Refund & return policy
Effective October 1, 2026
We do not offer voluntary returns or refunds solely because you change your mind. This does not limit any rights or remedies you have under applicable law.
Order problems
If your order has not arrived, arrives damaged or defective, contains the wrong item, or materially differs from its description, contact ALZ Jewels. This includes concerns about product authenticity or materials. We will investigate and provide the refund or other remedy required by applicable law. A replacement or store credit will not be substituted for a legally required refund without your agreement.
How to contact us
Message us on Instagram @alzjewels. Include your order or payment reference, purchase date, a description of the issue and, where available, photos of the item or packaging. Do not send full card details or passwords.
Please report problems as soon as reasonably possible. This request does not shorten any legal deadline or make photos a condition of exercising your statutory rights.
Dropshipped orders & returns
Orders may be fulfilled by third-party suppliers. ALZ Jewels remains your point of contact for order issues; a supplier's refusal to refund us does not remove any obligation we owe you.
Contact us for the correct return instructions and address before mailing an item. We will explain whether a return is needed and how return shipping will be handled. We will cover reasonable return shipping for confirmed defective, damaged, incorrect or materially misdescribed items. Do not send a return to an unconfirmed supplier address. The return process does not override your legal rights.
Cancellations & shipping delays
Contact us promptly if you want to cancel. Change-of-mind cancellation is not guaranteed, subject to your legal rights. If we cannot ship within the time stated at purchase, or within 30 days when no shipment time was stated, we will notify you and offer the choice to consent to a delay or cancel for a prompt refund, as required by applicable law. If we cannot fulfill the order, we will cancel and refund it.
Refund method & timing
Refunds will normally be sent to the original payment method. We will issue required refunds within the applicable legal time limit and confirm when they have been initiated. Your bank or payment provider may take additional time to show the credit. For a fully cancelled, unshipped order, the refund includes the amount paid for that order, including shipping charges. No restocking fee will be deducted from a legally required full refund.
Your rights
This policy does not waive statutory warranties, consumer remedies, payment-provider protections, or your right to raise a payment dispute. Changes to this policy will not retroactively reduce rights for earlier purchases.