سياسة استرداد الأموال

At Zen Diamond, we want you to be completely satisfied with your purchase. This policy is prepared in accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (Cabinet Decision No. 66 of 2023).

Your Right to Return

You have the right to return your item within 14 days of receiving it, for any reason and without justification, as provided under UAE consumer protection regulations.

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

• Unworn and unused, in the same condition that you received it
• In its original packaging, with all tags attached
• Accompanied by the original diamond/gemstone certificate (where applicable) and with any security tag or seal intact
• Accompanied by the receipt or proof of purchase

To start a return, contact us at info@zendiamond.com. Once your return request is confirmed, we will send you instructions on how and where to send your package. Returns should be sent to:

AG Silver Tower, JLT – Office No. 36D, Dubai, United Arab Emirates

Items sent back to us without first requesting a return will not be accepted. For high-value items, we recommend using an insured and trackable shipping service; we will provide guidance when confirming your return.

Order Cancellation Before Dispatch

You may cancel your order at any time before it has been dispatched, for a full refund. Contact us at info@zendiamond.com as soon as possible with your order number.

Non-Returnable Items

In line with UAE consumer protection regulations, the 14-day return right does not apply to personalised or custom-made items, including:

• Engraved jewellery
• Rings resized to your specification
• Made-to-order or bespoke pieces

Gift cards are also non-returnable. If you have any questions about whether your item is eligible for return, please contact us before placing your order.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you have received the wrong item.

If the item you receive is defective or does not match its description or images on our website, you are entitled to return it at our expense for a repair, replacement, or full refund, in accordance with UAE consumer protection law. These rights are separate from, and in addition to, the 14-day return right above.

All our jewellery is covered by the warranty required under UAE law against manufacturing defects. Warranty claims can be made at any time within the applicable warranty period by contacting us with your proof of purchase.

Exchanges

If you would like a different item, size, or design, the fastest way is to request a return for your current item and place a new order once your return is confirmed. For ring sizing, please note that rings resized to your specification cannot subsequently be returned under the 14-day return right.

Refunds

We will notify you once we have received and inspected your return. If your return is approved, your refund will be issued to your original payment method within 14 days of us receiving the returned item, as required under UAE regulations. Please note that your bank or card issuer may take additional time to process and post the refund to your account.

If more than 14 days have passed since we received your approved return and you have not received your refund, please contact us at info@zendiamond.com.

Contact

For any questions about returns, refunds, or this policy:

Zen Diamond – MED ART JEWELLERY (L.L.C) AG Silver Tower, JLT – Office No. 36D, Dubai, United Arab Emirates Email: info@zendiamond.com