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. (items customized or engraved cant be exchanged) 

There’s no extra cost to exchange your purchase for an alternative size or color (subject to availability when you request a return). If you wish to try another style, simply return it for store credit, and we process a new order at your convenience. 

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

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

Please follow the steps below to exchange your item:

  1. All items must not have been worn and in the original condition and packaging. Items worn, damaged, or manipulated will be rejected in an exchange. 
  2. Email us at info@susanamartins.com to obtain the required information and assistance. This must be done within 2 days of receipt of your order.
  3. All items must be returned in their original packaging using the indicated courier service.
  4. Your item must be returned immediately after receiving the return labels and dispatch information. (Please note you must print your labels)

For assistance, please get in touch with us on WhatsApp +971568895812; our team will happily assist you within our working hours.  From 9 AM to 10 PM +4GMT

REPEATED RETURNS

We offer a flexible exchange policy to make your online shopping experience even easier. We monitor the number of exchanges made by customers, and continued exchanges in breach of our terms and conditions will be flagged and may, at our discretion, lead to a refusal of the exchange. 

SHIPPING
 
Expert artisans handcraft all our pieces. If your order is not in stock, it 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 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).
 
Orders will be dispatch after payment confirmation. In the case of a bank transfer, the confirmation is recorded only after the funds are credited to our account. 
 
Our courier cannot deliver to PO, APO, or FPO box addresses. 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 & WARRANTY

With most of our solitaire diamonds, we offer GIA certification and, in some cases, IJI or HRD. Otherwise, certificates issued by the brand are available upon request. 

In-house certificates will entail all the information required 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 with a  manufacturing fault.

All items returned as faulty will be inspected, and any items deemed to be subject to fair wear and tear will not be accepted as faulty.

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 OFAC sanctions countries following UAE law.

CONFIRMATION/RECEIPTS/PRODUCTS:

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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