Exchange Policy - Emerald Gold & Diamonds
At Emerald Gold and Diamonds , we are committed to customer satisfaction and strive to provide an exceptional shopping experience that adheres to the highest standards of quality and transparency. Here is our exchange policy:
- 1. General terms and conditions for exchange: All purchased items must be accompanied by cards or labels bearing the name of Emerald Gold and Diamonds.
- The presence of these cards on (ring, bracelet, necklace, earring, pendant, chain, rein, etc.) constitutes an acknowledgment of approval to purchase.
- If any of these cards or stickers are cut, removed, damaged, or tampered with , the right to exchange will be permanently voided .
2. Acceptable replacement cases:
- Receiving a different product than ordered.
- Receiving a damaged or defective product .
- Or if the customer wishes to replace the item for any other reason, he is permitted to do so under the following conditions:
- Submit a replacement request within one day only from the date of receiving the product (according to the shipping company’s documentation).
- The request is made through the "Return Product / Payments" page on our website.
- Return shipping costs are at the customer's expense.
3. Conditions for accepting the exchanged product:
- The product has not been used.
- It has not been resized or serviced.
- Free from scratches or breaks .
- Original box and cover in good condition.
- Show the original invoice .
- Cards and labels are in good condition and not broken.
4. Replacement details:
- The value of the new item must be equal to or higher than the replacement item.
- Only one exchange is allowed per order.
- A fixed administrative fee of 70 riyals is imposed.
- The right to replacement is forfeited in the event of:
- The presence of defects resulting from use by the customer.
- Sending a product that matches what was ordered .
5. Cancel the order before shipping:
- The following are deducted:
- 2% administrative fee .
- 2.5% + 1 + VAT for payment gateways (Tabby, Tamara, Mada, Visa, Apple Pay).
- The amount will be refunded within 14 working days .
6. Cash on delivery:
- A deposit of 300 riyals is required via bank transfer.
- The deposit will be returned upon receipt.
- In case of non-receipt, the deposit will not be returned .
7. Cases in which exchange or return is not accepted:
- Products that touch or pierce the body, such as: the ring, nose ring, navel, lips.
- Falling of the stones or gems does not give the right to replacement or return.
- Customer delay in receiving shipment does not extend the replacement period.
8. Replacement steps:
- The replacement period starts from the date the product arrives at the shipping branch or from the time of delivery attempt.
- The product to be exchanged must be delivered to one of the SMSA branches .
- The replacement product will be shipped within 14 business days of our receipt of the item.
9. Availability and Pricing:
- In the event of a price error or product shortage , the administration reserves the right to cancel the order and return the full amount without referring back to the customer.
10. Important Notes:
- Exchange is only done through the online store .
- Exchanges are not available through Emerald Gold & Diamond showrooms .
- Your satisfaction is always our priority .
For any inquiries , please contact us via customer service or through our website.
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