Exchange and return policy
KENZ Return & Exchange Policy
At KENZ, we want you to shop with confidence. If you are not completely satisfied with your purchase, we offer a simple return and exchange process.
Returns & Exchanges
- Products may be returned or exchanged within 7 days of delivery.
- Items must be unused, unworn, and in their original condition.
- All original packaging, certificates, invoices, and complimentary gifts must be returned with the item.
Non-Returnable Items
- Custom-made or personalized jewelry
- Engraved products
- Special-order pieces made upon customer request
- Items resized, modified, repaired, or altered by a third party
- Products showing signs of wear, damage, or misuse
Refunds
- Once the returned item passes our quality inspection, the refund will be processed to the original payment method.
- Original shipping charges are non-refundable unless the return is due to a KENZ error.
- Refund processing may take 7–14 business days.
Exchanges
- Exchanges are subject to product availability.
- If the exchanged item has a higher value, the customer must pay the difference.
- If the exchanged item has a lower value, the balance will be refunded or issued as store credit.
Damaged or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos and your order number.
Ring Resizing
- One complimentary ring resizing is offered within 30 days of delivery for eligible ring designs.
- Full-eternity and certain custom designs may not be eligible.
Return Shipping
- Customers are responsible for return shipping costs unless the item received is defective or incorrect.
- We recommend using a shipping service that provides full insurance and tracking.