Refund policy

Last updated: 10 August 2026

Zeneuf is a trading name of MADAME RETAIL PTE. LTD., a company incorporated in the Republic of Singapore under the Companies Act 1967, Company Registration No. (UEN) 202609564K. This policy applies to all orders placed on zeneuf.com. It sets out when you can return an item, how to do it, who pays for what, and how quickly you get your money back. Please read it before you order — placing an order means you accept these terms.

Nothing in this policy affects your statutory rights as a consumer.

At a glance

• Return window: 90 calendar days from the day your parcel is delivered
• Restocking fee: None. We never charge one.
• Return shipping: Paid by you on change-of-mind returns; paid by Zeneuf on faulty, damaged or incorrect items
• Refund method: Back to your original payment method
• Refund timing: Within 5 business days of us receiving and inspecting your return
• Exchanges: Yes — free of charge, you pay only to send the original item back
• Not returnable: Custom, engraved or personalised pieces, and gift cards
• Start a return: Request it in your account at account.zeneuf.com, or email hello@zeneuf.com

1. Do we accept returns?

Yes. We accept returns on almost everything we sell.

You may return any eligible item for a full refund or an exchange within 90 calendar days of the delivery date — the date the carrier records your parcel as delivered, not the date you ordered. Your return request must be submitted on or before day 90.

We do not charge a restocking fee, a handling fee, or an inspection fee. Ever.

2. What condition does the item need to be in?

Jade is meant to be worn, so we are not strict about a pristine box. But to be refunded in full, the returned item must be:

• In the same condition you received it — unworn or lightly tried on, undamaged, not resized, altered, engraved or repaired by anyone other than Zeneuf;
• Complete with everything that came with it: the jade certificate or authenticity card, care card, pouch and gift box;
• Securely packed so the stone survives the journey back.

If an item comes back visibly worn, scratched, chipped, resized, altered, or missing its certificate, we will contact you before doing anything. We may then offer a partial refund reflecting the loss in value, or return the item to you at your cost. We will not simply keep it or silently reduce your refund — you will always hear from us first and you decide.

3. What cannot be returned?

Only two things:

1. Custom, made-to-order, engraved or personalised pieces. Anything cut, carved, sized or engraved specifically for you cannot be resold, so it is final sale. We tell you this clearly on the product page and again at checkout before you pay.
2. Gift cards. Gift cards are non-refundable and cannot be exchanged for cash, except where the law requires otherwise.

Everything else is returnable — including sale items, discounted items and items bought with a promotional code. Discounted pieces are refunded at the price you actually paid.

4. How to start a return

There are two ways. Both are free to use, and both end with us emailing you the return instructions and the return address.

Option A — Request it in your account (fastest)

1. Go to account.zeneuf.com and sign in with the email address you used to place the order. We will email you a one-time code — there is no password to remember.
2. Open the order you want to return.
3. Click Request return.
4. Select the item or items, choose a reason from the list, and add a note or a photo if the item arrived damaged or is not what you ordered.
5. Submit the request.

We review every request and reply within 1 business day. Once your request is approved, you will receive an email containing your return instructions and the return address. If we cannot approve a request — for example if the item is final sale or the 90 days have passed — we will email you to explain why, and what we can do instead.

Option B — Email us

Prefer to write to a person? Email hello@zeneuf.com with:

• your order number (it starts with #),
• the item or items you want to return,
• whether you want a refund or an exchange,
• a photo, if the item arrived damaged or is not what you ordered.

You will get the same return instructions and return address by email, within 1 business day. You can also phone +65 8240 0067 during the hours in section 12.

Then send the item back

Pack the item securely, include the return reference from your approval email, and ship it to the address in that email within 14 days of receiving it.

Please wait for approval before shipping anything back. We do not publish our return address on this page because returns are processed at a dedicated facility whose address can change. Parcels sent to an unconfirmed address, or without a return reference, may be refused or delayed, and we cannot take responsibility for them.

5. Who pays for return shipping?

Change-of-mind returns and exchanges — you pay. Zeneuf does not provide a prepaid return label for change-of-mind returns. You choose and pay for the carrier. As a guide, a small tracked parcel typically costs the equivalent of S$10–S$35 depending on your country and carrier; the exact amount is set by the carrier, not by us.

Faulty, damaged, incorrect or undelivered items — we pay. If the fault is ours, we cover the cost of getting the item back to us. We will either email you a prepaid return label or reimburse your postage against a receipt. See section 8.

Please use a tracked and insured service. Until your parcel reaches us it is still your property and your risk. We cannot refund a return we never receive, and we strongly recommend keeping proof of postage. If a tracked return is confirmed lost by the carrier, contact us and we will help you pursue the claim.

Original outbound shipping is refunded only where the return is our fault (faulty, damaged, incorrect or undelivered). On change-of-mind returns, the outbound shipping you paid is not refunded. If you return only part of an order, outbound shipping is not refunded.

Duties and import taxes. If you paid import duties or taxes on delivery, those are collected by your government, not by us, and we cannot refund them. You may be able to reclaim them directly from your customs authority using the return documentation.

