Refund Policy

A. Return Eligibility

A return or replacement is accepted only if:

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

  • You report the issue within 48 hours of receiving your order.

To qualify, the customer must provide:

  • A clear photo/video of the damaged item

  • A photo of the outer packaging

Requests submitted after 48 hours cannot be accepted.

B. Conditions Not Eligible for Return

Returns are not accepted for:

  • Change of mind or preference

  • Natural variations in stones, crystals, or handmade components

  • Color differences caused by natural materials

  • Size/fit issues

  • Damage caused after delivery

  • Exposure to water, moisture, or improper care

  • Claims made after the 48-hour window

Our gemstones and crystal pieces are crafted from natural materials. Variations in color, inclusions, texture, or patterns are not defects—they are unique characteristics that make each item one-of-a-kind.

C. Replacement Process

If your claim is approved:

  • We will send a free replacement of the same item.

  • If the item is out of stock, we will offer an alternative or issue store credit.

D. Refund Method

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

  • Online card payments: refunded to the original card

E. Order Cancellation

Orders cannot be cancelled once confirmed.

F. Disclaimer

Zenato products—especially gemstones, crystals, and spiritual tools—are based on personal belief, intention, and individual experience. They are not a substitute for medical, financial, or psychological advice.
By purchasing from Zenato, the customer acknowledges and accepts these terms.