Refund policy

At Eterna by Zahara, we want you to be completely happy with your purchase. This policy is designed to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Right to cancel. You have 14 calendar days from receipt of your order to cancel your purchase without giving a reason. To exercise this right, contact us by email at customer@byzahara.com before the deadline (you can use the form below).

Return period and conditions. Once you've told us you wish to cancel, you must return the item to us within 14 calendar days. The item must be unused, in perfect condition and in its original packaging. The direct cost of returning the product is your responsibility.

Refund. We will refund the amount paid (including the standard initial delivery cost) within 14 calendar days of being informed of your decision, using the same payment method you used for the order. We may withhold the refund until we have received the goods back, or you have supplied evidence of having sent them back.

Exceptions to the right to cancel. The right to cancel does not apply to personalised or bespoke products (for example, made-to-order pieces, special orders, or jewellery made using flowers supplied by the customer). These orders are non-refundable except in the case of a manufacturing defect.

Faulty or incorrect products. If you receive a faulty item, one damaged in transit, or one that differs from what you ordered, contact us at customer@byzahara.com within 14 days of receipt, attaching photographs. We will arrange a replacement, repair or refund, and cover the return costs. Products are covered by your legal rights under the Consumer Rights Act 2015.

Handmade nature of the product. Our jewellery is handmade using real natural flowers. Because of this, small variations in colour, shape or size between pieces are inherent to the product and are not considered defects — they're part of what makes each piece unique.

Cancellation form template (Only complete and send this if you wish to cancel your order.)
To: Eterna by Zahara LTD — 14-2 Argyle Walk, London WC1H 8HA, United Kingdom — customer@byzahara.com
I hereby give notice that I cancel my contract for the sale of the following product: __________
Order number: __________ — Order date / date received: __________
Customer name: __________
Customer address: __________
Date: __________