Buyer protection
What you can count on when you buy on Zahabna, and where the limits are. Every promise here follows the same rules our orders do.
A named jeweller behind every piece
- Every piece comes from a jeweller with their own name and page on Zahabna, shown on the piece's page.
- A jeweller can list pieces only after applying to sell on Zahabna.
- Zahabna is the seller on every order: you order from us, pay us, and return to us.
As described, or tell us
- If a piece arrives different from its listing (the wrong karat, metal or stones, damaged, or the wrong item), request a refund from your order within 14 days of delivery and tell us what's wrong.
- Our team reviews every request with the jeweller and lets you know the decision. You can follow it on your order.
- A final-sale piece can't be returned from your order page. If one arrives not as described, contact us and we'll look into it.
14-day returns
- You can ask to return most pieces within 14 days of delivery, even if you've simply changed your mind.
- Return collection by our courier is free, for a change of mind too. There's no restocking fee.
- We refund within 14 days of receiving the piece back, to your original payment method or, if you prefer, to store credit. We never deduct for gold-price movements.
- Before your order arrives, you can request a refund at any point. The return window only starts once it's delivered.
- You buy under the terms in force when you order. A later change, to our return window or to a piece's listing, won't take your return away.
- Personalised, engraved, made-to-order and pierced pieces are final sale and can't be returned. They're marked “Final sale” on their page and in your bag, before you pay.
Safe payment
- Online payments are made on the payment provider's own secure page, not on Zahabna, and your order is confirmed only once the provider confirms the payment.
- With cash on delivery, you pay only when your order is handed to you.
- You pay Zahabna, not the jeweller directly. The jeweller is paid only after your order has been delivered.
Ways to pay right now: Whish and Cash on delivery.
If something goes wrong
- Open the order in My orders and choose “Request a refund”. Pick a reason and add a note; the request then shows on your order.
- Checked out as a guest? Follow your order with the tracking link in your confirmation email, and contact us with your order number to raise a problem.
- Anything else, before or after you buy: contact us and our team will answer.