Refund policy

Returns

Eligible items may be returned within 14 days from the date of delivery, provided they are unworn, unused, undamaged, and returned with their original packaging and certificates.

Made-to-order, customised, engraved or resized pieces are not eligible for return, unless the item arrives damaged or incorrect.

How to start a return

Message us on WhatsApp +971 58 548 9778 with your order number and the reason for the return. Once your return request has been approved, the return address and return instructions will be provided to you by email or WhatsApp. Please do not send an item back before receiving these instructions.

Return shipping

Customers are responsible for return shipping costs for eligible returns. If an item arrives damaged, defective or incorrect, Ceyreal Jewelry Trading - FZCO will cover the return shipping cost. We recommend a tracked and insured service; items lost in transit on the way back to us remain your responsibility.

Damaged, defective or incorrect items

Please check your jewelry as soon as it arrives. If a piece is damaged, defective or not what you ordered, tell us on WhatsApp within 7 days of delivery, with photos of the piece and its packaging, so that we can arrange a replacement, a repair or a refund at no cost to you. This does not affect your rights under UAE consumer protection law.

Refunds

Once we receive and inspect the returned item, we will confirm your refund on WhatsApp. Refunds will be done only through the original mode of payment. Please allow up to 14 days from our confirmation for the amount to appear on your statement; the exact timing depends on your card issuer or bank. Original shipping charges, where applicable, are not refunded unless the return is due to our error.

Exchanges

We do not offer direct exchanges. If you would like a different piece, size or stone, please return the eligible item under this policy and place a new order. For Made to Order pieces, message us before ordering and we will help you choose the right size and stone.

Cancellations

Orders may be cancelled before they have been processed or dispatched. For made-to-order, customised, resized or engraved pieces, cancellation is only possible before production has started. Refunds for cancelled orders are made through the original mode of payment.

Warranty

Ceyreal Jewelry Trading - FZCO guarantees that each piece is made with the materials stated in the product description, including 18K gold, natural diamonds and natural gemstones, where applicable. Any manufacturing defect identified upon receipt should be reported to us promptly for assessment.

Normal wear and tear, accidental damage, loss, improper care, or damage caused by third-party repairs or alterations are not covered.

Contact

WhatsApp +971 58 548 9778, 9:00 AM to 10:00 PM UAE time.

Last updated: 14 September 2026