Refund policy

Return & Refund Policy

Last Updated: September 2026

At Zivora Jewelry, we want you to be completely satisfied with your purchase. We carefully inspect and pack every order before dispatch. However, if you receive an item that is damaged, defective, or incorrect, we are here to help.

1. Eligibility for Returns

You may request a return or replacement if:

  • You received a damaged or defective product.

  • You received the wrong product or design.

  • Your order is incomplete or missing an item.

  • The product received is significantly different from what was ordered.

Return requests must be submitted within 48 hours of receiving your parcel.

2. Unboxing Video Required

For damaged, incorrect, or missing-item claims, customers are strongly advised to record a clear, continuous unboxing video when opening the parcel.

The video should clearly show:

  • The sealed parcel before opening.

  • The shipping label/order details.

  • The complete contents of the parcel.

  • The condition of the jewelry after opening.

Without an unboxing video, Zivora Jewelry may not be able to verify damage, missing items, or issues caused during delivery.

3. Items That Cannot Be Returned

Due to hygiene and product-safety reasons, we do not accept returns for:

  • Change of mind.

  • Wrong size selected by the customer.

  • Color or design preference after delivery.

  • Jewelry that has been worn, used, altered, or damaged by the customer.

  • Products damaged due to improper handling.

  • Products returned without original packaging or accessories.

  • Clearance or final-sale items, unless they arrive damaged or incorrect.

Artificial jewelry may naturally have minor variations in color, finish, stones, or design due to lighting, manufacturing, and screen differences. Such minor variations are not considered defects.

4. Exchange / Replacement

If your return request is approved, we may offer:

Exchange/Replacement:
The same product will be replaced, subject to availability.

If the exact item is unavailable, Zivora Jewelry may offer an alternative product of similar value or another suitable resolution.

5. Refund Policy

Refunds are only issued for approved cases where replacement or exchange is not possible.

Once the returned item has been received and inspected, we will confirm the refund.

For Cash on Delivery (COD) orders, refunds will generally be processed through a suitable bank/e-wallet transfer method after the required customer details are provided.

Delivery charges are generally non-refundable, except where the issue occurred due to an error on the part of Zivora Jewelry.

6. Return Shipping Charges

If the return is due to a wrong, damaged, defective, or incomplete order caused by Zivora Jewelry, we will guide you regarding the return process and may cover the applicable return shipping cost.

If a return is approved for any other reason, the customer may be responsible for the applicable shipping charges.

7. How to Request a Return

To request a return, contact our customer support within 48 hours of receiving your order.

Please provide:

  • Your Order Number

  • Customer Name

  • Contact Number

  • Clear photos/videos of the issue

  • Unboxing video, if available

  • Brief description of the problem

Our team will review your request and provide further instructions.

8. Inspection & Approval

All return requests are subject to inspection and approval by Zivora Jewelry.

We reserve the right to reject a return or refund request if the product does not meet the conditions mentioned in this policy.

Products must be returned in their original condition, packaging, and with all included accessories.

9. Delivery Delays

Zivora Jewelry is not responsible for delays caused by courier companies, weather conditions, strikes, road closures, natural disasters, or other circumstances beyond our control.

If your parcel is delayed, please contact us and we will assist you in tracking the shipment.

10. Damaged Parcel

If the outer parcel appears visibly damaged at the time of delivery, please inform the courier representative immediately and contact Zivora Jewelry as soon as possible.

Please do not discard the packaging, as it may be required to investigate the claim.

11. Contact Us

For return, exchange, or refund assistance, please contact Zivora Jewelry Customer Support through the contact details provided on our website.

Zivora Jewelry
Elegant Jewelry. Made for Every Occasion.

We appreciate your trust and are committed to providing you with a smooth and reliable shopping experience across Pakistan.