Refund policy

Refund & Return Policy – Al Fanan Jewellery LLC

1. General Return Policy (7 Days)

We offer a 7-day return window from the date you receive your item.

To be eligible for a return, the item must be:

  • Unworn and unused

  • In the same condition it was received

  • With original tags, barcode stickers, and packaging

  • Accompanied by the original invoice/receipt

Returns must be requested by contacting us at info@alfanan.ae or WhatsApp: +971 506752879.

➤ Items returned without prior approval will not be accepted.

2. Eligibility Rules for Gold Jewellery Returns

Gold jewellery can be returned in exchange for:

  • Gold jewellery

  • Diamond jewellery

  • A gift voucher equal to the invoice amount

Important conditions:

  • Only one-time exchange is permitted.

  • The return value must not exceed AED 5,000.

    • For amounts above AED 5,000, our Buy Back Policy applies.

  • The 7-day return policy does NOT apply to:

    • Gold coins

    • Gold bars

    • Silver products

    • Items showing wear, damage, alteration, or resizing

3. Sale Items, Offers & Special Promotions

The following are non-returnable and non-refundable:

  • Sale items

  • Zero Making Charge items (special handling rules apply separately)

  • Gift cards

  • Customized items (see policy below)

4. Damaged, Defective, or Incorrect Items

Please inspect your order on delivery.

Contact us immediately if your item is:

  • Damaged

  • Defective

  • Incorrect

We will evaluate and resolve the issue promptly.

5. Refund Method & Bank Charges

Approved refunds will be:

  • Processed within 5 business days

  • Credited to the original payment method

Refund amount will be net of any bank charges, including:

  • Payment gateway fees

  • Bank processing fees

  • International transfer fees (if applicable)

These charges are imposed by financial institutions and are non-refundable.

If you require a breakdown of the deductions, we will provide it upon request.

6. International Orders (Important)

Refunds for international orders are only possible in the case of purity differences in gold.

Conditions:

  • Proof must be provided through certified testing

  • Shipping charges will be deducted

  • Bank charges will be deducted

  • Two-way shipping fees apply for refunds or exchanges

  • VAT (5%) applies and will be deducted from total refund

  • Exchange shipments will incur shipping charges for both directions

Refunds for international orders are never issued for:

  • Change of mind

  • Customer preference

  • Size issues

  • Delays caused by customs

  • Local duties or taxes

7. Refund Policy for Card Payments

If you paid via credit or debit card:

Refunds will NOT be issued for transactions identified as fraudulent.
You must contact your bank to dispute such charges.

Refunds will only be provided if your order has not been processed or dispatched.

8. Buy Back Policy (Summary)

Products can be exchanged for:

  • Gold

  • Diamond jewellery

  • Gift voucher

Gold value is calculated based on the prevailing market rate on the day of exchange, after deducting:

  • Making charges

  • Stone weight

  • Non-gold components

Customized or damaged products are accepted under the buy-back policy.

(Full policy will be placed on the Buy Back Policy page.)

9. Gold Weight Difference Refund Policy (Summary)

Applies only to custom-made items:

  • Up to 1 gram difference → No refund

  • More than 1 gram difference → Refund issued for excess based on current gold rate

  • Must be reported within 7 days

  • Must include certified weight verification

  • Refund issued after verification by Al Fanan Jewellery

(Full details will be placed on the dedicated page.)

10. Customized Items Refund Policy (Summary)

For customized items:

  • Only the gold value is refundable

  • Making/labour/design costs are not refundable

  • Bank charges are deducted

  • Customer pays return shipping & customs

  • Item must be returned unused and undamaged

(Full policy will be placed on the dedicated page.)

11. Refund Policy for 24K Gold & Pre-Ordered Bullion

Once payment is made for:

  • 24K Gold bullion

  • Products containing 24K Gold

  • Pre-order 24K items

→ These cannot be refunded or exchanged.

If proof of payment is provided but funds are not received by Al Fanan Jewellery, the order may be cancelled.

12. Zero Making Charge Items Refund Policy

For Zero Making items:

  • Refund requests must be made within 7 days

  • Delivery charges & service fees are deducted

  • Refund is issued only after internal quality check

13. Refund Process

  1. You submit a return/refund request

  2. We review your request

  3. You ship the product (if approved)

  4. Quality check is performed

  5. Refund is processed within 5 business days

  6. Email confirmation is sent

14. Contact Information

For returns, refunds, or policy questions:

Email: info@alfanan.ae
WhatsApp: +971 506752879
Store: Al Fanan Jewellery LLC, Dubai, UAE