Refund policy
We have a 30 calendar day return policy, which means the customer has 30 calendar days from the date of invoice (not receipt purchase, we will send you the invoice once you complete your purchase) to request a return.
To be eligible for a return, your item must be in the original condition that you received it, with all packaging; boxes, envelopes, bags, and tags, and in its original packaging. You will also need the receipt/invoice or proof of purchase.
To start a return, you must contact us at CustomerService@ozoara.com or you may initiate the return process by signing into your account. For full details on our process, visit our Refunds & Exchanges page.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Customers cover all shipping cost for returns. Items sent back to us without first requesting a return will not be accepted.
Insurance coverage must be for full value of return item(s) as Ozoara & Co., nor any of its associates/manufacturers are NOT responsible for any lost or damaged shipments.
Additional fees may apply for abuse return privileges, not following guidelines, or shipping back unacceptable items.
Upon receiving and processing your return, we will exchange, replace, or credit, via original payment method within 3 business days (for direct pay items only, this does not apply to ShopPay/installment plan purchases). Items returned because of manufacturing defects will be exchanged.
Specific types of returns and their timelines
Diamonds with Grading Report Notable Gems, 10 calendar days from the date of invoice.
Finished jewelry that is eligible for return, 30 calendar days from the date of invoice.
Any special order, personalized, customized or engraved orders are NONREFUNDABLE, unless there is a manufacturer's defect.
Items Purchased via ShopPay Installment Plans and Payments
Refunds take up to 10 business days to be credited back to the customer. Refunds will exclude any interest and fees paid via the installments plan, these are the terms of the loan provider, not Ozoara & Co. All purchases made via the loan provider are subject to the terms of the loan provider. Regardless of payment type the return/refund timeline stated above remains the same. For example, a customer returns an item on day 29 of the 30 calendar days and said customer purchased via ShopPay/Installments, the return and corresponding refund, if accepted, will take up to 10 additional business days to credit the customer’s original payment type and will be less fees and interests. Fees and interests are NONREFUNDABLE.
NOTE: A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent.
You can always contact us for any return question at CustomerService@ozoara.com.
Damages and issues
Please inspect your order upon reception and note with the package handler before signing receipt of package of any obvious or known issues. Retain all shipping and packing material until the carrier has made an inspection. File a claim directly with the carrier within 15 days, we cannot file a claim for you. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we are aware of the issue and in the case of having received the wrong item, we can investigate the issue and correct it.
Exceptions / non-returnable items
Certain types of items cannot be returned, refunded, or exchanged. All custom products (such as special orders, personalized items, or engraved items) are FINAL. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Domestic Shipping
At this time we ONLY ship to states within the United States, domestic shipping and Canada.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days( ShopPay/Installments not applicable) . 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 approved your return, please contact us at CustomerService@ozoara.com.