are eligible for returns and exchanges under the same applicable policy as other eligible products, unless a specific lawful exception applies.

A discount or sale price alone does not remove any statutory consumer rights.

If a coupon or promotional discount was used, any refund will be calculated based on the amount actually paid for the returned item, taking into account the applicable discount allocation and mandatory consumer protection rules.

7. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for direct return shipping costs, provided this requirement has been disclosed as required by applicable law.

If an item is defective, damaged in transit, or incorrectly supplied, ZEEOL will cover or reimburse reasonable return shipping costs where required by applicable law or our applicable policy.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been resolved.

To the extent permitted by law, ZEEOL is not responsible for the loss of a return shipment that occurs before the package reaches us. This does not exclude any responsibility that may arise under applicable law.

8. Refunds and Processing Times

Once we receive your returned item, where a return is required, we will review it as appropriate and notify you of the outcome.

For voluntary returns, we aim to process approved refunds within 5–10 business days after the returned item has been received and reviewed.

Refunds will generally be issued to the original payment method, unless another method is agreed upon where permitted by law.

For statutory withdrawals, including eligible EU purchases, refunds must be made within the applicable legal deadline. Where EU statutory withdrawal rules apply, this is generally no later than 14 calendar days after we are informed of your decision to withdraw.

Where permitted by law, we may withhold a statutory withdrawal refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The 5–10 business-day processing estimate does not extend any mandatory legal deadline. Your bank or payment provider may require additional time to display the funds in your account.

9. Shipping Charges and Other Fees

For statutory withdrawals, refunds of original delivery charges will be handled in accordance with applicable law, including any rules concerning the least expensive standard delivery option.

Additional charges paid for optional premium delivery services, gift wrapping, or other extras may be non-refundable where permitted by law and where those charges are not required to be refunded.

Return shipping costs for change-of-mind returns remain the customer’s responsibility as described above, subject to applicable law.

10. Exchanges

Exchanges are subject to product availability.

If you request a different size, color, or style, we will confirm whether the requested item is available and explain the exchange process.

If the requested item is unavailable, we will discuss available alternatives or an applicable refund.

Approved exchanges will be shipped using our Standard shipping option unless otherwise agreed or required by applicable law.

Any rights or remedies available for defective or incorrectly supplied items remain unaffected.

12. Your Consumer Rights

Nothing in this policy excludes, restricts, or replaces any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

Where this policy conflicts with mandatory consumer protection requirements, the applicable legal requirements will prevail.