Jewelry Care, Sizing & Wear Policy

Last updated: November 3, 2026

Zen Collection offers bracelets, chains, pendants, gemstone jewelry, and other wearable items made from a variety of natural and manufactured materials. Jewelry is subject to sizing requirements, normal wear, physical stress, environmental exposure, and individual use.

This policy explains customer sizing responsibilities, reasonable care requirements, normal wear and tear, and how Zen Collection handles reported jewelry problems.

Returns Within 14 Days

Whether you shop in store or online, you can return unused jewelry in its original packaging within 14 days of delivery, or of purchase in our Barrie store. Return shipping is paid by the customer. Jewelry made to a size you enter, personalized pieces and clearance items can't be returned. Rights that can't legally be excluded or waived still apply.

For how to start a return, cancellations, and damaged or incorrect orders, please review our Returns, Refunds & Cancellations policy.

Bracelet Sizing — Please Measure Before Ordering

Customers are responsible for selecting the correct bracelet size before completing their purchase. If a piece is made to a size you enter, please double-check it before ordering.

Please measure carefully and review the size information provided on the applicable product listing before ordering. For step-by-step assistance, see our How to Measure Your Wrist for a Crystal Bracelet guide.

If a bracelet in a standard size doesn't fit, you can return it unused within 14 days; return shipping is paid by the customer. Bracelets made to a size you enter can't be returned, and a size you chose doesn't qualify for a free replacement, remake, restringing or shipping.

If Zen Collection supplies a size different from the size actually ordered, that is a potential fulfillment error and should be reported according to our Returns, Refunds & Cancellations policy.

Optional Paid Resizing or Restringing

Zen Collection may, at its discretion, offer a paid resizing or restringing service for certain bracelets.

Availability depends on the bracelet design, materials, construction, required components, and whether the requested alteration is reasonably possible.

Where such a service is offered, the customer may be responsible for applicable labor, materials, replacement components, and shipping costs.

Paid resizing or restringing is optional and separate from our 14-day returns.

Bracelet Breakage

Bracelets are wearable items and can break as a result of pulling, excessive stretching, snagging, impact, repeated stress, improper removal, accidental damage, deterioration through use, or other physical forces.

A bracelet breaking after it has been worn does not automatically establish a manufacturing or workmanship defect.

Chains that break from pulling or snagging, and elastic bracelets that break after being worn, aren't covered; please wear elastic bracelets with care. If a jump ring or clasp fails within 30 days of delivery, contact us with photos and we'll repair or replace it. For any claim, Zen Collection requires appropriate photographic evidence and may require the complete bracelet, beads, components, stringing material, and other relevant pieces to be returned for inspection before a refund, replacement, repair, or other remedy is approved.

Customers should not discard the broken bracelet, beads, string, or components while a claim is being reviewed.

Normal wear, accidental breakage, loss of components, improper use, excessive stretching, pulling, snagging, impact, or customer-caused damage does not qualify for a complimentary replacement or refund.

Chains & Stainless-Steel Jewelry

Where a product listing identifies a chain or jewelry component as 304 stainless steel, Zen Collection supplies the product based on that purchased material specification.

304 stainless steel is generally selected for its durability and resistance to corrosion and tarnishing, but this does not mean jewelry is indestructible or incapable of experiencing wear, surface changes, scratching, bending, breakage, or other effects from use and exposure.

A chain breaking or changing appearance after wear does not by itself establish that the product was defective when supplied.

If a customer alleges a material, workmanship, breakage, or abnormal-finish issue, Zen Collection requires photographs and may require the complete item to be returned for inspection before determining the appropriate remedy.

Jewelry Care

Jewelry should be handled with reasonable care.

Depending on the materials involved, customers should avoid excessive pulling, stretching, snagging, bending, heavy impact, crushing, and unnecessary exposure to harsh chemicals, cleaning agents, perfumes, cosmetics, pools, salt water, or other substances that may affect jewelry materials.

Natural gemstones and minerals vary considerably in hardness, porosity, stability, and sensitivity to water, chemicals, heat, sunlight, and physical impact.

A care method that is appropriate for one gemstone or material may not be appropriate for another.

If you are unsure how to care for a particular Zen Collection product, please Contact Zen Collection before using chemical cleaners, soaking the item, or exposing it to unusual conditions.

Natural Gemstone & Material Variation

Jewelry containing crystals, gemstones, minerals, leather, wood, or other natural materials may display natural differences in color, pattern, inclusions, texture, markings, grain, shape, and other characteristics.

These natural characteristics are addressed in our Natural, Handmade & Product Variation Disclaimer and are not automatically defects.

Normal Wear & Customer-Caused Damage

Jewelry naturally experiences wear through use.

Examples can include minor scratching, surface wear, gradual stretching of stringing materials, wear to finishes or components, and other reasonable changes associated with use.

Damage or deterioration resulting from normal wear, accidents, misuse, improper care, alterations, lost components, pulling, stretching, snagging, bending, crushing, or impact is not automatically a manufacturing defect and does not qualify for a complimentary replacement or refund.

A customer's report that an item broke or changed appearance does not by itself determine the cause of the problem.

Where the cause is relevant to a requested remedy, Zen Collection may require photographs, supporting information, and return of the complete item and relevant components for inspection.

Jewelry That Arrives Damaged, Broken, Incorrect or Incomplete

If jewelry arrives damaged, broken, incorrect, or incomplete, the customer must follow the problem-order procedure in our Returns, Refunds & Cancellations policy.

For qualifying visible delivery problems, this includes reporting the issue within 48 hours of the carrier's recorded delivery time and providing the required photographic evidence.

Customers must retain the jewelry, components, shipping packaging, internal packaging, and shipping label until Zen Collection has reviewed the claim and provided instructions.

Where physical inspection is required, the applicable item and components must be returned according to Zen Collection's instructions before the requested remedy can be completed.

Nothing in this section limits any consumer right or remedy that cannot legally be excluded or waived.

Related Information

For cancellations, damaged or incorrect merchandise, claim evidence and refunds, please review our Returns, Refunds & Cancellations policy.

For natural gemstones, handmade items, representative photographs, approximate measurements, and natural material characteristics, please review our Natural, Handmade & Product Variation Disclaimer.

For shipping and delivery matters, please review our Shipping policy.

Questions about sizing, materials, or care before purchasing can be directed to Zen Collection through our Contact Us page.