✨ Zada Secret – Returns, Exchanges & Refund Policy

At Zada Secret, every order is carefully inspected before it is packed and shipped. As many of our products are handcrafted from natural crystals, gemstones, jade, and minerals, each piece is unique and may naturally vary in colour, pattern, inclusions, shape, and size.

By placing an order, you acknowledge and accept these natural variations.

🔍 Quality Assurance

Every item undergoes a quality inspection before dispatch to ensure it meets our quality standards.

If you receive an incorrect or defective item, please contact us within 48 hours of receiving your parcel.

Please provide:

  • Order number

  • Clear photos/videos of the item received

  • A brief description of the issue

📧 Email: zadasecret@gmail.com
📱 Instagram DM: @zadasecret_jewellery

🔄 Returns, Exchanges & Refund Eligibility

Returns, exchanges, or refunds are only accepted for the following cases:

✅ You received the wrong item.
✅ Your item has a verified manufacturing defect.

To qualify:

  • Contact us within 48 hours of receiving your order.

  • Items must be unused, unworn, undamaged, and returned in their original condition.

  • All original packaging, including pouch, box, tags, certificates (if applicable), and accessories must be included.

  • Return requests must be approved by Zada Secret before sending the item back.

❗Returns sent without prior approval may not be accepted.

🔁 Replacement or Refund

Once the returned item is received, it will be inspected by our team.

If the issue is approved:

  • If the same item is available, we will arrange a replacement at no additional cost.

  • If the item is unavailable, a refund will be issued to the original payment method.

Approved refunds will be processed within 7–10 working days after the inspection is completed.

Please note that the time required for the refund to appear may vary depending on your bank or payment provider.

Shipping fees are non-refundable unless the return is caused by an incorrect item sent by Zada Secret or a confirmed manufacturing defect.

🚫 Non-Returnable & Non-Exchangeable Items

We do not accept returns, exchanges, or refunds for:

  • Change of mind

  • Incorrect product selection

  • Personal preference (such as colour, size, design, or style)

  • Items that do not meet personal expectations

  • Natural variations in crystals, gemstones, jade, and minerals

  • Differences in colour due to lighting, photography, or screen settings

  • Natural inclusions, patterns, lines, textures, or markings in crystals

  • Minor measurement differences due to manual measurement (approximately ±1–2 cm)

  • Items that have been worn, used, damaged, altered, or improperly cared for after delivery

  • Earrings (unless defective, due to hygiene reasons)

  • Sale, clearance, promotional, or discounted items

  • Custom-made, personalised, or pre-order items

💎 Natural Crystal & Gemstone Disclaimer

Each natural crystal, gemstone, jade, and mineral is formed by nature and is completely unique.

Natural characteristics such as:

  • Colour variations

  • Crystal inclusions

  • Mineral lines

  • Surface texture

  • Internal patterns

  • Shape and size differences

are normal and not considered defects.

Product images are for reference only. Due to lighting, photography, screen settings, and the natural characteristics of gemstones, the actual product received may differ slightly from the images shown on our website or social media.

📦 Return Shipping

For approved returns:

  • Items must be securely packaged to prevent damage during transit.

  • Customers are responsible for return shipping costs unless the return is due to an incorrect item sent by Zada Secret or a confirmed manufacturing defect.

  • We recommend using a tracked shipping service.

  • Zada Secret is not responsible for lost or damaged parcels during return transit.

❌ Damage Not Covered

Our return policy does not cover:

  • Normal wear and tear

  • Accidental damage

  • Improper handling or storage

  • Damage after delivery

  • Broken elastic caused by excessive stretching or misuse

  • Tarnishing caused by water, sweat, perfume, lotion, chemicals, or improper care

❌ Order Cancellation Policy

To ensure efficient order processing, all orders are final once payment has been successfully confirmed.

Once an order has been placed:

  • Order cancellation is not allowed.

  • Order details cannot be changed or modified.

  • Orders cannot be combined with another order.

Please carefully review your product selection, shipping address, and order details before completing your purchase.

If Zada Secret is unable to fulfil your order due to unforeseen circumstances or product unavailability, we will contact you and arrange an appropriate solution.

💬 Need Assistance?

If you have any questions regarding your order, return request, or product information, please contact us:

📧 Email: zadasecret@gmail.com
📱 Instagram DM: @zadasecret_jewellery

For faster assistance, please include your order number and any relevant photos or videos.

Thank you for choosing Zada Secret. We truly appreciate your trust and support, and we are committed to providing beautiful natural crystal jewellery with quality service. ✨