DELIVERED WITHIN 7 BUSINESS DAYS • SECURE PAYMENTS • NATIONWIDE DELIVERY • QUALITY GUARANTEED

Exchange, Refund & Delivery Policy

1. Exchange Only Policy (No Cash Refunds)

Customers may request an exchange within 7 days of receiving their order, provided all conditions below are met.

This policy applies to change-of-mind purchases.

2. Items Eligible for Exchange

To qualify for an exchange:

  • Item must be unused, unworn, and in original packaging
  • All tags, seals, and accessories must be intact
  • Exchanges are permitted for:
    • A different size or length
    • A different item of equal value

The customer is responsible for return courier costs, unless otherwise agreed in writing.

3. Items NOT Eligible for Exchange or Refund

For hygiene, safety, and customisation reasons, the following items cannot be exchanged or refunded:

  • Earrings
  • Custom-made or personalised jewellery
  • Sale or clearance items
  • Items showing signs of wear, damage, scratches, or tampering
  • Items returned without original packaging

4. Defective or Incorrect Items

If an item is received damaged or incorrect, the customer must notify Samaa Jewellers within 48 hours of delivery, along with clear photos or videos and the order number.

All such cases are reviewed individually in accordance with the Consumer Protection Act.

5. Delivery & Courier Responsibility

  • Samaa Jewellers uses third-party courier services for all deliveries.
  • Once an order has been handed over to the courier, delivery timelines, handling, and final delivery are the responsibility of the courier company.
  • Samaa Jewellers cannot be held liable for delays, losses, or damages caused by the courier after collection.

We will, however, make reasonable efforts to assist by liaising with the courier on the customer’s behalf where possible.

Customers are encouraged to inspect their parcel immediately upon delivery. Any visible issues should be reported within 48 hours.

6. Refund Processing (Where Applicable)

Where a refund is legally required under the CPA:

  • Refunds are processed via the original payment method
  • Processing times may take 5–10 business days, depending on the payment provider or bank

7. How to Request an Exchange or Query

  1. WhatsApp us on 083 618 2484
  2. Provide:
    • Order number
    • Reason for contact
    • Photos (where applicable)
  3. Await confirmation and instructions before returning any item

Items returned without prior approval may not be accepted.