Orders, Shipping & Refunds

This page explains how Zyra Ltd ("we," doing business as the RisenGem™ brand on risengem.com) handles orders, shipping, cancellations, and refunds. Payment is completed on Shopify Checkout; policy text shown at checkout (including Shopify-hosted store policies) is part of your purchase experience. Before Shopify Checkout, risengem.com may require you to acknowledge short summaries with links to this page and the Website Terms of Use—those summaries are not a substitute for reading the full policies here. If anything conflicts, the version shown at checkout for your specific order generally controls—contact Client Care at info@risengem.com if unclear.

Use of the website is governed by our Website Terms of Use.

What this policy covers

Memorial diamonds and related jewelry are custom-made to your specifications once production begins. This policy describes typical timelines, how we communicate shipment tracking, and how refunds or cancellations work at different stages. We do not ship a separate retail "welcome kit" product; carbon-bearing materials move according to the instructions in your order confirmation.

Ordering & payment

When you place an order through our guided flow, you pay at Shopify Checkout as shown for your order (today: a single payment before production is scheduled; if we introduce deposit-and-balance billing, each checkout step will match this page). You receive an order confirmation email with your total and line items. Purchases are sold by Zyra Ltd, Colorado, United States. Keep your order number—Client Care uses it with your email to locate your file.

Cancellations before production

If you need to cancel before we begin substantive custom work on your memorial diamond (including purification or growth), contact Client Care immediately. Eligibility for a full or partial refund depends on what has already shipped or started and on applicable law; we document the stage of work on your order.

Custom work after production starts

Once your memorial diamond process has begun using your carbon source according to your confirmed specifications, the order is generally non-cancellable and non-refundable except where required by law or where we agree in writing (for example, if we cannot complete the service through no fault of yours). Finished diamonds that meet the agreed specifications are not eligible for return merely because of grief-related regret—that sensitivity is why we emphasize education and consent throughout the journey.

Shipping & delivery

We coordinate inbound shipment of ashes or hair and outbound shipment of finished jewelry using tracked services appropriate to your region. Risk of loss follows commercial carriers’ terms; when we arrange shipment we insure eligible parcels as described in your order materials. Typical total time from completed checkout to delivery is about 10–12 weeks, but international segments, customs, and weather can extend that window—your milestone emails are the source of truth for your order.

Damaged, lost, or incorrect shipments

If a shipment arrives damaged or an insured outbound shipment is lost in transit, notify Client Care within seven (7) days of delivery or the expected delivery window with photos when relevant. We will work with the carrier and our insurers where applicable. If we shipped an item that does not match your confirmed written specification, contact us so we can assess repair, remake, or another fair remedy.

How refunds are processed

Approved refunds are credited to the original payment method when possible. Timing depends on banks and payment processors (including Shopify Payments or installment partners such as Affirm when used); installment refunds follow the lender’s rules.

Contact

Questions about this policy: info@risengem.com.