At Zewar, we take great care in packing and delivering your jewellery. We accept return or replacement requests only in specific cases, as outlined below.

When can I request a return or replacement?

Returns or replacements are accepted only if:

  • The product is defective.
  • The product is damaged during transit.
  • The product received is wrong.
  • The product is missing from the package.

In eligible cases, Zewar may provide a replacement with a fresh piece or process a refund, depending on the circumstances and availability.

Unboxing Video is Mandatory

To raise a complaint for a damaged, defective, wrong, or missing product, you must record a complete and continuous unboxing video.

The video must:

  • Start before opening the parcel.
  • Clearly show the outer packaging and shipping/address label.
  • Show the parcel being opened without any cuts or edits.
  • Clearly show all items and packaging received inside.
  • Clearly show the condition of the product.

Complaints without a complete, uninterrupted parcel opening/unboxing video will not be considered.

Damaged Parcel

DO NOT ACCEPT THE ORDER IF THE PARCEL APPEARS DAMAGED, TORN, OPENED, OR TAMPERED WITH AT THE TIME OF DELIVERY.

If you notice any visible damage or tampering, please refuse the delivery and inform Zewar immediately.

Damaged, Defective, Wrong or Missing Product

Please inspect your order immediately after delivery.

If you receive a defective, damaged, wrong, or missing product, contact us within 48 hours of receiving the order and provide the complete unboxing video.

Complaints raised after 48 hours or without the required unboxing video may not be considered.

Conditions for Return/Replacement

For an eligible return or replacement:

  • The product must be in the same condition in which it was received.
  • The product should not have been worn, used, altered, or damaged after delivery.
  • All original packaging and accessories, if applicable, should be retained.
  • A valid and complete unboxing video must be provided.

If the return request is approved, Zewar will arrange a reverse pickup from the delivery address.

Refunds

Once the returned product is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed to the original payment method used for the order.

After the refund is initiated, it may take approximately 5–10 working days for the amount to reflect in your bank account or payment method, depending on your bank or payment provider.

Important Note

Zewar reserves the right to reject a return or replacement request if the product does not meet the above conditions or if the required unboxing video is not provided.

For any return or refund-related query, please contact our customer support team within the specified timeframe.