RAAYA Fine Jewellery is committed to ensuring full customer satisfaction with our products, our service, and the security of every transaction. If you are not satisfied with your purchase, you may return the product subject to the conditions below.

Return window

Within the United Arab Emirates. You may return an unused product, in its original condition and original packaging, accompanied by the original invoice, within seven (7) calendar days from the date of delivery. Our logistics partner will collect the product from the address provided at the time of order, anywhere within the UAE, at no charge to you.

International orders. We do not currently accept returns or exchanges on orders shipped outside the United Arab Emirates.

Eligibility for return

To be eligible for return, the product must satisfy all of the following:

• Returned within seven (7) calendar days of delivery.
• Unused, unworn, and in the same condition as received.
• Presented in its original packaging including the RAAYA box, certificate, and any accompanying materials.
• Accompanied by the original invoice and any warranty or appraisal card supplied with the piece.

Items that cannot be returned

The following items cannot be returned, exchanged, or refunded, except in the case of a manufacturing defect or non-conformity with the description at the time of purchase:

• Pieces that have been engraved, embossed, or otherwise personalised.
• Pieces that have been resized.
• Bespoke or custom-made pieces produced to the customer's specifications.
• Pieces purchased on a final-sale or made-to-order basis where this was clearly disclosed at the time of purchase.

How to initiate a return

To initiate a return, please contact our client services team at infodubai@raayafinejewellery.com within seven (7) calendar days of delivery. Please do not return the product before receiving written confirmation of the return from us — items returned without confirmation may not be processed.

Refund processing

Once we receive and inspect the returned product, we will confirm the refund within three (3) business days. The refund will be processed within fourteen (14) calendar days of confirmation, through the same payment method used for the original transaction:

• Card payments — refunded to the original debit or credit card.
• Bank transfer payments — refunded by bank transfer to the originating UAE account.
• In-store payments — refunded by bank transfer to a UAE bank account nominated by the customer in writing.

Where the original card is no longer in use or the customer's account is closed, refund will be processed by bank transfer to a UAE bank account nominated by the customer.

Refunds on defective or non-conforming products

In accordance with UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, in the event that a product is defective or does not conform to the description at the time of purchase, the customer is entitled to repair, replacement, or full refund. The seven-day return window does not limit your statutory rights in respect of defective or non-conforming products. Please contact our client services team immediately if you receive a product that is damaged or defective.

CANCELLATION POLICY

Cancellation by RAAYA Fine Jewellery

RAAYA Fine Jewellery reserves the right to refuse or cancel any order at its sole discretion, including but not limited to: limitations on quantity available for purchase; errors in pricing or product information; issues identified by our fraud prevention team; or any other commercial or compliance reason. We will notify you promptly by email or telephone if your order has been cancelled in full or in part, or if additional information is required to accept your order.

Cancellation by Customer

An order may be cancelled by the customer at any time before it has been dispatched. To cancel an order, please contact our client services team at infodubai@raayafinejewellery.com. Registered customers may also check the status of their order through the order tracking page on our website.

Once an order has been dispatched it cannot be cancelled, but you retain your right to return the product in accordance with the Refund Policy above.

Failed transactions

In the event that an amount is debited from your account but the transaction fails or the order is not placed, the amount will be refunded to your account within fourteen (14) calendar days from the date of confirmation by our payment gateway. For any assistance please contact our client services team at infodubai@raayafinejewellery.com or +971-507324250.