Return & Refund Policy

Last updated: 25 August 2026

At JWL, a brand of Jewelebrate Jewellery LLC, every piece of jewellery is crafted and inspected with care. We want you to shop with confidence, and this policy explains when and how an item may be returned, exchanged or refunded.

30-Day Return Policy

Eligible jewellery may be returned within 30 days of delivery, subject to the conditions below.

To qualify for a return, the item must:

• be unworn, unused and in its original condition;

• be free from scratches, damage, wear or other signs of use;

• not have been altered, engraved, repaired or resized after delivery;

• be returned with its original packaging, certificates, reports, invoices and accompanying documentation; and

• successfully pass JWL's quality inspection.

JWL reserves the right to decline a return if the product does not satisfy these conditions.

Items Not Eligible for Return

Unless the product is defective, damaged on delivery or materially different from what was ordered, returns are generally not available for:

• bespoke or custom-made jewellery;

• personalised or engraved jewellery;

• jewellery manufactured or modified according to a customer's specifications;

• jewellery that has been resized, altered or repaired after delivery;

• loose diamonds or loose gemstones specifically procured for a customer;

• gift cards;

• products showing signs of wear, misuse or damage; and

• products returned without their original certificates or documentation, subject to the re-certification provisions below.

Your statutory rights under applicable law are not affected.

Made-to-Order Jewellery

Many JWL pieces are individually manufactured after an order is placed.

Where a product is clearly identified as made-to-order, bespoke, customised or personalised, it may not qualify for a change-of-mind return. We encourage you to carefully confirm the design, metal, diamond specifications, ring size, engraving and other customisation details before approving your order.

This does not affect your rights where a product is defective, damaged on delivery or materially different from what was ordered.

Damaged, Defective or Incorrect Items

Please inspect your jewellery as soon as you receive it.

If your order arrives damaged, defective or materially different from the product you ordered, contact JWL as soon as reasonably possible and provide your order number together with photographs or other information reasonably requested by us.

Once verified, JWL will arrange an appropriate remedy, which may include repair, replacement, exchange or refund in accordance with applicable law.

Return Inspection

All returned jewellery is inspected by our quality-control team.

A return may be refused, or reasonable costs may be deducted where permitted by law, if the item:

• has been worn or damaged;

• has been altered, repaired, engraved or resized after delivery;

• has missing components;

• does not correspond with the item originally supplied by JWL; or

• is missing required certificates or documentation.

Diamond & Gemstone Certificates

Any grading report or certificate supplied with your jewellery must be returned with the product.

If an original certificate is missing, JWL may, where appropriate, arrange for the diamond or gemstone to be re-certified. Any reasonable laboratory, shipping or administrative costs associated with re-certification may be deducted from the amount otherwise refundable, where permitted by applicable law.

How to Request a Return

Before sending jewellery back to us, please contact JWL Customer Care and provide:

1. your order number;

2. the item you wish to return;

3. the reason for the return; and

4. any photographs requested by our team.

Do not send valuable jewellery to us without first receiving return instructions.

Returned jewellery should be securely packaged and, where requested, shipped using an insured and trackable delivery service.

JWL is not responsible for items lost or damaged while being returned using an unauthorised shipping method.

Refunds

Once your returned item has been received and successfully inspected, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method used for the purchase.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer or payment provider.

Original shipping charges, international duties, taxes and other third-party charges may not be refundable unless required by applicable law or the return results from an error by JWL.

Exchanges

Where an exchange is approved, the value of the returned product may be applied toward another eligible JWL product.

If the replacement product costs more, you will be required to pay the difference.

If it costs less, any difference will be handled in accordance with the terms communicated to you at the time of exchange and applicable law.

Order Cancellation

Please contact us as soon as possible if you wish to cancel or modify an order.

Orders that have not entered production or fulfilment may generally be cancelled.

Once manufacturing, customisation, engraving, stone procurement, resizing or other work has commenced, cancellation may not be possible or may be subject to reasonable costs already incurred by JWL, where permitted by law.

International Returns

Customers returning orders from outside the UAE are responsible for complying with applicable customs and shipping requirements.

Any customs duties, import taxes, brokerage fees or similar charges incurred in connection with a return are the customer's responsibility unless the return is due to an error by JWL or applicable law requires otherwise.

Fair Use

Our return policy is intended to allow customers to purchase with confidence.

JWL reserves the right, where permitted by law, to refuse transactions or restrict return privileges in cases involving suspected fraud, abuse, repeated excessive returns, or purchasing multiple substantially similar products primarily for comparison and return.

Contact Us

For return, exchange or refund assistance, please contact JWL Customer Care through the contact details provided on our website.

JWL
A brand of Jewelebrate Jewellery LLC
Dubai, United Arab Emirates