Refund & Return Policy

Last updated: 21 October 2025
Applies to: Purchases made via harmonyjewelers.ae and at Harmony Jewelers, Ground Floor, Marina Mall, Abu Dhabi (unless a specific invoice/contract states otherwise).

1) Your statutory rights (defective goods)

If your item has a manufacturing defect or does not conform to the contract/description, you are protected by UAE consumer law. Harmony will repair, replace, or refund as appropriate and within a reasonable time. During repair/replacement, the warranty period is paused (“stop the clock”). Ministry of Education

30-day safeguard: The Executive Regulations require the supplier to accept a return and refund for certain defective goods without adequate warranty coverage or with conflicting warranty terms if the defect is discovered within 30 days of delivery/receipt. UAE Legislation

Nothing in this Policy limits your statutory rights to claim compensation for damage caused by a product, consistent with UAE law. UAE Legislation

2) Change-of-mind (goodwill) policy

UAE law does not require retailers to accept returns for change of mind. As a goodwill gesture, Harmony offers the following for online orders (domestic UAE): The National+1

7-day exchange or store credit from delivery date on standard, non-customized pieces that are unworn, in original condition, with all tags, packaging, and certificates intact.
No cash refunds for change-of-mind returns.
Exclusions:
- Earrings/pierced jewelry (for hygiene), unless defective under Section 1.
- Bespoke, engraved, resized, altered, special-order, or personalized items (including pieces set with customer-supplied stones).
- Items showing wear, scratches, bent prongs, missing stones, or signs of alteration outside Harmony.
Where a third-party certificate (e.g., GIA, SwissLab) is missing or damaged, we may deduct the lab’s replacement cost if a goodwill return is accepted.

In-boutique purchases: change-of-mind exchanges/credits may be offered at the manager’s discretion within 3 days; the exclusions above still apply.

3) Eligibility checklist (all returns)

To start a return or exchange, please ensure:

You are the purchaser or have written authorization from the purchaser.
The request is within the applicable window (7 days for goodwill; promptly upon discovery for defects).
The item is unworn and in saleable condition (no scratches, dents, chipped stones, stretched chains, or bent settings).
All original materials are included: invoice, certificate(s), security tag(s), branded box/pouches, accessories, and gift items.
The item has not been altered by a third party.

4) How to initiate

Online orders: Email [email protected] or WhatsApp +971 54 584 8399 with order number, photos (if defect/transport damage), and reason.
In-boutique: Visit Harmony at Marina Mall with the item, invoice, and any certificates.

We will acknowledge your request and provide a Return Authorization (RA) with shipping instructions or a booking for in-person inspection.

5) Shipping your return (UAE)

We provide a prepaid, insured label for eligible UAE returns. Items must be packed securely, with certificates protected from bending or moisture.
Until receipt is confirmed by Harmony, please keep your courier receipt and tracking number.
For international orders (where offered), return freight, duties, and taxes are the customer’s responsibility unless otherwise agreed.

6) Inspection & outcome

All returns undergo jeweler inspection and serial/certificate verification. We will notify you of the outcome:

Defective / non-conforming (statutory): we’ll repair, replace, or refund within a reasonable time, consistent with law. If repair or replacement is impractical, we’ll refund. Warranty pauses while the item is with us. Ministry of Education
Goodwill (change-of-mind): if approved, we’ll issue store credit or process an exchange.
Not eligible: we will return the item to you (shipping at cost) with a report explaining why.

Where partial restoration is needed (e.g., missing box/certificates), we may deduct replacement or refurbishment costs if we still accept the return.

7) Refunds & credits

Method: Refunds (for defects/statutory cases) go to the original payment method only.
Timeline: Please allow 7–14 UAE business days after approval; banks/gateways may require additional time.
Store credit: Issued digitally and valid for 12 months from date of issue (non-transferable unless agreed).
Gifts: Refunds go to the purchaser; exchanges/credits may be issued to the recipient if the purchaser instructs us in writing.

8) Special product rules

Certificates (GIA/SwissLab): These form part of the product. Lost/damaged certificates may delay processing and incur a lab fee if replacement is needed.
Bespoke & alterations: Any custom work, engraving, special sizing, stone upgrades/downgrades, custom settings, or items built to order are final sale except for manufacturing defects under Section 1.
Customer-supplied stones: Setting is performed with care, but we cannot warrant against pre-existing inclusions or structural weaknesses; returns for change of mind are not accepted.

9) Transport damage or tampering

If a parcel arrives damaged/tampered:

If possible, refuse delivery and contact us immediately.
If already accepted, keep all packaging, take photos of the outer box/labels, inner packaging, and the item, and contact us within 24 hours so we can open a carrier claim and assist with a resolution.

10) Warranty & after-sales support

Complimentary cleaning & inspection for Harmony pieces.
Resizing offered where design permits (fees may apply unless covered at purchase).
Warranty pause: If your piece is in for repair/replacement under warranty, the warranty period is suspended for that duration, per UAE consumer rules. Ministry of Education

11) Promotions, bundles, and gifts with purchase

Promotional items, bundles, or gifts with purchase must be returned together. If you keep a promotional item, we may deduct its retail value from any refund/credit (where applicable).

12) International orders (where available)

Duties & taxes are non-refundable by Harmony once paid to authorities. You may be able to reclaim directly from your customs authority.
International returns must use an insured courier service approved by Harmony. Damage or loss in transit remains your responsibility until receipt is confirmed at our boutique/returns hub.

13) Escalation & dispute resolution

We aim to resolve issues promptly. If you feel your matter remains unresolved, you may seek assistance through UAE consumer protection channels or file a claim before the competent UAE authority/courts as applicable. (See the UAE Ministry of Economy and Official Portal for consumer protection guidance.) Ministry of Education+1

14) Policy updates

We may update this Policy to reflect legal or operational changes. The most recent version appears on this page and applies to new purchases from its effective date.

Quick reference (at a glance)

Defective goods: Repair / replace / refund per UAE law (warranty pauses). Ministry of Education
Change of mind: 7-day exchange/store credit (online UAE), strict condition rules; exclusions apply. (Not legally mandated.) The National
Earrings & bespoke: Final sale unless defective.
Returns start: [email protected] | WhatsApp +971 54 584 8399.
Certificates: Must be returned; replacement fees may apply.
Refunds: Original payment method; 7–14 business days after approval.