Refund & Exchange Policy

At VIP Jewellery, customer delight and peace of mind are our highest priorities. In strict compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, we offer a transparent, dignified return and exchange policy tailored for precious gold and diamond jewellery.

1. Return & Exchange Period

• Exchange Window: You may request an exchange within 3 business days from the official delivery date.
• Return Window: Returns for eligible items are accepted within 24 to 48 hours of verified delivery.
• Manufacturing Defects: If a proven manufacturing defect is discovered, you are entitled to full repair, replacement, or refund within 14 days of purchase under UAE Consumer Protection Regulations.

2. Eligibility & Inspection Criteria

To be eligible for an exchange or refund, returned items must satisfy all of the following requirements:

• The item must be in its original, pristine, unworn condition with zero signs of wear, sizing, alteration, or scratches.
• All original security tags, certificates of authenticity, diamond grading reports, and luxury VIP presentation boxes must be returned intact.
• The original UAE Tax Invoice must accompany the return.
• Mandatory Laboratory Inspection: All returned jewellery items undergo comprehensive microscopic inspection by certified gemologists at our Dubai facility to verify weight, purity, and gemstone integrity before any refund is approved.

3. Non-Returnable / Non-Exchangeable Items

In accordance with industry standards and hygiene guidelines, the following items are strictly non-refundable and non-exchangeable:

• Custom-made, engraved, or personalized jewellery crafted specifically for the client.
• Items modified, resized, or repaired by third-party jewelers.
• Pierced earrings and nose pins (for hygiene and health protection reasons).
• Products exhibiting signs of wear, physical damage, misuse, or chemical exposure.

4. Refund Processing

Once your returned item is received, authenticated, and passed inspection, your refund will be processed promptly:

• Refunds are credited strictly to the original payment method used during checkout.
• Bank processing times usually take between 5 to 14 business days depending on your issuing bank in the UAE or internationally.

Initiating a Return

To request a return or exchange, please contact our VIP Concierge team:
Email: [email protected]
Dubai, United Arab Emirates