Refund policy

RETURNS & REFUNDS

 

If you are not satisfied with your purchase, you can return it within 30 days of delivery for a full refund. Please see below our return conditions and exceptions:

  • Returned items must be unworn, unaltered and in their original condition and packaging
  • Due to health and safety reason, all earrings are final sale (we accept returns on ear cuffs)
  • Returns will be shipped at the buyer's expense (we recommend using tracked shipping as we are not responsible for return packages that are lost/stolen in transit)
  • Items shipped after the indicated return window will not be accepted
  • We have the right to reject unauthorized returns or returns that don't meet our conditions

Please note that all refunds will be processed via the original payment method. Initial shipping charges are non-refundable. Contact us at info@boyozu.com to initiate the return process.

If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund, please contact us at info@boyozu.com.

 

EXCHANGES

 

OZU offers a 30-day exchange policy for items in their original, unworn condition, with the exception of earrings. Please be advised that return shipping costs are the sole responsibility of the customer. 

Please note that all returns and exchanges are subject to our thorough inspection and approval. We reserve the right to refuse any returns or exchanges that do not meet our quality standards.

To initiate the exchange process, please contact our customer service team at info@boyozu.com. We will be delighted to assist you with your exchange request.

 

DAMAGES, SHIPPING ISSUES & OTHER 

 

If your order arrives damaged or defective, please reach out to us info@boyozu.com. We'll be happy to replace it or provide a refund.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To start the replacement process, you can contact us at info@boyozu.com. Please note that replacements are at our full discretion. If the product is damaged by no fault of ours, a replacement will not be issued.

Please be advised that all returns are subject to a thorough inspection. We reserve the right to refuse returns if the item exhibits evidence of wear, damage, or misuse by the customer.

In the event of lost or stolen packages, we cannot be held responsible and are unable to offer refunds in such cases.  We highly recommend choosing a tracked shipping service. However, if this occurs, please reach out to us at info@boyozu.com, and we will do our best to assist you.

 

WARRANTY

 

We offer a lifetime warranty. If your product is defective, you can contact us at info@boyozu.com and we will do our best to make things right.

This warranty applies to all sterling silver, gold vermeil and 14k gold jewelry from OZU. However, it is important to note that this warranty does not extend to damages resulting from:

  • Normal wear and tear, including scratches, peeling, bending, discoloration, or degradation caused by exposure to chemicals, cosmetics, swimming pools, hot tubs, saltwater, bathing, or other environmental factors.
  • Loss or detachment of gemstones or components due to normal wear and tear.
  • Damage incurred due to rough handling, including pulling, tugging, or other forms of excessive force.

To initiate a warranty claim, please provide the following documentation:

  • Original purchase receipt OR
  • Authenticity serial number (found on the back of jewelry box OR product archive card)
  • Clear photograph of the damages

Please note that failure to provide the original purchase receipt OR authentic serial number may result in the rejection of your warranty claim. We reserve the right to verify the authenticity and validity of all claims, and we may request additional information or evidence to support your claim.

 

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

 

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without  justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Contact us at info@boyozu.com.