Refund policy

At GOLDZENN, customer satisfaction is our utmost priority. If you find any dissatisfaction with your purchase, we have established a detailed return and exchange policy to address your concerns.

Effective from 10/18/2023:

  • For items priced under $300 and returned within 7 days of delivery: Customers can opt for a full refund, exchange, or GOLDZENN store credit.
  • For items priced $300 or more and returned within 7 days: Only GOLDZENN store credit will be provided.

To be eligible for a return:

  • Products must be in their original packaging, unaltered, unworn, and in a resale-ready condition.
  • Ensure you initiate your return request within 7 days from the day of item receipt.

Start the return process by contacting us at 321-521-4651 or emailing contact@golzenn.com. After approving your request, we'll provide a return shipping label and specific return instructions. Once your return is approved, you have another 7 days to drop off the item at your local carrier or post office. Returns without prior notification or sent beyond this additional 7-day window will not be accepted.


Damage or Incorrect Items


Upon delivery of your GOLDZENN order, it's essential to inspect your items without delay. Should there be any defects, damages, or discrepancies in what you received compared to what you ordered, kindly reach out to us at the earliest. We're committed to promptly addressing and resolving any issues to ensure your complete satisfaction.


Non-Returnable and Non-Exchangeable Items

 

At GOLDZENN, certain items are crafted specifically to individual preferences, and due to their unique nature, cannot be returned or exchanged. This includes:

  • Custom Orders: Each custom piece is meticulously crafted based on specific client requirements. Once these bespoke items enter the production phase, returns, exchanges, or cancellations are not feasible.

  • Layaway Purchases: Items procured through our layaway program are not eligible for monetary refunds since they've been reserved for customers over a specified duration. However, we do accommodate exchanges or provide store credit for such purchases, given their long-term reservation status.


ORDER CANCELLATION


We offer a clear and concise cancellation policy for our customers. Please review the details below:


  • Time Frame: Customers have a 12-hour window from the time of order placement to request a cancellation. If a tracking number is issued before we receive a cancellation request, or if the production stage has begun, the order cannot be canceled.

  • Process: To cancel an order, promptly email us at contact@goldzenn.com with the subject line "Cancel Order # [your order number]". Alternatively, you can reach out to us at 321-521-4651 for immediate assistance.

  • Cancellation Fee: In the event that you wish to cancel your order after your payment has been processed, a nominal fee equivalent to 5% of the total order amount will be deducted as a cancellation fee. This fee is instituted to offset the costs incurred during the initial order processing and the subsequent restocking of items.

  • Refund: Upon confirmation and approval of your cancellation, we will initiate a full refund to your original payment method, minus the 5% cancellation fee. Please note that while we process refunds promptly on our end, the time it takes for your refund to be reflected in your account can vary depending on your bank or card provider. We appreciate your patience and understanding in this matter.

  • Special Cases: Custom orders and specific promotions might have distinct cancellation terms. Once custom orders enter the production phase, they are exempt from cancellation. We request your understanding and patience in this matter and assure you of our continued commitment to a seamless shopping experience.

Exchanges


We want to ensure that you are fully satisfied with your purchase. In cases where you receive a defective item, we will gladly provide a replacement of the same product. However, it's important to note:

  1. Only one replacement is permitted per order.
  2. To initiate an exchange, contact our team either by emailing contact@golzenn.com or by calling 321-521-4651. Provide all necessary details about the product and the reason for the exchange.
  3. Once approved, further instructions will be shared to facilitate the exchange process.
  4. Products eligible for exchanges must be returned in their original condition and packaging.

Refunds


Should you choose to pursue a refund, GOLDZENN commits to a transparent process:

  1. Upon receipt of your returned item, our team will conduct a thorough inspection.
  2. You will be notified of the outcome of this inspection and the subsequent approval or disapproval of your refund request.
  3. If your refund is approved, the amount will be credited back to your original payment method.
  4. It's crucial to understand that the processing time for refunds can vary. While we'll initiate the refund promptly, your bank or credit card company might take additional time to reflect the refund in your account.

We appreciate your patience and understanding throughout this process, always striving to make it as smooth as possible.