Refund policy

Returns, Refund & Warranty Policy

A piece either works for you. Or it comes back.


That is the standard ZORÁE holds its work to. Every piece is individually produced in Dubai. Solid 14K gold, certified lab-grown diamonds, made for the size and specification you selected.

If it does not feel right when it arrives, return it. No questions asked.

 

The 30 Day return

ZORÁE accepts returns within 30 days of delivery. No reason is required.

 

 

TO BE ELIGIBLE:

  • The piece is unworn and in original condition
  • All original packaging and diamond certificates are included
  • The security tag, where applicable, remains intact
  • Returns are accepted within 30 days of delivery. Items must be unworn, in original condition, with all packaging and certificates included.

 

ZORÁE arranges the return. Insured collection from your address, at no cost to you. You will not handle the logistics. You will not pay for the shipping.

 

The inspection

Every piece returned to The ZORÁE Atelier is received and assessed by the same hands that finished it. The inspection confirms the piece is in the condition stated - unworn, complete, and undamaged since delivery.



This is not a formality. It is the same standard applied on the way out, applied again on the way back. A piece that does not meet the return conditions will not be accepted. The customer will be notified and the piece returned.

 

 

The refund

Once the piece is received and inspected, the refund is issued in full.

Choose how it is returned to you:

  • Refunds to your original payment method are processed within 10–45 business days depending on your issuing bank.
  • As BEATS: Applied to your account immediately, with a 5% uplift on the full purchase value. 1 BEAT equals 1 AED. No expiry. No minimum spend. Use them on any future piece, in full or in part.


The 5% is ZORÁE's way of saying: stay.

For purchases made partly in BEATS and partly by card, the card portion is refunded to your original payment method and the BEATS portion returns to your balance, with the 5% uplift applied to the card portion if you choose BEATS for your refund.

 

Cancellation Policy

Orders may be cancelled within 24 hours of placement, provided production has not yet begun. To cancel, contact us immediately via support@zorae.com or through the Concierge on zorae.com. Once production has started, cancellation is no longer possible as the piece is being made specifically for you. Approved cancellations will be refunded to the original payment method within 10–45 business days depending on your issuing bank.

 

Resizing

The piece should fit the way it was designed to be worn.


One complimentary resize is included within 60 days of delivery, for rings and tennis pieces where the construction allows for adjustment. This covers ±2 sizes from the original specification.



ZORÁE handles the return logistics. Processing time is 3–5 business days once the piece is received. The piece is returned to you by insured express courier.

 

12-Month Craft Warranty

Every ZORÁE piece is backed by a 12-month warranty against manufacturing defects. If a piece does not meet the standard it left with, ZORÁE will make it right.

The warranty covers:

  • Manufacturing defects in structure or finish
  • Stone setting issues resulting from workmanship
  • Clasp or mechanism failure under normal use
  • Prong wear or setting movement within 12 months of normal wear
  • Polishing or finishing flaws present at delivery


The warranty does not cover:

  • Normal wear and abrasion over time
  • Damage from impact, pressure, or accidents
  • Discolouration from perfume, lotion, chemicals, pools, or saunas
  • Stones lost through accidental damage
  • Loss or theft
  • Damage from third-party resizing or repairs


If a warranty issue is confirmed following inspection, ZORÁE will repair or replace the piece at no cost. The appropriate remedy is determined after inspection.


Arrived damage

If the parcel arrives damaged, do not discard the packaging. Photograph the outer box and the contents immediately. Contact us within 48 hours at support@zorae.com. ZORÁE will open a courier insurance claim and manage the process from there.

 

how to begin a return or claim

Reach the ZORÁE Concierge through WhatsApp or the support chat on zorae.com. For warranty claims or documented issues, write to support@zorae.com with your order number, a description of the issue, and photographs where relevant.

The Concierge will confirm your return, answer any questions, and issue a prepaid return label directly to you. Once the label is received, pack the piece in its original packaging and arrange the collection. ZORÁE handles the rest.


A response is issued within 48 hours. In most cases, significantly sooner.

 

Changes to Policy

We may update this policy occasionally.
Continued use of the website after changes means you accept the revised policy. This policy applies to all purchases made through zorae.com and the ZORÁE member platform.

 

This policy was last updated April 2026