Refund Policy

A. Return Eligibility

A return or replacement will be accepted only if all of the following conditions are met:

·         The item arrives damaged, broken, or visibly defective due to shipping

·         The issue is reported within 24 hours from the time of delivery

To qualify, the customer must provide:

·         A clear photo or video showing the damaged item

·         A photo of the outer packaging

·         A photo of the purchase receipt

Please note:

·         Requests submitted after 24 hours from delivery will not be accepted

·         Failure to provide the required photos or videos may result in the request being declined

B. Conditions Not Eligible for Return

Returns or replacements will not be accepted under the following circumstances:

·         Change of mind or personal preference

·         Natural variations in stones, gemstones, or handmade components

·         Color differences resulting from the natural characteristics of materials

·         Size or fit issues

Bracelet resizing note:
If you need your bracelet to be made larger or smaller, we are more than happy to assist.

o    The first resizing service is complimentary (labor only).

o    Pickup and delivery charges will be covered by the customer.

·         Damage caused after delivery, due to Exposure to water, moisture, chemicals, or improper care

Important Note
Our gemstone and handmade pieces are created from natural materials. Variations in color, inclusions, texture, patterns, or markings are not defects; they are natural characteristics that make each item unique and one of a kind.

Please ensure you read the Care Guide carefully before use to preserve the beauty and integrity of your piece.

C. Refund Method

Refunds are issued only when replacement is not possible.
Refund method:

  • Online card payments: refunded to the original card

D. Order Cancellation

  • Orders cannot be cancelled once they have been confirmed

E. Disclaimer

Zenato products, including gemstones and spiritual tools, are offered for personal belief, intention, and individual experience only. They are not intended to replace medical, financial, therapeutic, or psychological advice or treatment.

By purchasing from Zenato, the customer acknowledges, understands, and accepts these terms and assumes full responsibility for the use of the products.