ORDER CANCELLATION & REFUND POLICY

Our refund policy is universally and rigorously applied to all order cancellations, with consistent and equitable enforcement cancellation fees based on the timeline. There will be no exception to this rule. Purchasing from ZM Fine Jewelry signifies that you agree and accept the ZM Fine Jewelry Terms of Service, Terms & Conditions & Refund Policy.

 1. ZM Fine Jewelry MADE TO ORDER JEWELRY 

Order cancellations on ZM Fine Jewelry Made To Order Jewelry are subject to cancellation & restocking fees, which vary based on the stage of production. 

1.1 BEFORE CAD APPROVAL 

1.1.a Within the first week of purchase (within 7 days from order date) 

1.1.b After the first week of purchase (after 7 days from order date) 

1.2 AFTER CAD APPROVAL 

1.3 ONCE YOUR RING IS READY

2. ZM FINE JEWELRY IN STOCK JEWELRY 

Order cancellations on Zen Moissanite In Stock Jewelry are subject to cancellation & restocking fees. 

2.1 WITHIN 24 HOURS OF PURCHASE 

If for any reason, you do not want your in stock item anymore, we will issue a partial refund or store credit subject to cancellation & restocking fees within 24 hours of placing your order: 

• Partial refund: Order value minus 20% fees 
• Store Credit: Order value (No Applicable Fees) 

2.2 OVER 24 HOURS AFTER PURCHASE 

We do not accept cancellations over 24 hours after purchase for in stock items as the package is scheduled to be picked up or already out for delivery.

2.3 ONCE ITEM HAS BEEN RECEIVED

We are happy to offer returns and exchanges on eligible ready-to-ship jewelry within 30 days of delivery.

To qualify, items must be unworn, undamaged, and returned in their original condition. Please note that any items resized at the customer's request prior to shipment are considered final sale and are not eligible for returns or exchanges.

Items that have been worn or damaged are also not eligible for returns or exchanges.

3. ZM Fine Jewelry LOOSE GEMSTONES 

3.1 MOISSANITE, LAB-EMERALD, LAB-SAPPHIRE 

Excludes Lab-Diamonds 

1.1.a Within the first week of purchase (within 7 days from order date) 
• Partial refund: Order value minus 35% fees 
• Store Credit: Order value (No Applicable Fees) 
 
1.1.b After the first week of purchase (after 7 days from order date) 
• Partial refund: Order value minus 50% fees 
• Store Credit: Order value (No Applicable Fees) 

If for any reason you are not satisfied with your loose gem, you are entitled to return or exchange your stone, no questions asked! ZM Fine Jewelry gems have a 7-day return policy which means you must return it to us (in Ottawa, Canada) within 7 days of having received it yourself.

Each of these transactions have a 50% restocking fee associated with them. The buyer is also responsible to return the stone to us (cover shipping cost as well as duties and taxes if applicable).

For refunds, all of the parts that you received must be returned to us such as the packaging and warranty card. Exception: any custom cuts (not listed on website) are final sale. They are not eligible for exchanges or returns and are non-refundable. 

3.2 LAB-DIAMONDS 

ZM Fine Jewelry loose Lab Diamonds are final sale. They are not eligible for exchanges or returns and are non-refundable. 

4. PAYMENT PLAN CANCELLATIONS 

Order cancellations on ZM Fine Jewelry Payment Plans are subject to cancellation & restocking fees, which vary based on the stage of production. Policies 1, 2, & 3 are relevant to determine the applicable fees and procedure. Policies 1, 2 & 3 in the context of payment plan cancellations will consider the full amount owed (total invoice) when calculating the associated fees, not the amount paid towards the invoice.

5. ORDER PRIORITIZATION CANCELLATIONS 

Order Prioritization cannot be canceled at any point during production nor can it be refunded* once purchased. 

6. RETURNS & EXCHANGES 

6.1 ZM FINE JEWELRY LOOSE GEMS 

See Policies 3.1 & 3.2 

6.2 ZM FINE JEWELRY JEWELRY 

We do not accept returns or exchanges on any ZM Fine Jewelry Jewelry (made to order or in stock items) regardless of condition (new or used). We do not offer partial refunds or have a trade-in program but can work in collaboration with the client to recycle as much materials from your current design to create a new design.

7. DEFECTIVE OR SUBSTANDARD ITEMS 

If a ZM Fine Jewelry product has a manufacturer defect upon shipping to the client that was incurred during transit or missed during our quality assurance inspection, we will repair it under our Manufacturer’s Warranty or offer an exchange (our discretion). 

8. ZM FINE JEWELRY REFUSING CLIENTS 

The ZM Fine Jewelry team reserves the right to refuse clients and cancel orders at any stage of production. In these instances, ZM Fine Jewelry will partially refund the client and retain the applicable cancellation & restocking fees as outlined in our Order Cancellation & Refund Policy. 

Client refusal may come as a result of (but is not limited to) online or in person: 

• Use of offensive and/or abusive language towards staff 
• Harassment and/or threats towards staff 
• Inappropriate Behaviour towards staff

Please note that the ZM Fine Jewelry team will not tolerate harassment of any kind during the course of their transaction/production, and reserves the right to end our business relation with a client and cancel their order.

QUESTIONS 

Please contact us at team@zmfinejewelry.com for any questions or concerns.