Customized items policy
CUSTOMIZED ITEMS POLICY – Al Fanan Jewellery LLC
1. Overview
Customized jewellery is made specifically for the customer based on their chosen:
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Design
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Size
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Weight
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Stone preferences
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Style
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Modifications
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CAD or sketch approval
Because these products are unique and cannot be resold, they follow a specialized refund and return structure.
2. Refund Policy for Customized Orders
Customized jewellery cannot be refunded or returned under normal circumstances.
If a refund is approved, it falls strictly under our Buy Back Policy, which means:
✔ Refund = Gold Value Only
Based on the pure gold weight at the current market rate on the day of assessment.
❌ Refund does NOT include:
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Making charges
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Labour charges
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Design fees
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CAD/model-making fees
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Diasetting or stone-setting labour
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Polishing or finishing
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Artisan craftsmanship costs
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Stone value (unless stones are returned unused and in original condition)
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Delivery fees
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Handling fees
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Payment gateway charges
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Any additional service or processing costs
These costs are non-refundable because they represent labour, time, and services already consumed during production.
3. Customer Changes to Design (Before Manufacturing)
We always contact the customer before starting production to confirm:
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Final design
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CAD model or sketch
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Stone layout
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Size and measurements
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Gold weight estimate
✔ If the customer requests changes before approving the final design
No extra charges apply.
Modifying CAD or adjusting design before approval is free.
4. Customer Changes After Approval (Important)
Once the customer approves the final design and manufacturing has begun:
🔹 If the customer requests a completely different design, then:
Additional charges may apply only if:
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The new design requires significantly more labour
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The new design requires more gold
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The new design requires different stone-work
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CAD needs to be recreated
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Previously completed work cannot be reused
Otherwise, if the customer rejects the item entirely:
👉 The order will be processed under the Buy Back Policy
(gold value only, craftsmanship NOT refundable).
5. Minor Artisan Adjustments During Manufacturing
During production, our master artisans may make small structural enhancements to improve:
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Strength
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Durability
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Stone security
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Bracelet/chain safety
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Long-term stability
These adjustments:
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Do not change the main design
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Do not alter the appearance significantly
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Are done only to improve the product’s quality
This is standard practice to ensure a durable finished piece.
6. Condition Requirements for a Refund Under Buy Back
To qualify for a Buy Back refund:
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Item must be unused
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No customer-caused damage
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No third-party resizing or alteration
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All stones and components must be intact
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Original invoice must be provided
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Request must be made within the allowed timeframe
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Customer must bring the item for inspection
7. International Customized Orders
Customized items ordered from outside the UAE must follow these rules:
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Customer pays return shipping
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Customer pays customs/duty taxes
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5% VAT may be deducted when applicable
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Refund = Gold value only, per Buy Back Policy
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Bank gateway fees are not refundable
8. Final Decision
All customized item refund/exchange cases are:
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Evaluated individually
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Inspected by our Quality Control team
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Approved or rejected at the discretion of Al Fanan Jewellery LLC
The decision is based on fairness, quality assessment, and adherence to this policy.
9. Customer Acknowledgement
By placing a customized order, the customer acknowledges:
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They have reviewed and approved the design/CAD/sketch
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They understand production begins after their approval
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Refunds fall under the Buy Back Policy only
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Craftsmanship-related costs are non-refundable
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Structural improvements may be made for durability
This agreement becomes binding once the order is confirmed.
10. Contact Information
For questions regarding customized orders:
📞 +971 50 675 2879
📧 info@alfanan.ae
📍 Al Fanan Jewellery, Dubai, UAE
