Refund policy
Last updated: September 10, 2026
This policy explains return eligibility for QZENI ready-to-ship bracelets, damaged or incorrect items, and QZENI Create custom orders.
30-day returns for eligible ready-to-ship items
Eligible ready-to-ship bracelet orders may be returned by mail within 30 days of delivery. Items must be unworn, unused, clean, and returned with original packaging when possible.
Exchanges for eligible ready-to-ship items
Eligible ready-to-ship bracelet orders may also be exchanged within 30 days of delivery under the same unworn, unused, and clean condition requirements. Contact QZENI before sending the item so exchange instructions can be provided.
Return shipping and fees
For an ordinary return or exchange, the customer is responsible for return shipping. QZENI does not charge a restocking fee.
If an item arrives damaged or incorrect, contact QZENI within 7 days of delivery with the order number and clear photos. QZENI pays any return shipping required for an approved damaged or incorrect item claim.
QZENI Create custom orders
QZENI Create custom bracelet orders are made using selected stones, arrangement details, and wrist-size information and are not eligible for return or exchange. If a custom order arrives damaged or incorrect, contact QZENI so the issue can be reviewed and resolved.
Other items that cannot be returned
- Items showing wear, fragrance, water exposure, customer-caused damage, or missing parts after delivery.
- Gift cards, final-sale items, or items marked non-returnable at checkout.
Natural stone variation
Natural stone color, pattern, transparency, inclusions, and bead texture can vary from product photos. Natural variation is part of the material and is not itself a defect.
How to request a return
Email info@qzeni.com with the order number, item, and reason for the request. Do not send an item before receiving return instructions. Approved returns are sent by mail to QZENI's returns warehouse in Orem, Utah; the complete return label or address instructions are provided with the authorization.
Refund timing
After an approved return is received and inspected, the refund is issued to the original payment method. Bank or card processing time may vary.