Refund policy

Last updated: March 27, 2026

GOLDZENN Return & Refund Policy

At GOLDZENN, we stand behind every piece we sell. This policy explains exactly what you can and cannot return, how refunds work, and what to expect at every step. Please read it carefully before making a purchase.

Quick Reference: Return Eligibility at a Glance

Product Category	Return Window	Refund Type	Final Sale?
Ready-to-Ship: Under $300	14 days	Full cash refund OR 110% store credit (1st return, max $50 bonus)	No
Ready-to-Ship: $300 – $2,000	14 days	110% store credit (1st return, max $50 bonus) OR cash refund minus 10% restocking fee	No
Ready-to-Ship: Over $2,000	14 days	100% store credit only — no cash refunds	No
Gold Cuban Links (10K/14K Yellow, under $10K)	14 days	Exchange only — no cash refunds, no store credit	No (exchange only)
Gold Cuban Links (18K+, White/Rose Gold, or over $10K)	—	None	YES
Silver Cuban Links (14mm and under)	14 days	Cash refund minus 10% restocking fee OR 110% store credit (1st return, max $50 bonus); exchanges allowed	No
Silver Cuban Links (16mm and above)	—	None	YES
Tennis Chains (4mm and under)	14 days	Follows standard return tiers by price (see above)	No
Tennis Chains (4.5mm and above)	—	None	YES
Custom / Made-to-Order Pieces	—	None	YES
Watches	—	None	YES
Sale / Discounted Items	—	None	YES
Layaway Purchases	—	Exchange or store credit at GOLDZENN's discretion only	No cash refunds

Section 1: Standard Return Tiers (Ready-to-Ship Items)

These tiers apply to ready-to-ship items that are not Cuban link chains, oversized tennis chains, watches, custom pieces, or sale items. If your item falls into one of those categories, see the relevant section below.

Tier 1 — Items Under $300

14-day return window from carrier-confirmed delivery date
Full cash refund to your original payment method, OR 110% GOLDZENN store credit (first return per customer only, maximum bonus of $50; subsequent returns receive 100% credit)
No restocking fee
Free prepaid return shipping label provided by GOLDZENN

Tier 2 — Items $300 to $2,000

14-day return window from carrier-confirmed delivery date
110% store credit (first return per customer only, maximum bonus of $50; subsequent returns receive 100%), OR cash refund with a 10% restocking fee deducted
Free prepaid return shipping label provided by GOLDZENN

Tier 3 — Items Over $2,000

14-day return window from carrier-confirmed delivery date
100% store credit only. No cash refunds. No 110% bonus.
Free prepaid return shipping label provided by GOLDZENN

Section 2: Cuban Link Chains (Handmade, Made-to-Order)

Cuban link chains are handmade to order with a 4–6 week production time. Because each piece is crafted specifically for the customer, return options differ from standard items.

Gold Cuban Links (10K and 14K, Yellow Gold, Priced Under $10,000)

No cash refunds
Exchanges are allowed within the 14-day return window:
- You may exchange for a longer or thicker Cuban link (you pay any price difference)
- You may exchange for a completely different GOLDZENN product under $10,000 (you pay any price difference)
- Item must be in original, unworn condition with original packaging
- One exchange per order
- Must be initiated within the 14-day return period

Gold Cuban Links That Are FINAL SALE (No Returns, No Exchanges, No Exceptions)

18K gold and above
White gold or rose gold (any karat)
Items priced over $10,000
Any Cuban link that has been worn, altered, or resized

Silver Cuban Links (14mm and Under — 5mm Through 14mm)

Cash refund with a 10% restocking fee deducted, OR 110% store credit (first return per customer only, maximum bonus of $50; subsequent returns receive 100%)
Exchanges allowed — same rules as gold Cuban links above (different size/width or a different GOLDZENN product under $10,000; you pay any price difference)
14-day return window
Free prepaid return shipping label provided by GOLDZENN

Silver Cuban Links (16mm and Above) — FINAL SALE

No returns, no exchanges, no refunds.
These are oversized specialty pieces with very limited resale demand.

