Return/Refund & Product Policy
PAYMENTS
Making a payment with us couldn’t be simpler.
- We accept Visa, Mastercard, American Express, Apple Pay, Samsung pay, and online credit provided by Tabby.
- We do not accept cheques.
- You have the option to convert your purchases of up to 6000 AED into monthly installments subject of approval and to the Terms & Conditions of the provider, Tabby; To know more, contact Tabby on the link below:
https://helpcenter.tabby.ai/hc/en-ae
This option will be made available to you at the time of Secure Checkout, where you can select the period over which you want to spread the payments for the purchase, along with any fees or interest, if applicable.
CURRENCY
The currency will default to the currency of the region you are browsing in, which you can change at the top right-hand side of the home page. However, the payments at the checkout will be converted to AED – United Arab Emirates Dirham, the country’s currency where the company Susana Martins Jewellery is formed and based.
ORDER CONFIRMATION
After following the necessary steps to place your order, fill in your preferred payment methods and details.
You will receive an email to inform you that your order has been placed. However, this does not mean that your order has been confirmed. If settling by payment card or bank transfer, your order will only be accepted once your card payment has been approved and/or when the bank transfer is credited into our bank account.
From here, you will then receive a second email from us confirming your order. In the event of a problem, however, we will quickly inform you.
For further help or technical issues, please contact our customer care team from 10 am-10 pm at our email info@susanamartins.com.
CONFIRMATION/RECEIPTS/PRODUCTS:
We will send you the order confirmation/receipts/products (as applicable) only after approval of your payment. In the case of bank transfer payments, the products are shipped/delivered only after the funds are credited to our Bank Account.
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 can’t be exchanged)
There’s no extra cost to exchange your purchase for an alternative size or color (subject to availability when you request an exchange).
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. Our team will provide you with assistance.
The return shipping costs are complimentary within GCC, Europe & USA
Please follow the steps below to exchange your item:
- All items must not have been worn and must be in the original condition and packaging. Items worn, damaged, or manipulated will be rejected in an exchange.
- 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.
- All items must be returned in their original packaging using the indicated courier service.
- 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
SUSANAMARTINS.COM reserves the right to refuse or cancel any confirmed/paid order for any reason, including but not limited to change in competition, technical difficulties, and lack of availability. If a refused order has been paid, the refunds are issued through the same payment method used during checkout.
SUSANAMARTINS.COM will NOT deal or provide services or products to any OFAC sanctions countries following UAE law.
REPEATED EXCHANGES
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 dispatched 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.
Susana Martins Jewellery LLC, 2023
