If your package arrives damaged, please refuse the delivery.

Faulty Items

We sincerely apologise if you have experienced any fault with your EzaVision jewellery. Issues can occasionally occur during transportation.

If your item is faulty upon delivery, you must report this immediately after receiving your package through your customer account. If a significant amount of time has passed from delivery and you claim the item was faulty when delivered, we may not be able to assist.

Please contact us on our portal before returning any item, so our team can advise you on the next steps. Providing a photo of the fault will speed up the process.

Consumer Rights:
Under the Consumer Rights Act 2015, if your item is faulty, all return-related costs will be covered by us. Standard delivery shipping fees will also be refunded on faulty orders.

Delicate Items

Products made with thin or delicate chains must be handled with care due to their structure. It is the customer’s responsibility to wear and handle these items carefully.

Breakages caused by everyday incidents such as jewellery catching on clothes/hair, being worn while sleeping, pulling/stretching, or carrying bags on the wrist are not considered valid reasons for return or refund.

3-for-2 & Promotional Offers

If your order was placed using a “3 for 2” or similar promotional offer, returns will be recalculated accordingly.

For hygiene reasons, earrings are non-refundable and non-exchangeable unless faulty. Therefore, if an earring was the free item in a 3-for-2 promotion and you return the other items, the value of the free earring will be deducted from your refund.

Exchanges

To exchange an item, please raise a request through our Exchange & Refund Portal. You must return the original item to us.

Returned items must be sent within 30 days of purchase (UK and international). Items must be unused, unmarked, undamaged, and in their original packaging.

Earrings cannot be exchanged for hygiene reasons unless faulty.

You will bear the direct cost of returning the product. A shipping fee of £3.50 applies for sending replacement items.

Refunds

You may return unwanted items within 30 days of purchase. Refund requests must be submitted through the Exchange & Refund Portal. We recommend using a tracked delivery service with proof of postage.

Earrings cannot be returned for hygiene reasons unless faulty.

Refund of Shipping Fees:

• Within 14 days (Consumer Contracts Regulations): If you cancel your entire order within 14 days of receiving it, we will refund the standard delivery shipping fee.
• After 14 days but within 30 days: For change-of-mind returns outside the 14-day legal cancellation period but within our voluntary 30-day return policy, the original shipping cost will be deducted from your refund even if you received free shipping at checkout as this covers the delivery cost incurred by us.

This practice is fully compliant with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Once we receive your return, we will inspect it and notify you by email. Returns are usually processed within 7 working days (may take longer during busy periods).

International Orders

International customers are responsible for any customs duties or taxes. If you refuse delivery due to customs charges, no refund can be issued.

Refund Eligibility

To qualify for a refund, your item must be unused, in its original condition, and include original packaging. Items showing signs of wear cannot be accepted or approved for return.

Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

1. Check your bank account again.
2. Contact your credit card company — refunds may take time to post.
3. Contact your bank — processing times may vary.

If you still have not received your refund, please contact us at info@ezavision.com.

Please include the following in your return package:

• Your name
• Order number
• Reason for returning the item(s)
• Whether you would like a refund or exchange

This policy is in addition to, and does not affect, your statutory rights under UK law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).