Refund policy

Return Eligibility
To qualify for a return:

  • Item must be in its original condition — unworn, unused, with tags, and in its original packaging

  • Receipt or proof of purchase is required

We offer two options for approved returns (for full orders or separate items):

  • Self-Return – Return the item to our nearest branch at your convenience within 7 days of purchase (Reason required).

  • Courier Return – We can arrange pickup for a 16 AED fee (paid separately)

Please Note:

  • If the order was not shipped, the full amount will be refunded.

  • If the order is shipped or delivered, only the first delivery fee of 16 AED will be deducted from the refund (since it is already processed by the courier once the order is placed).

Exchange Policy

  • You have 7 days after receiving your order to request an exchange

  • Exchanges are allowed one time only per order

⚠️ Items returned without prior approval will not be accepted

Damages & Issues
Please check your order upon arrival and contact us immediately if there are defects, damages, or incorrect items, so we can resolve the issue promptly

Exceptions

  • Sale items and gift cards are non-returnable

EU Customers
If shipping to the EU, you have a 14-day cooling-off period to cancel or return your order for any reason, provided the item meets the original condition requirements above

📧 For any return questions, contact us at: marketing@denovojewels.com