Refund policy

Due to the custom nature of our products, orders are eligible for refunds only if they have not yet entered the processing phase. Once the order is approved and production begins, refunds cannot be issued for reasons such as a change of mind, dissatisfaction with the design, or personal circumstances.

Design Previews and Approval: For products requiring a design preview, we will send the design to your email within 24–48 hours of purchase. You can request free revisions until you are delighted. If you do not respond within 24 hours of receiving the preview, we will proceed with production to avoid unnecessary delays, and the design will be considered approved. Please ensure you check the email used for your order promptly after purchase.

Refunds and Exchanges: The only exception to a refund is if you receive a necklace that is broken or has production defects. This applies to the necklace itself, not to the packaging or container, which may vary or not be included. In such cases, we will gladly reship the product at no additional cost or issue a refund if explicitly requested. For shipped items that do not meet this criterion, we offer exchanges instead of refunds.

Non-returnable items:

  • Gift cards

Requirements for Exchanges: To qualify for an exchange, the reason must align with our return/exchange policy guidelines, and proof of purchase is required.

Refund Process: Once we receive and review your refund request, you will be notified via email regarding the status. If approved, your refund will be processed, and a credit will be applied to your original payment method within a specified number of days.

Late or Missing Refunds: If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card provider, as it may take time before the refund is officially posted.
  3. Reach out to your bank if necessary, as processing times can vary.

If you’ve completed all steps and still haven’t received your refund, please contact us at info@zorogem.com.

We are committed to the quality and durability of our products. Our lifetime warranty covers any damage, defects, or errors related to the necklace. If your necklace arrives damaged or faulty, we will send a replacement free of charge with expedited shipping included. Please send us a photo of the damaged necklace at your convenience, and we will handle the rest.

Shipping for Exchanges: To arrange an exchange, please contact us. Shipping times for exchanged items may vary depending on your location. For items valued at over $75, we recommend using a trackable shipping method or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

We appreciate your understanding, as these items are custom-made just for you and cannot be resold. Thank you for choosing Zorogem!


Questions about our policy should be sent to us at info@zorogem.com or by mail at: GO FOR MART LLC 7901 4TH ST. N STE 11056, ST. PETERSBURG, FL 33702, USA.