Return/Refund & Product Policy - Susana Martins

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Return/Refund & Product Policy

RETURNS/REFUNDS AND EXCHANGES

All Susana Martins Jewellery products are final sale and are non-refundable in any circumstances. However, if you are not completely satisfied with your purchase, we will be happy to offer you an opportunity to exchange for another item of equal or higher value.

To return your order, you must communicate with us within 2 days after receiving your order. Please note, you will need to use the same courier that delivered your items.

The return shipping costs are complimentary within GCC, Europe & the USA.

Please follow the steps below to return your item:

All items must not have been worn and in the original condition and packaging.
Email us at info@susanamartins.com to obtain the required information to contact the courier service. This must be done within 2 days of receipt of your order.
All items must be returned in their original packaging using the indicated courier service.
Your item must be returned to us within 7 days of receiving your return and dispatch information.

SHIPPING

All our pieces are handcrafted by expert artisans. If your order is not in stock will be specially made for you. This might take up to 2 weeks.

The jewellery will be shipped from Dubai, UAE, to your country by an expert courier. The shipment is insured and free of charge for all orders; however, custom taxes and duties might apply. Please contact the authorities of your country if you are unsure about the amount.

Confirmed payments will receive the tracking number within 48 hours (if the product is in stock).

Our courier cannot deliver to PO, APO, or FPO box address; you may request the shipment to be held for pickup. The receiver will then be able to pick up the shipment at the local courier station.

Note: The receiver address is required for customs on international shipments.

Authenticity and Warranty

We can issue you with a document certifying the authenticity of your Susana Martins Fine Jewellery piece. This entails all the information necessary for insurance purposes.

*This will be issued upon request.

SUSANA MARTINS FINE JEWELLERY guarantees a warranty period of 3 months from the date of purchase. The warranty covers manufacturing and material defects only and after a careful evaluation by our expert manufacturing team.

Faulty items

Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a manufacturing fault within a period of 7 days after delivery. All items returned as faulty will be inspected, and we will not accept any items deemed to be subject to fair wear and tear.

*We can exchange faulty items for the same item or other with equal value. Refunds are not applicable.

Delivery Policy:

SUSANAMARTINS.COM will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE.

Confirmation/Receipts/Payments:

We will send you the order confirmation/receipts/products (as applicable) only after approval of your payment. In bank transfer payments, the products are shipped/delivered only after the funds are credited to our Bank Account.

Susana Martins Jewellery LLC 2021

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Return/Refund & Product Policy