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Returns & Exchanges Policy

Returns & Exchanges Policy

Effective Date: 01-10-2025

We take pride in the quality and craftsmanship of our jewelry. Every piece is carefully inspected before it leaves our workshop. However, if your order arrives damaged or defective, we are here to help.

1. Eligibility for Returns & Exchanges

We maintain strict quality control, which means returns and exchanges are limited to ensure the integrity of our fine jewelry.

A. Accepted Case for Return/Exchange

We only accept returns or exchanges if:

  • The item is received in a damaged or defective condition.

B. Items Not Eligible for Return

We do not accept returns or exchanges for:

  • Change of mind.
  • Customized or personalized products.
  • Items that have been worn, altered, or damaged after delivery.

2. Reporting a Damaged or Defective Item

If your order qualifies for a return, you must follow these steps immediately:

  • You must notify us within 48 hours of delivery via email or phone.
  • Please include your order number, a description of the issue, and clear photographs of the item and its packaging.

3. Condition of Returned Items

To be eligible for a return or exchange, the item must meet the following criteria:

  • Items must be unused, unworn, and in their original packaging.
  • The return must include all accessories, certificates, and proof of purchase.
  • Items that do not meet these conditions will not be accepted for return or exchange.

4. Refund and Exchange Process

A. Refunds

  • Refunds are subject to prior consultation with our manufacturing team.
  • A product examination is required to confirm defects or damage.
  • Approved refunds will be processed within 14 business days.

B. Exchanges

  • If a replacement for your item is available, we will arrange for it to be sent to you once the damaged item is returned and inspected.
  • If no replacement is available for the same product, you may choose a different product of the same price range.
  • The exchange option is not applicable on new collection items.

C. Shipping

  • You may be required to use our designated courier service for secure handling.
  • Shipping costs for returned items are the responsibility of the customer and are not covered by Al Yaqoot Al Hamra, unless the return is due to our error.

5. Contact Us

If you believe your order qualifies for a return or exchange, please contact our Customer Service team to request a return authorization:

  • Email: alyaqootalhamra@gmail.com
  • Phone: +971 50 854 4097