Refund, Return and order cancellation Policy

We take immense pride in the quality of our jewelry and your experience with us. If for any reason you're not completely satisfied, we've got you covered!

ORDER CANCELLATION POLICY

All our products are made to order therefore cancellation of any order or item on your order should be made as soon as possible after order placement.

Once your order is ready to ship we will only refund 80% of the order value if the order is cancelled. 
To cancel your order or any part of the order email info@raayagems.com  with your order number and details of the items you wish to cancel.

Exchanges:

Love your new piece but want something different? No problem!

Within UAE

You can exchange your unworn jewelry within 2 days of receiving it. Just let us know within this timeframe and send your item back within 5 business days.Use "contact us" By call, WhatsApp or by email. Exchanges are not available after 5 business days.

 

INTERNATIONAL

You can exchange your unworn jewelry within 4 days of receiving it. Just let us know within this timeframe. Use "contact us" By call, WhatsApp or by email.  and send your item back within 14 business days. Exchanges are not available after 14 business days.

What can be returned?

  • Unworn jewelry in its original condition with all tags and boxes.
  • Items with manufacturing defects (we'll gladly fix those free of charge!).

What can't be returned?

  • Gift cards and vouchers.
  • Personalized or custom-made pieces (unless defective). 
  • Damaged or missing parts for reasons not due to our error..

How to return?

To request a return voucher number and instructions, simply contact us via email at [info@raayagems.com] or WhatsApp us at +971528203788. We recommend using a secure courier service like FedEx for returns.

Process:

Once your return arrives and is inspected, we'll notify you of the approval or rejection. Approved refunds will be issued within a specific timeframe to your original payment method.

For a full refund:

  • In the event we ship the wrong item to you we will replace the item with the correct item or we will refund the purchase price and collect the item from you.
  • In the event that the item supplied is defective, we will exchange the item for a new item.
  • The item must be unworn and in its original condition.
  • You must provide a receipt or proof of purchase.

Additional Notes:

  • We recommend keeping your receipt for future reference.
  • We're not responsible for items damaged during return shipping.
  • We thoroughly inspect all items before shipment ( we store video of each shipment before dispatch), please examine your jewelry upon arrival. If a defect is found, contact us immediately via WhatsApp or email along with pictures for a resolution. We cannot accept refunds for jewelry damaged due to improper care.
  • In the event we ship the wrong item to you we will replace the item with the correct item or we will refund the purchase price and collect the item from you.
  • In the event that the item supplied is defective, we will exchange the item for a new item. You will return the item back to us, once received we will inform you. 
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • You should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
  • We want you to love your Raaya Gem & Jewellery! If you have any questions or concerns, please don't hesitate to reach out.
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