Refund policy

MOZZU

Returns & Exchanges Policy

At MOZZU, every piece is crafted with carefully selected pearls. We hope you love your jewellery, and we want to be clear and fair about how returns and exchanges work. Please take a moment to read our policy below before making a purchase.

The Nature of Pearls

Pearls are organic gemstones. Slight variations in shape, size, colour, lustre, and surface markings are natural characteristics, not defects. These variations make each piece unique and are not grounds for return or exchange.

Final Sale

All orders are considered final sale. We do not offer cancellations, returns, or refunds, except in the case of items that arrive defective or incorrect (applicable to regular-priced items only).

Defective or Incorrect Items

If your item arrives damaged, defective, or you have received the wrong piece, kindly email mozzujewellery@gmail.com within 3 days of receiving your order, together with:

  • Your order number
  • Clear photo(s) showing the issue

Once reviewed and approved, we will arrange an exchange for the same item (subject to availability) or a suitable replacement. Approved items must be returned in their original packaging. We reserve the right to decline any return that shows signs of wear, alteration, or damage caused after delivery.

Damage From Wear & Care

Pearls are delicate and require gentle care. Damage resulting from improper handling, including contact with perfume, lotions, cosmetics, water, sweat, or chemicals, as well as scratches, knots, or breakage from everyday wear is not covered and does not qualify as a defect.

Sale & Personalised Items

All sale and personalised/made-to-order items are strictly non-refundable, non-cancellable, and non-exchangeable.

Shipping & Processing

  • Original shipping fees are non-refundable.
  • For approved exchanges, return shipping costs and responsibility for safely returning the item lie with the customer, unless the error was ours. We recommend using a tracked, insured service.
  • We are unable to take responsibility for items lost or damaged in transit on their way back to us, so please keep your tracking details.
  • Please allow up to 5–7 business days after we receive your returned item to process your exchange.

If you have any questions about your order, please reach out to us at mozzujewellery@gmail.com. For the latest version of this policy, visit www.themozzu.com.


Thank you for choosing MOZZU 🩵