Section 3: Tennis Chains

Tennis Chains (4mm and Under — 2mm Through 4mm)

Follow the standard return tiers in Section 1 based on item price
Subject to the same conditions: unworn, original packaging, 14-day window

Tennis Chains (4.5mm and Above) — FINAL SALE

No returns, no exchanges, no refunds.
These are oversized specialty pieces with very limited resale demand.

Section 4: Truly Custom Pieces — FINAL SALE, No Exceptions

All custom pieces are handcrafted to your exact specifications. Once production begins, custom orders CANNOT be returned, exchanged, refunded, or credited under ANY circumstances — including dissatisfaction with the finished product.

This includes:

Items with custom design modifications
Custom pendants made to specific client requirements (selfie chains, photo pendants, custom dog tags)
Any piece where the design was created or modified specifically for you
Items explicitly marked as “Made to Order” with non-standard specifications
Chains or bracelets ordered with any sleek lock (plain sleek, I-style sleek, lab diamond sleek, or any custom lock variant) or handmade box lock. These locks are custom-fabricated for each order and are permanently attached to the chain. The entire order (chain + lock) is considered a single custom piece and is FINAL SALE.

Note: Minor laser engravings (such as initials or short text) on standard items do not make the item custom, as these can be removed without altering the piece. However, orders that include custom-fabricated components — such as sleek locks, handmade box locks, or bespoke design elements that require dedicated labor and materials — are FINAL SALE as a complete unit.

These items are manufactured specifically for you and cannot be resold as standard inventory. By placing a custom order, you acknowledge and agree that the item is being produced exclusively for you and that no returns, exchanges, or refunds will be issued once production has commenced.

We strongly recommend contacting us at 321-521-4651 before placing a custom order to discuss specifications, confirm details, and ensure the piece meets your expectations.

Note: Handmade Cuban link chains, while made to order, have separate exchange rules — see Section 2 above.

Section 5: Watches — FINAL SALE

ALL watch purchases are FINAL SALE.
Zero exceptions — no returns, no exchanges, no refunds, no store credit.
Due to authentication requirements and valuation complexity, all watch sales are final.

Section 6: Sale and Discounted Items — FINAL SALE

Items explicitly marked as “Final Sale” or “Clearance” at the time of purchase are FINAL SALE — no returns, no exchanges, no refunds.
Important: Standard retail pricing displayed on product pages (including compare-at or “was/now” pricing) does not constitute a “sale” or “discount” under this section. GOLDZENN’s listed prices are our standard retail prices. This section applies only to items specifically tagged as Final Sale or Clearance, or items purchased using a promotional discount code applied at checkout.

Section 7: Return Conditions (Applies to All Eligible Returns)

For any return or exchange to be approved, all of the following must be met:

Item must be unworn and unaltered, in its original GOLDZENN packaging
Must include all certificates, tags, and accessories that came with the item
Must have proof of purchase (order confirmation email or receipt)
Return must be initiated within 14 days of carrier-confirmed delivery
You have 7 days after Return Authorization (RA) approval to ship the item back
Unauthorized returns (shipped without an RA number) will not be accepted and will be returned to the sender at the sender's expense

Section 8: Return Shipping

GOLDZENN provides a free prepaid return shipping label for all eligible domestic (United States) returns
International Returns: For orders shipped outside the United States, return shipping costs are the sole responsibility of the customer. We recommend using a tracked and insured shipping method. GOLDZENN is not responsible for return packages lost in transit without tracking.
For domestic returns, you must use only the provided label — returns shipped via other methods will not be accepted
All return shipments are insured and trackable through the prepaid label
Please ship securely in the original GOLDZENN packaging

Section 9: How to Initiate a Return or Exchange

Contact us within 14 days of delivery:
- Email: contact@goldzenn.com — Subject line: “Return Request — Order #[your order number]”
- Phone: 321-521-4651 (Monday–Friday, 10 AM–7 PM EST | Saturday, 10 AM–4 PM EST)
Our team reviews your request and provides a Return Authorization (RA) number along with a prepaid return shipping label.
Ship the item within 7 days of receiving your RA approval, using the provided label.
GOLDZENN inspects the returned item within 3 business days of receiving it.
You will be notified of approval or rejection via email.

