At Liyana Jewellery, our primary goal is for you to fall in love with your purchase! However, if for any reason you're not completely satisfied with your jewellery, we offer a hassle-free exchange process under the following guidelines:
1. Exchange Window
You can initiate an exchange within 7 days of receiving your order. Please note that exchanges requested after this period will not be processed.
2. Eligibility for Exchange
In order to process your exchange, the item must meet the following criteria:
- It must be in its original, unworn condition.
- All packaging, certificates, and tags should be included.
- The item must not have been altered, engraved, or damaged after delivery.
3. How to Request an Exchange
To start the exchange process, simply reach out to us at +971 50 421 0089. Our customer service team will provide you with all the necessary instructions to proceed.
You can exchange your item for a product of equal, greater, or lower value:
- If you choose an item of greater value, you will be asked to pay the difference.
- If you opt for a product of lower value, we will refund the difference to your original payment method.
4. Shipping for Exchanges
Return Shipping: You are responsible for the return shipping cost of the exchanged item. We recommend using a trackable service to ensure safe delivery.
Exchange Shipping: Once your exchange has been processed, we will cover the shipping fees for sending your new item.
5. Non-Returnable & Non-Exchangeable Items
For hygiene, safety, and quality reasons, the following items are not eligible for return or exchange:
- Custom-made, engraved, or personalized jewellery.
- Items that have been worn, altered, or damaged after delivery.
6. Damaged or Defective Items
We take every precaution to ensure your jewellery arrives in perfect condition. However, if your order arrives damaged or defective, please get in touch with us immediately. We’ll either replace the item or issue a full refund, including covering the return shipping fees:
- Damaged/Defective Products: Notify us immediately, and we will help you arrange for a return and process your exchange or refund.
- Process: Kindly send us a photo of the damaged item, and we’ll take it from there. Our team will quickly arrange either a replacement or refund, based on your preference.
7. Inspection Upon Arrival
We highly recommend inspecting your jewellery as soon as you receive it. Should you notice any issues with the product or packaging, please reach out to our customer service team within 48 hours of receipt so we can assist you in resolving the matter quickly.
8. Exchange Time Frame
All exchanges must be initiated within 7 days of receiving your order. After this period, unfortunately, we will not be able to process any exchange requests.
9. Right to Refuse
We reserve the right to refuse any exchange that does not meet the terms outlined in this policy. Each exchange request is carefully reviewed to ensure it adheres to our criteria.
10. Customer Satisfaction Commitment
Our customer satisfaction is our priority. If you have any questions or concerns regarding the exchange process, feel free to reach out to our customer service team at +971 50 421 0089. We’re here to make sure that your experience with Liyana Jewellery is nothing short of exceptional.
Thank you for trusting us with your jewellery needs!