Product Guarantee

Guest Return and Exchange Policy
Lifetime Diamond Commitment
Lifetime Jewelry Protection Plans
Lifetime Jewelry Protection Plan with Limited Theft Coverage
Fine Watch Protection Plan
Clearance Merchandise



Guest Return and Exchange Policy
Zales.com is dedicated to delighting you with your jewelry purchase and our services. If for any reason you are dissatisfied with your purchase, you may return your item based on our Guest Return and Exchange Policy. Returns and exchanges are permitted within 60 days from the purchase date for jewelry; and within 30 days from the purchase date for watches.

For your protection, we recommend that you use FedEx, UPS or Insured Parcel Post for your return. Ship the return package to the address indicated on the packing slip:

Z-Mail
901 W. Walnut Hill Lane
Irving, TX 75038-1003

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Lifetime Diamond Commitment

With your diamond purchase of $200 or more, excluding items from our Zales Outlet area, Zales presents its Lifetime Diamond Commitment. If your diamond is chipped, broken or lost, from its original setting, Zales will replace the diamond at no charge to you. If an item selection qualifies for the commitment, "Lifetime Diamond Commitment: Yes" will appear under the Details section of the product page.

Lifetime Cleaning and Inspection Requirements:

  • You may have your Zales diamond cleaned and inspected as many times as you want, free of charge, for as long as you own it. To maintain your Lifetime Diamond Commitment, you need only bring your diamond jewelry to Zales every six months for cleaning and inspection, along with your record keeping card.
  • Zales Lifetime Diamond Commitment applies to diamond rings, diamond earrings, diamond bracelets, and diamond necklaces with a retail value of $200 or more. The Lifetime Diamond Commitment does not cover theft, disappearance, loss or damage other than that incurred in normal wear and only diamonds in their original settings that have been inspected and repaired by Zales are covered under this warranty.

Lifetime Jewelry Protection Plans

Zales.com is pleased to offer our Lifetime Jewelry Protection Plan and our Lifetime Jewelry Protection Plan with Limited Theft Replacement. In addition, your local Zales and Zales Outlet retail store can sell a Lifetime Jewelry Protection Plan for qualified items, if you present your receipt and item purchased.

The Lifetime Jewelry Protection Plans cover most jewelry purchased at Zales, Zales Outlet or Zales.com. This service is non-transferable, does not cover mysterious disappearance, loss or damage other than that incurred in normal wear, and is non-refundable, except in California (California Addendum).

The Lifetime Jewelry Protection Plans are not available for the following items:

Special Order Items Watches
Stainless Steel Sterling Silver
Tungsten Titanium
Chocolate Silver Venetian Glass
Electroformed Product - tube earrings Loose Diamonds
Rhodium-Finished Silver  

Zales and Zales Outlet retail stores offer a wide selection of jewelry repairs and services. Zales Outlet items covered by the Lifetime Jewelry Protection Plan must have semi-annual inspections. The Lifetime Jewelry Protection Plan guarantees any necessary repairs under normal conditions:

·Any prong or mounting ·Resizing
·Re-tipping of prongs ·Damaged mountings
·Damaged earring backs ·Gemstone tightening
·Spring rings on gold chains and bracelets ·Refinishing
·Polishing ·Chain and bracelet soldering
·Cultured Pearl restringing  Lost or chipped gemstones and diamonds
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Lifetime Jewelry Protection Plan with Limited Theft Replacement

Zales is pleased to provide you, for the period of two (2) years from the date of purchase, up to $25,000 in theft replacement service for your merchandise while the agreement is in force.

To report a claim for benefits, call Theft Replacement Services at 1-866-677-5834 and tell our Customer Service Representatives that you would like to report a Jewelry Protection Plan loss.

The replacement program provides the following services by Zales from the date of purchase:

  • Your merchandise will be replaced if it is stolen and you provide Zales with a validated police report and your proof of purchase.
  • Zales will replace your covered item of jewelry with one or more items of merchandise not to exceed the original purchase price of the item stolen.
  • If you desire to upgrade your replacement, the purchase price of the upgraded replacement item in excess of the original purchase price of the stolen merchandise is the responsibility of the purchaser.
  • Limited theft replacement service is an insured service covered by a contractual liability policy that insures Zales. The purchaser is the beneficiary of this coverage.
  • Mysterious disappearance of the entire piece is not covered.
  • Theft by a family member or a result of voluntarily turning the piece over to someone else (other than robbery) is not covered.
  • Loss caused by other than theft is not covered.
  • Losing the merchandise is not covered.
  • Theft from an unlocked vehicle is not covered.

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California Addendum

The following cancellation provision is hereby incorporated into the agreements for the above jewelry care plans covering merchandise purchased in the State of California (Bill-to Address is State of California).

The Zales' Lifetime Jewelry Protection Plans may be cancelled within 60 days of the date of purchase by returning your order information to the online store (or at your local Zales Jewelers Retail Location, if purchased from your Jewelry Consultant). You will be given a full refund of the purchase price less the cost of repairs and less the retail value of services provided since the purchase date, as may be applicable.

If you have any questions, please contact our customer service center at 1-800-311-JEWEL (5393).

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Fine Watch Protection Plan

Zales is pleased to provide you, for the period of two (2) years from thirty (30) days after shipment date, our Fine Watch Protection Plan. The Plan covers parts and labor cost resulting from a mechanical or electrical failure of the watch caused by defects in workmanship and/or materials. You are required to perform all maintenance based on the original manufacturer's warranty, including, but not limited to inspection of the watch by the retailer or the retailer's agent.

We will repair or replace the watch, including the crystal, crown, stem, band or bracelet (the "Components") or reimburse you for authorized repairs to or replacement of the watch, at our discretion. This plan is inclusive of the manufacturer's warranty and does not replace it.

If the watch fails, call N.E.W. 24 hours a day, seven days a week at 1-866-882-8509 for instructions on obtaining repair, replacement or reimbursement for the watch.

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Clearance Merchandise

Zales and Zales Outlet strives to provide the highest quality merchandise in all situations; however, items sold within the Clearance section are sold "as-is" with no warranties, expressed or implied. If an item is certified by an independent laboratory, the certification card will be included, only if available. Zales.com cannot guarantee this availability.

Watches within Zales.com Clearance or Zales Outlet may or may not include the original manufacturer's box and original instructions/documentation.

If, for any reason, upon receipt you are not pleased with your purchase, please feel free to return the item(s) based on our Guest Return and Exchange Policy.

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