Section 10: Order Cancellation

12-hour cancellation window from the time the order is placed
A 5% cancellation fee is deducted from your refund to cover payment processing costs
Cannot cancel if a tracking number has already been issued
Cannot cancel custom or made-to-order items once production has started
To cancel: email contact@goldzenn.com with the subject line “Cancel Order #[your order number]” or call 321-521-4651

Section 11: Layaway

Layaway purchases are NOT eligible for cash refunds. If a customer chooses not to complete a layaway purchase, all payments made will be converted to GOLDZENN store credit. No cash refunds will be issued for layaway payments under any circumstances.
Layaway pricing is subject to market adjustments: because GOLDZENN's prices are tied to live precious metal markets, the remaining balance will reflect current market pricing. If gold or silver prices increase during the layaway period, the remaining balance adjusts upward. If prices decrease, the customer benefits from the lower price on their remaining balance.
Layaway payments are non-refundable deposits that secure your item during the payment period. Each payment represents a commitment to the purchase and is applied toward the final balance.
Layaway duration: Layaway plans must be completed within 12 months of the initial payment. If the balance is not paid in full within this period, GOLDZENN reserves the right to cancel the layaway and convert all payments made to store credit. Payment schedules are agreed upon at the time of purchase, and GOLDZENN reserves the right to require minimum monthly payments.
In the rare event that a layaway item is no longer available or cannot be reproduced, the total amount paid will be applied as store credit toward any other GOLDZENN product.

Section 12: Store Credit Terms

Valid for 12 months from date of issue
Redeemable on any available product at goldzenn.com
Product availability varies — not all items listed are in stock at all times
GOLDZENN is not obligated to source, produce, or hold specific items for store credit redemption
Non-transferable
Non-refundable for cash under any circumstances
Expired store credit cannot be reinstated
The 110% bonus applies to the first eligible return per customer only, with a maximum bonus of $50. For example, a $730 return receives $780 in store credit (not $803). Returns under $500 receive the full 110%. All subsequent returns receive 100% credit value.
If you need assistance selecting a product, contact our team at 321-521-4651

Section 13: Damaged, Defective, or Incorrect Items

Report any issue within 48 hours of the carrier-confirmed delivery date
Include the following in your report:
- Order number
- Clear photographs of the damage or defect
- A written description of the issue
Contact: contact@goldzenn.com or 321-521-4651
GOLDZENN will respond to all damage and defect reports within 2 business days.
Defects are verified by GOLDZENN’s quality team upon physical inspection of the returned item. Photographs are required to initiate the process but do not constitute verification on their own — the item must be returned and inspected before a resolution is issued.
For verified defects, GOLDZENN offers a replacement, exchange, or full refund — regardless of the item’s price tier — at no cost to you. A prepaid return label will be provided.
This section covers damage that occurred during shipping or manufacturing defects only. Damage resulting from customer handling, wear, or misuse after delivery is not eligible for replacement or refund under this section. See Section 15: 1-Year Limited Warranty for coverage of manufacturing defects discovered after the 48-hour window.

Section 14: Exchanges

One exchange per order for preference reasons (size, style, or product change). Exchanges due to a verified defect in the replacement item are handled under Section 13 and do not count toward this limit.
Exchanges must be initiated within the 14-day return window from carrier-confirmed delivery.
You may exchange for an item of equal or higher value (you pay any price difference). Exchanges for a lower-value item will result in the difference being issued as GOLDZENN store credit — no cash refunds on the difference.
Item must be in original, unworn condition with original packaging.
Subject to product availability. If the requested exchange item is not available, GOLDZENN will offer alternative options or issue store credit for the value of the returned item.
GOLDZENN provides a prepaid return label for the exchanged item. Shipping for the replacement item is the customer’s responsibility and will be charged at standard shipping rates. In select cases, GOLDZENN may waive replacement shipping at its discretion.
For Cuban link chain exchanges specifically, see Section 2.

