At zhenhoa.com, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a straightforward return and exchange process. Please read our policy below for more details.

1.Eligibility for Returns & Exchanges

You are eligible for a return or exchange under the following conditions:

  • Defective or Damaged Products: If you receive a product that is defective or damaged, we will provide a full refund or an exchange, based on your preference.
  • Wrong Item Received: If we have sent you the wrong item (e.g., incorrect size, color, or style), we will offer a full refund or an exchange.
  • Change of Mind: If you change your mind about the product, we offer returns and exchanges within 30 daysfrom the date you received the item. The product must be unused, in its original condition, and with the original packaging.
  1. Non-Refundable or Non-Exchangeable Items

Certain items cannot be returned or exchanged, including:

  • Custom or Personalized Jewelry: Customized items, such as engraved jewelry, cannot be returned or exchanged unless they are defective or damaged.
  • Sale Items: Products marked as “Final Sale” or deeply discounted are not eligible for returns or exchanges.
  • Earrings: For hygiene reasons, earrings are non-returnable or non-exchangeable unless defective.

3. How to Return or Exchange an Item

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer service team at ouhou2563@gmail.com within 30 days of receiving your order. Please include your order number, the reason for your return or exchange, and photos of the product (if applicable).
  2. Return Authorization: Once your return or exchange request is approved, we will provide the return address:UNIT 101710/F,BLKB.NEW MANDARINPLAZA.14 SCIENCE MUSEUM ROAD TST EASTHONG KONG
  1. Ship the Item Back: Carefully pack the item in its original packaging and return it to the provided address. The cost of return shipping for change of mind will be borne by the customer.
  2. Condition of Returned Items

For a return or exchange to be processed, the item must meet the following conditions:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned with all original packaging, including tags, boxes, or any accessories it came with.
  • If the product shows signs of use or damage, we may reject the return or exchange request, or process it with a partial refund.

1. Refund Process

Once we receive the returned item and confirm its condition, we will process your refund. Refunds will be issued to the original payment method. Please allow 7-10 business days for the refund to appear in your account.

6. Exchange Process

If you prefer an exchange instead of a refund, please contact us within 30 days of receiving your order. We will assist you in exchanging the item for another product of equal value. Shipping fees for exchanges may apply depending on the reason for the exchange.

7. Shipping Fees

l Return Shipping Costs: If you are returning an item due to a defect or incorrect product, we will cover the return shipping fees.

  • Change of Mind: If you are returning the item due to a change of mind, you are responsible for the return shipping costs.
  • Original Shipping Fees: Shipping fees paid for the original order are non-refundable.

8. Late Returns

We cannot accept returns or exchanges for items that are returned after 30 days from the delivery date. If the product is returned outside this window, we may not process your request.