Return & Refund Policy

1. Returns & Exchanges

• Items purchased within the United Arab Emirates may be returned within 3–5 days from the date of delivery.
• Items may be exchanged within 14 days from the date of purchase.

To Be Eligible for a Return or Exchange

• The item must be unused, unworn, and in the same condition as received.
• The item must be returned in its original packaging, including all certificates and documentation.
• A valid receipt, invoice, or proof of purchase must be provided.
• The item must pass inspection by our quality control team.

2. Non-Returnable Items

• Custom-made or bespoke jewellery.
• Personalized or engraved items.
• Gift cards and vouchers.
• Items that have been altered, resized, damaged, or show signs of wear after delivery.
• International orders are non-returnable and non-exchangeable, except for damaged or defective items.

3. Refunds

• Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
• If approved, the refund will be processed to the original payment method used for the purchase.
• Processing times may vary depending on your payment provider and financial institution.
• Shipping charges are non-refundable.

4. Damaged or Incorrect Items

• If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
• Please provide supporting photographs to help us review and resolve the issue promptly.
• Our team will assess the claim and provide the appropriate assistance as quickly as possible.

5. Contact Us

• If you have any questions regarding returns, exchanges, or refunds, please contact us.
• Phone: +971 50 194 3395
• Email: info@esnajewellery.com