Return and exchange policy


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.

Emerald, gold and diamonds