1. Our Approach

Zi. Origin designs jewellery to be worn with confidence and kept for years. We stand behind the quality and integrity of every piece. If for any reason your purchase does not meet your expectations, we offer a straightforward return and exchange process within 14 days of delivery.

2. Return Window

You may initiate a return or exchange request within 14 calendar days of the delivery date as confirmed by our courier partner. Requests made after this window will not be eligible, except where a defect is identified in accordance with Section 8 below.

3. Eligibility Conditions

To be eligible for a return or exchange, the following conditions must be met:

• The product must be unused, unworn, and in its original condition.
• All original packaging — including the Zi. Origin box, dust bag, and any accompanying cards — must be intact.
• The product must show no signs of wear, alteration, resizing, or damage caused after delivery.
• A valid proof of purchase (order number or confirmation email) must be provided.

4. Non-Returnable Items

The following items are not eligible for return or exchange:

• Items that have been worn, altered, resized, or damaged after delivery.
• Products returned without original packaging or proof of purchase.
• Personalised or engraved items (where such services are offered).
• Products purchased during a limited sale or special promotional event — these are not eligible for change-of-mind returns but remain fully eligible for exchange or refund in the event of a manufacturing defect or incorrect item.

5. How to Initiate a Return or Exchange

Step 1 — Write to us

Email returns@ziorigin.com within 14 days of delivery. Please include:

• Your order number
• The item(s) you wish to return or exchange
• A brief reason for the return
• Clear photographs of the item and its packaging

Step 2 — Review

Our team will review your request within 2–3 business days and confirm the next steps.

Step 3 — Pickup

If approved, we will arrange a reverse pickup from your address. Please ensure the item is securely repacked in its original packaging before collection.

Step 4 — Processing

Once the item is received and inspected, we will process your exchange or refund within
5–7 business days.

6. Exchanges

We offer exchanges for a different size or a different product of equal or higher value. If the exchanged item is of higher value, the difference will be payable by you. If it is of lower value, the difference will be returned as store credit or a refund.

Exchanges are subject to product availability at the time of request.

7. Refunds

Approved refunds will be processed to your original payment method:

• Credit/Debit Card or Net Banking: 5–7 business days after approval, subject to your bank's processing time.
• UPI: 2–3 business days after approval.
• EMI/Pay Later: Processed via your lending partner; timelines may vary.
• Cash on Delivery (COD): Refunds issued as a bank transfer within 5–7 business days of receiving your bank details. Bank details must be submitted within 7 days of refund approval; if not received within this period, store credit will be issued instead.

Shipping charges are non-refundable. If the return is due to a defect or an error on our part, reverse shipping costs are borne by Zi. Origin. For change-of-mind returns, a reverse shipping fee equal to the courier partner's actual charge will be deducted from the refund.

8. Defective or Incorrect Items

If you receive a product that is defective, damaged in transit, or incorrect, please get in touch with us within 7 days of delivery at care@ziorigin.com with supporting photographs. We will prioritise your case and arrange a replacement or full refund at no additional cost to you.

Note: The 7-day window applies to manufacturing defects and transit damage. Defects that become apparent through normal use after this period may still be considered at our discretion. We recommend reaching out regardless, and we will assess each case individually.

9. Important Notes

• We recommend following our care guide to maintain the quality of your jewellery and avoid avoidable damage.
• Returns or exchanges that do not comply with the eligibility conditions above will be returned to the sender at their cost.
• Zi. Origin reserves the right to assess the condition of returned items before approving a refund or exchange.

10. Contact

• Returns: returns@ziorigin.com
• General support: care@ziorigin.com
• WhatsApp: +919006606960
• Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST