Refund & Exchange Policy

Faulty item : We sincerely apologise if you have experienced any fault with your RAZ Jewels jewellery. Unfortunately sometimes these kind of issues happen during transportation. Our customer service team would be happy to help you – Please contact us before returning your item to us, so that our team can advise you of next steps and time frame for a refund or replacement item. If you can send a photo, it always speed up the process.

Delicate Items: Products produced using thin chains should be handled with care due to their delicate structure. Breaks that may occur as a result of events such as being caught on clothes/hair, used while sleeping, etc. are not considered as a valid reason for return/refund requests.

Exchange: If you would like to exchange an item you will need to contact us before sending item back and you will need to return the original order to the address provided. Any returned orders must be sent back within 7 days of receipt. Please ensure that your returns sent back must be unused, unmarked and undamaged and must be sent with the original packaging. Unfortunately we are not able to accept exchange or returns for hygiene reasons on earrings unless faulty.

Refund: Your satisfaction comes first. However, if the goods do not meet your expectations you may return the items within 7 days of receipt for a refund. (we advise you to use a tracked delivery service with proof of postage). Please note that you will have to bear the direct cost of returning the product. Once we’ve received your return, we’ll send you an email with an update. Please note that original shipping fee AED15 or AED25 will be deducted from your refund amount. Returns are usually processed within seven working days, although this may vary during busy periods.

Please ensure that your returns sent back must be unused, unmarked and undamaged and must be sent with the original packaging. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Our policy lasts 7 days. If  7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To complete your return, we require a receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Sale/Offer items (if applicable): Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Late or missing refunds (if applicable): If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at raz.jewels@outlook.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.

We cannot offer exchange or return for items that have been worn; if there are any signs of wear, we would not be able to accept the return. You should consider using a trackable shipping service. 

Please include all of the following information in your returning package:

• Your Name
• Order Number
• Reason for returning the Item(s)
• Whether you would like a refund or exchange.

Address for returns will be advised by email.