Return & Refund Policy

Our Commitment

Customer satisfaction is our highest priority. If anything about your order is not right, our support team reviews it promptly and works with you toward a fair resolution — a repair, a replacement, or a refund, where applicable.

Custom & Made-to-Order Pieces

Most of our jewellery is quoted individually and made to order. Once you confirm a quotation, we ask for a 50% advance payment to reserve materials and begin manufacturing, with the balance due before delivery. Because these pieces are made to your specification, any issue with a custom order is handled through the complaint process below rather than a standard return.

What Can Be Returned

Ready-made, unworn and unaltered pieces, in their original packaging and condition, may be returned within 7 days of delivery together with your invoice or order confirmation.

What Cannot Be Returned

• Custom and made-to-order pieces, including anything resized, engraved or altered to a specification you provided.
• Pieces showing signs of wear.
• Loose gemstones once certified against a specific setting.

Gold-Priced Pieces

A returned gold piece is refunded at the price you paid, not the gold rate on the day of the return — the rate you were quoted at checkout is the rate that applies, in both directions.

How to Raise a Complaint or Start a Return

Message us on WhatsApp, email support@anwarjewel.com, or speak to us in the showroom, with your order number. We may ask for your invoice or ID to confirm the order before arranging collection or drop-off.

Refunds

Once we receive and inspect a returned piece, we issue the refund to your original payment method wherever possible. Bank transfers and cash-on-delivery orders are refunded by bank transfer. Refunds are typically processed within 7 working days of approval.

Exchanges

Prefer an exchange to a refund? Let us know when you raise the return and we will help you find the right piece.

This policy is a working draft and should be reviewed by a legal adviser before launch.