Sales Return & Exchange Policy

Within 15 days of purchase, a piece may be exchanged for any other jewellery of equal or greater value, in its original purchase condition. One exchange is permitted per invoice, and sales returns are accepted only in the country of purchase.

The original tax invoice is mandatory.

After the window above, a piece is taken in at our prevailing buying rate on the day of the exchange. Exchange is calculated on net gold weight — fittings and dust are excluded — and making charges, taxes and any discount shown on the original invoice are deducted.

The valuation is shown to you in full before you accept it.

Bullion bars and coins are priced against the live metal market and are sold final: they are not exchanged and are not returnable for a change of mind.

You may sell them back to us at any time under our buy-back service at the prevailing rate on the day. This does not affect your rights where an item is faulty, not as described, or never delivered.

Selling a piece back to us for money, rather than exchanging it, is valued at our prevailing buying rate on the day, with the same deductions.

Buy-back is subject to identity verification under our AML obligations and is settled by bank transfer to an account in your own name. It is never paid out as a refund to a payment card, and never in cash above the regulatory threshold.

Separately from exchange and buy-back, we refund money to the original payment method where:

• you cancel an online order before it is dispatched;
• we cancel or cannot fulfil your order, including a pricing or stock error;
• the order is not delivered to you;
• the piece is faulty, damaged in transit, or not what you ordered.

Approved refunds are issued in AED to the original payment method only, within 7–14 business days. Card refunds may take further time to appear, depending on your issuing bank.

We do not refund to a different card, to a different person, or in cash. Where a delivery charge was paid, it is refunded only when the piece was faulty, incorrect or undelivered.

A refund returns the AED amount you actually paid. It is not revalued at the gold rate prevailing on the day of the refund, whether the rate has risen or fallen since your purchase.

Tell us within 48 hours of delivery if a piece arrives damaged or is not what you ordered. We arrange collection at our cost and offer a replacement or a full refund including the original delivery charge.

This does not affect your statutory rights under UAE consumer protection law.

• Custom-made, specially ordered, engraved or resized pieces.
• Investment bullion and coins, as set out above.
• Items bought under a promotion or special offer.
• Pieces worn, damaged or altered after delivery.
• Earrings and other pierced jewellery once the hygiene seal is broken.
• Gift cards and vouchers.
• Purchases where a tourist tax-refund tag has already been validated on exit from the UAE.

• The original tax invoice is required for every return, exchange and buy-back.
• Any gift issued with the original purchase must be returned with the piece, or its value is deducted.
• Applicable taxes and duties are borne by the customer, including on exchanges.
• We may amend this policy; the version in force is the one published here on the day of your purchase.

For anything about a return, exchange or buy-back, reach our team: Contact us · +971 52 603 1414