Refund policy
Returns & Cancellations
If a return is due to the jump ring coming apart from the clasp, please read the info on the jump rings that we use.
We will not accept returns due to the jump ring coming apart. However, if the jump ring has been lost, please email us at info@zophy.co.uk and we will see what we can do to help get a new one fitted.
Please request a return or exchange by submitting your request here.
Key Return Information
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Timeframe: There is a 14-day period to request your return. After this time, our system will not allow the request.
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Postage: Return postage is paid for by the customer, unless we have sent you the wrong item.
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Documentation: Please ensure you have tracking and proof of weight for the parcel you are returning.
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Condition: All items must be in the original packaged condition. Your package must include the product(s) and all of the Zophy packaging.
Buy One Get One Free (BOGO) Returns
For orders included in the Buy 1 Get 1 Free offer, BOTH items must be returned to receive a refund. If only one item is returned, we reserve the right to reject the request. We do not accept returns on items bought with earrings in a BOGO deal.
Cancelling Your Order
If you have not yet received tracking and would like to cancel your order, email info@zophy.co.uk. While we will do our best to cancel it if the order has not been processed, we cannot guarantee this as orders are processed separately.
Exclusions & Improper Returns
The following cannot be returned:
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Goods that have been used, worn, washed, modified, or damaged.
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Items with user damage (scratches, intentional breakage, water damage).
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Items containing a strong smell.
Note on Improper Returns: If you return a product in contravention of this policy, we will not issue a refund or exchange. We may retain the item until re-delivery postage is paid. If unpaid after 14 days, we may dispose of the item.
Exchanges
When returning for an exchange, we only allow the item to be returned once. Please ensure you are certain about the item you would like instead.
Statutory Rights: This policy does not affect your statutory rights under the Sale of Goods Act 1979 or the Consumer Protection (Distance Selling) Regulations 2000.
If you have any questions, feel free to email our team at info@zophy.co.uk.