6. Exchanges

Yes, we exchange — for a different size, a different stone, or a different piece altogether, within the same 90-day window.

Request it the same way as a return (section 4) and tell us what you would like instead. You pay to send the original item back; we ship the replacement to you free of charge.

• If the new piece costs more, we will send you a payment link for the difference.
• If it costs less, we refund the difference to your original payment method.
• If what you want is out of stock, we will tell you and you can choose to wait, pick something else, or take a refund.

If you would rather move quickly, the simplest route is to request a refund and place a new order straight away — you do not have to wait for the return to reach us to buy something else.

7. Refunds — method and timing

We inspect returns within 2 business days of the parcel arriving at our facility, and email you to confirm the outcome either way.

Approved refunds are issued within 5 business days of that inspection, to the original payment method used for the order — the same card, PayPal account or wallet. We cannot refund to a different card, to a bank account, or in cash. If your card has expired or been cancelled, tell us and we will work with our payment provider to route the refund to its replacement.

When the money actually appears depends on your bank or card issuer, not on us. It is usually 5 to 10 business days after we issue the refund, and occasionally up to one full billing cycle. Refunds are always issued in the same currency you were charged — US Dollars (USD) for orders placed in the United States, Singapore Dollars (SGD) for orders placed in Singapore — and for the same amount you paid. If your bank or card was billed in a third currency, your bank's exchange rate on the refund date may differ slightly from the rate on the purchase date, and we cannot control or compensate for that difference.

What you get back: the full price you paid for the returned items, with no restocking or handling fee deducted, plus the original outbound shipping where the return was our fault.

Refunds of promotional orders: if a discount or free-gift threshold applied to your order and returning an item drops the order below that threshold, the refund is adjusted accordingly, or you may return the free gift with the item.

Haven't received your refund? First check your bank or card statement again, then contact your card issuer — refunds are often posted with a delay and may not trigger a notification. If it has been more than 10 business days since we emailed you to confirm the refund, write to hello@zeneuf.com with your order number and we will send you the refund reference and chase it with our payment provider.

8. Damaged, faulty, incorrect or undelivered orders

These are our problem to solve, not yours, and they are handled outside the normal return process.

If your item arrives damaged or broken: contact us within 14 days of delivery — through your account or at hello@zeneuf.com — with your order number and photos of the item and the packaging. We will send a prepaid return label and, once we have your photos, ship a replacement or issue a full refund including all shipping costs — your choice.

If you received the wrong item: contact us within 14 days of delivery with your order number and a photo of what arrived. We pay the return shipping and send the correct piece immediately, or refund you in full including shipping.

If your parcel never arrives: contact us if tracking shows no movement for 10 business days, or if tracking shows “delivered” but nothing reached you. We will open an investigation with the carrier. If the parcel is confirmed lost, you get a replacement or a full refund including shipping, at your choice, at no cost to you.

If a fault appears later: jade is a natural material and each piece is unique, so slight variations in colour, translucency and natural inclusions are normal and are not defects. But if a clasp fails, a setting gives way, a chain breaks or plating lifts under normal wear, contact us. Manufacturing faults are covered for 12 months from delivery, and we will repair, replace or refund the piece at no cost to you. Damage from accidents, impact, chemicals, perfume, chlorine, sport or normal wear-and-tear is not covered.

9. Cancelling or changing an order

We usually pack orders within one business day, so tell us fast.

You can cancel an order yourself at account.zeneuf.com for as long as it has not yet been fulfilled, or email hello@zeneuf.com with “CANCEL” or “CHANGE” and your order number. If your order has not yet been handed to the carrier, we will cancel or amend it and refund you in full, including shipping, within 5 business days. If it has already shipped, we cannot recall it — wait for it to arrive and then return it under section 4.

10. Gifts

If the item was marked as a gift when it was bought and shipped directly to you, you may return it under this policy for store credit of the same value, issued as a gift card. If the item was not marked as a gift, or was shipped to the buyer first, the refund goes to the original buyer's payment method.

11. Your statutory rights

This policy sits on top of your legal rights, it does not replace them.

Singapore. If you are in Singapore, you have rights under the Consumer Protection (Fair Trading) Act 2003 and the Sale of Goods Act 1979, including the “Lemon Law” right to a repair, replacement, price reduction or refund if goods do not conform to the contract at the time of delivery. Nothing here limits those rights.

United States. If you are in the United States, this policy is in addition to any rights you have under your state's consumer protection laws and any applicable implied warranties, and nothing in this policy waives them.

If you are anywhere else and local consumer law gives you stronger rights than this policy does, those rights apply.

12. Contact us

We answer every message within one business day, usually sooner.

MADAME RETAIL PTE. LTD.
Trading as Zeneuf · zeneuf.com
Company Registration No. (UEN): 202609564K
Incorporated in the Republic of Singapore under the Companies Act 1967

Email: hello@zeneuf.com
Phone / WhatsApp: +65 8240 0067
Registered office: 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914
Customer service hours: Monday to Friday, 9:00–18:00 Central European Time (CET/CEST)

Please note: our Robinson Road address is our registered office. It is not a shop and it is not our returns address — please request a return first (section 4) and we will email you the correct address.