Cancellation Policy

THE RETURN & EXCHANGE POLICYIN AL ROMAIZAN UAE

Applies to purchases made at Al Romaizan branches and online at www.alromaizan.com

PURCHASE TERMS & CONDITIONS

• All our gold jewellery has hallmark states the gold karat.
• A purchase invoice that shows the price & details of gold, diamonds or precious stones is provided to the customer in all purchases.
• The price of gold jewellery is calculated by adding the gold price according to market prices, manufacturing fees, and value-added tax

PAYMENT METHOD

• We accept cash, credit card or bank transfer.

RETURN POLICY

Branch purchases

• Jewellery purchased from our branches can be returned for a full refund only in the case of a genuine manufacturing defect, as set out under “Manufacturing Defects & Warranty”.
• The jewellery must be returned to the same branch where it was purchased.

Online purchases (www.alromaizan.com)

• As online customers cannot see or try the jewellery before purchase, the full value will be refunded if the jewellery is returned within one day from the date of receipt, or if a return request is sent within that day to care@alromaizan.ae.
• The jewellery must be returned in its original packaging. 

Conditions for all returns (branches & online)

• The jewellery to be returned must be in its original condition and inspected to ensure that there are no signs of wear.
• The invoice must be presented upon returning the jewellery item.
• The product stickers must be present and must not have been removed or tampered with.
• The amount will be refunded in the same payment method. If the payment was made by credit card, the refund process to the customer’s account will take from 3 to 10 business days.
• Any return after the specified period (three days from the date of purchase for branch purchases, or one day from the date of receipt for online purchases) is treated as a purchase transaction: the gold is purchased at the prevailing market price, after deducting the craftsmanship, tax and precious stones values. 

MANUFACTURING DEFECTS & WARRANTY (BRANCHES & ONLINE)

• Manufacturing defects in gold jewellery appear at the time of purchase; therefore, the manufacturing-defect warranty is valid for three days from the date of purchase for branch purchases, or from the date of receipt for online purchases.
• If a genuine manufacturing defect appears within this period, the customer may choose between a full refund, replacement with an item of the same value and weight, or free repair.
• Whether a manufacturing defect exists is determined after the jewellery is inspected by Al Romaizan’s specialist team.
• Damage resulting from misuse, wear, accidents or alterations made outside Al Romaizan is not considered a manufacturing defect.
• Lifetime guarantee: Al Romaizan guarantees for life the authenticity of the gold and its karat, as stated on the hallmark and the invoice

DAMAGED OR INCORRECT ITEMS

• Online purchases: if the jewellery is received damaged or different from the order, please notify us within 24 hours of receipt at care@alromaizan.ae, with photos of the item and its packaging.
• Branch purchases: please visit the same branch where the jewellery was purchased within three days from the date of purchase. 

EXCHANGE POLICY (BRANCHES & ONLINE)

• Gold or diamond jewellery items can be exchanged within three days of the same value and weight. For online purchases, the three days are counted from the date of receipt.
• In the case of upgrading, i.e. when exchanging for higher jewellery, the crafting difference will be calculated.
• The invoice must be presented upon exchange.
• The jewellery to be replaced must be in its original condition and inspected to ensure that there are no defects in it.
• The product stickers must be present and must not have been removed or tampered with.
• When exchanging for a higher weight, the weight difference is calculated according to the gold price on the exchange date, adding the crafting and tax values for the extra weight.
• Gold jewellery can be exchanged for gold or diamond jewellery, whereas diamond jewellery can only be exchanged for diamond jewellery.
• The jewellery can only be exchanged once.
• Any exchange after three days is treated as a purchase transaction: the gold is purchased at the prevailing market price, after deducting the crafting and precious stones values.

Your feedback and suggestions matter.

For suggestions or complaints, you can contact us via e-mail: care@alromaizan.ae

*The return & exchange policy excludes pearl jewellery, watches and custom-made jewellery, whether purchased at our branches or online.