WARRANTY, CANCELLATIONS AND RETURNS POLICY

Our top priority is to ensure that our clients receive high-quality, suitable, and safe products. We understand that our clients rely on our products to meet their needs and expectations. In the unlikely event that a product does not meet these standards, we will apply our Warranty Policy to protect our clients. 

Warranty term

The warranty period is thirty (30) calendar days from the date of product receipt. 

Exclusions for the warranty

At ZOMA, we stand by the craftsmanship of every piece. Our warranty applies exclusively to cases of manufacturing defects. This does not include issues arising from normal wear and tear, improper use, or lack of care. 

Conditions for warranty claims

To initiate a warranty claim, please note the following:

1. The jewel must be free of dirt and residues to allow proper inspection.
2. When possible, the jewel should be returned in its original packaging to protect it during transit.
3. Damage caused by contact with chemicals or improper care is not covered under this warranty.

Warranty claim procedure

In the event that a client needs to make a warranty claim, we have established a specific procedure to ensure that the matter is handled promptly and efficiently. We ask that clients follow the steps outlined below:

1. Before starting the warranty claim process, we kindly ask that you carefully review the exclusions and conditions for warranty claims herein set forth.
2. Send an email to info@zomaboutique.com including the following: a) your full name, b) mailing address, c) phone number, d) description of the issue with the Product, e) invoice number, f) Order number.
3. Once we receive a claim, we will respond within 5 business days, providing the client with instructions on how to deliver the product to the courier designated by Zoma. Upon receiving the product, we will check it thoroughly and confirm whether the warranty claim is valid.
4. If the warranty claim is not pertinent, we will inform the client via email and provide the reasons why the claim is not applicable. We will then return the product to the client's mailing address as indicated.  If the warranty claim is valid and pertains, we will respond within 15 calendar days after receiving the product. We will contact the client to explain the replacement procedure, and if the client agrees to a replacement product, we will send it to the client's mailing address and provide the tracker number via email. Otherwise, if the client prefers to exchange the product for another product in the Zoma’ store, we will generate a voucher for the same amount as the returned product.
5. Nevertheless, in the event the client does not want another product as a warranty, Zoma will proceed with a refund of the amount paid by the client for the product. In this case, Zoma will require the following information from the client: a) Account number, b) Financial institution, c) bank certificate issued by the financial institution. Once we have received this information, we will initiate the refund process and the refund will be issued within 30 days.
6. Zoma understands that prompt refunds are important to our clients, and we will do our best to process the refund as quickly as possible. However, please note that the exact time it takes for the refund to appear in the client's account may vary depending on the client's financial institution. 

Cancellations claims

Zoma is committed to ensuring that our clients are completely satisfied with their purchases. However, if a client wishes to cancel a purchase made on our online store, they must submit their request within 5 business days from the date of purchase and follow the outlined steps below:

1. The client should send an email to info@zomaboutique.com including the following: a) your full name, b) mailing address, c) phone number, d) reason for canceling the order, e) invoice number, f) Order number.
2. Once we receive a claim, we will respond promptly within 5 business days. a) If the order has not yet shipped, we will proceed with the cancellation and refund. b) If the order has already shipped or been delivered within this period, the cancellation request cannot be processed, as the product is already on its way to you. Notwithstanding the foregoing, please be advised this provision does not affect your rights to a remedy in the event of a manufacturing defect, which remains covered under our warranty.

3. Zoma will generate a voucher for the exact amount paid by the client for the product. This voucher may be redeemed on our website within 6 months from the date of acceptance of the cancellation claim by Zoma. Please note that we do not provide refunds in cash or through the original payment method. However, we strive to provide our clients with a flexible and convenient shopping experience, and we believe that our voucher system offers an excellent alternative. 

Return claims 

In the event that a client wishes to return the product for reasons other than warranty issues, in such cases, we ask that clients follow the outlined steps below:

1. The return claim should be submitted by the client within the 15 calendar days after the purchase of the product. 
2. The client should send an email to info@zomaboutique.com including the following: a) your full name, b) mailing address, c) phone number, d) reason for returning the product, e) invoice number, f) Order number. 
3. Zoma will provide the client with the courier and tracker number, so the client can safely return the product to us. The product must be returned in its original packaging and labels, without any damage. 
4. Once Zoma receives the product, we will conduct a thorough check to ensure it meets our return conditions. If the product is compliant, Zoma will generate a voucher for the exact amount paid by the client for the product. This voucher may be redeemed on our website within one year from the date of acceptance of the cancellation claim by Zoma. However, if, upon inspection, ZOMA determines that the product shows signs of damage caused by exposure to chemicals, misuse, or improper care, the item will be returned to the client.

Exclusions for Return Claims

For hygiene reasons, earrings and stud earrings cannot be returned or exchanged, except in cases of manufacturing defect, which are fully covered under our warranty, so please refer our warranty terms.