Refund policy

Returns & Exchanges

We want you to love your Zenn Crystal piece. Please read carefully before purchasing — our policy is straightforward but firm.

Our policy at a glance

  • No exchanges once an order is placed
  • No returns for change of mind, sizing, or natural stone variation
  • Returns accepted only for items that arrive damaged or were sent incorrectly

This may sound strict, but here's why we operate this way:

Why we don't accept exchanges or change-of-mind returns

1. Every bracelet is hand-assembled with care.

Each Zenn Crystal bracelet is graded, knotted, and finished by hand. Once a piece leaves our workshop, we cannot resell it as new — even if returned in original condition.

2. Natural stones are personal.

Every crystal carries unique colour, banding, and inclusions. The bracelet we ship to you is yours alone — selected and assembled for you. We can't restock it the same way mass-produced jewellery brands can.

3. Hygiene matters.

Bracelets worn on the wrist come into contact with skin, lotions, perfumes, and the environment. We don't accept worn pieces back, even briefly worn, as a matter of customer hygiene and trust.

4. Honest pricing.

We price our bracelets fairly — without inflating to cover return costs. Strict policies allow us to keep prices reasonable without hidden margins.

What we will accept

We accept returns only in these specific cases:

  • Item arrived damaged in transit. Report within 48 hours of delivery with clear photos.
  • Wrong item received. If we shipped you the wrong product or size, we'll make it right.
  • Manufacturing defect. A genuine defect in our craftsmanship (e.g. broken knot, faulty hardware on arrival) — not natural stone variation.

In these cases, we cover all costs — return shipping, replacement, or full refund as you prefer.

Important: Choosing your size carefully

Because we don't accept size exchanges, please measure your wrist accurately before ordering:

  • Use a soft measuring tape or string + ruler
  • Wrap snugly around the wrist where you'd wear a watch
  • Add 1-2cm for a comfortable fit
  • See our Size Guide for detailed instructions

If you're unsure between two sizes, message us before ordering — we're happy to help you choose. Email hello@zenncrystal.com or message on Instagram @zenn_crystal.

Custom and made-to-order items

Custom orders (including custom sizing, special combinations, or made-to-order pieces) are final sale — no returns, no exchanges, no refunds — unless they arrive damaged or were sent incorrectly.

How to report a damaged or incorrect item

  1. Email us at hello@zenncrystal.com within 48 hours of delivery
  2. Include your order number
  3. Attach clear photos showing the damage or the incorrect item
  4. We'll respond within 24 hours on business days with next steps

Crystals are natural

Every natural crystal is unique. Slight variations in colour, banding, inclusions, and clarity are expected and part of what makes each piece its own.

The bracelet you receive may look slightly different from the photograph — different angles, different lighting, different specific bead. These natural variations are not considered defects and do not qualify for return.

If you're looking for identical-looking, lab-perfect pieces, natural crystals may not be the right fit for you. We celebrate the variation; we hope you will too.

Refunds for approved returns

For approved damage or incorrect-item returns, refunds are processed to the original payment method within 5-7 business days of us receiving the item (or immediately if we issue a refund without requiring the item back).

Depending on your bank, it may take an additional few business days to appear in your account.

Questions before you buy?

We'd much rather answer your questions before purchase than handle a return after. If you're unsure about sizing, colour, suitability, or anything else:

  • Email hello@zenncrystal.com
  • Message us on Instagram @zenn_crystal
  • We respond within 24 hours on business days