Policies
Return & Exchange Policy
Effective date: 17 August 2026
This Return Policy explains when a ZIYO.co order can be returned or exchanged, which items are excluded, and how refunds are processed.
1. Return window
Requests must be raised within 7 days of delivery by emailing support@ziyo.co with the order number and photographs of the item and packaging. Items must be unworn, unaltered and returned with the original box, invoice, certificates and hallmark tags intact.
2. Items that cannot be returned
Custom, made-to-order, engraved, resized and personalised pieces cannot be returned or exchanged unless the item is faulty or the wrong item was delivered. Gifting items received under a launch offer must be returned together with the qualifying purchase.
3. Exchanges and resizing
One complimentary size exchange is available on eligible ready-to-ship silver and gold pieces within the return window, subject to stock. Any difference in metal weight or value is charged or refunded at the rate applicable on the exchange date.
4. Faulty, damaged or incorrect items
If an item arrives damaged, faulty or is not what you ordered, contact us within 48 hours of delivery. Once verified, ZIYO.co will repair, replace or refund the item in full, including delivery charges.
5. Refund method and timeline
Approved refunds are issued to the original payment method within 7–14 working days of the returned item passing inspection at our Dubai facility. Instalment purchases through tabby or tamara are refunded through the same provider, and their own settlement timelines apply.
6. Delivery charges on returns
Delivery charges are refunded only where the return results from a fault, damage or an incorrect item. For change-of-mind returns, the original delivery charge is retained and the cost of return collection is borne by the customer.
7. Gold rate movement
Gold and diamond prices move with the market. Refunds are made at the value paid on the original invoice; exchanges are recalculated at the gold rate applicable on the day of exchange.
8. Contact
For returns support, email support@ziyo.co or call +971 50 963 6916 during customer-care hours.
ZIYO.co · ZIYO.co by Ziya Gold Trading LLC, Gold Souk Extension, Deira, Dubai, United Arab Emirates