Section 15: 1-Year Limited Warranty

Every GOLDZENN piece is backed by a 1-year limited warranty covering defects in materials and workmanship under normal use. The warranty period begins on the carrier-confirmed delivery date and applies to the original purchaser only. Proof of purchase from goldzenn.com or an authorized GOLDZENN location is required for all warranty claims.

What Is Covered

Clasp or closure failures
Stone setting defects (loose or fallen stones not caused by impact)
Manufacturing defects in chain links or metalwork

What Is NOT Covered

Normal wear and tear, scratches, or tarnishing
Damage from misuse, accidents, or improper care
Items that have been altered, repaired, or resized by a third party
Loss or theft
Items purchased from unauthorized resellers or secondhand markets

How to File a Warranty Claim

Contact us at contact@goldzenn.com or 321-521-4651 with your order number and clear photos of the defect.
GOLDZENN will review your claim and respond within 3 business days.
If approved, ship the item to GOLDZENN at your expense using an insured, trackable shipping method. GOLDZENN is not responsible for items lost or damaged during transit to us.
Upon inspection, GOLDZENN will repair or replace the item at its sole discretion. Warranty repairs are typically completed within 2–4 weeks.
The repaired or replacement item will be shipped back to you. Shipping costs both ways are the customer’s responsibility for warranty claims.

Note: Warranty service covers the cost of labor and minor repairs only. If a warranty repair requires significant additional material (such as gold or silver), GOLDZENN will provide a cost estimate for the customer’s approval before proceeding. Shipping is not covered under warranty.

Lifetime Warranty — Handmade Cuban Link Chains Only

All handmade Cuban link chains purchased from GOLDZENN are backed by a lifetime warranty against defects in materials and workmanship. This warranty applies for the life of the product and covers:

Link separation or breakage under normal wear
Clasp or closure failures
Manufacturing defects in the chain construction

This lifetime warranty does NOT cover:

Normal wear and tear, scratches, or tarnishing
Damage from misuse, accidents, excessive force, or improper care
Items that have been altered, repaired, or modified by a third party
Loss or theft
Items purchased from unauthorized resellers or secondhand markets

To file a lifetime warranty claim:

Contact us at contact@goldzenn.com or 321-521-4651 with your order number and photos of the issue.
GOLDZENN will review and respond within 3 business days.
If approved, ship the chain to GOLDZENN at your expense using an insured, trackable shipping method. GOLDZENN is not responsible for items lost or damaged during transit to us.
GOLDZENN will repair the chain. Turnaround is typically 2–4 weeks depending on the repair.
The repaired chain will be shipped back to you. Shipping costs both ways are the customer’s responsibility.

This lifetime warranty applies to the original purchaser only and requires proof of purchase from goldzenn.com or an authorized GOLDZENN location. It applies exclusively to handmade Cuban link chains — machine-made chains, tennis chains, bracelets, earrings, and all other products are covered under the standard 1-year limited warranty above.

Section 16: Return Limits

GOLDZENN reserves the right to limit or decline returns for customers who have exceeded 3 returns within a 12-month period. This policy ensures we can continue offering generous return and exchange terms to all of our valued customers.

Section 17: Refund Processing

Cash refunds: Credited to your original payment method within 5–10 business days of approval. Your bank or card provider may require additional processing time.
Store credit: Issued via email within 2 business days of approval. Valid for 12 months.
Original shipping charges are non-refundable unless the return is due to a GOLDZENN error (wrong item shipped, defective product, etc.).

Section 18: Contact Us

Email: contact@goldzenn.com
Phone: 321-521-4651 (Monday–Friday, 10 AM–7 PM EST | Saturday, 10 AM–4 PM EST)
Address: GOLDZENN, 1056 SW 67th Ave, Miami, FL 33144

This policy applies to all purchases made through goldzenn.com. In-store purchases may be subject to different terms.