Refund policy
ONLINE ORDERS REFUND & EXCHANGES
To qualify for a refund, all Samra Jewellery purchased pieces must be returned to us within 7 days of the order delivery date under the following conditions:
Conditions To Return & Exchange
- You may exchange or return a Samra Jewellery piece purchased online if it is unused and in the same condition as you received it.
- Samra Pieces must be in their original packaging (box shopping bags) along with the piece authenticity card.
- Online order confirmation receipt must be provided.
Exchange & Return Process
- You may contact us by email at customercare@samra.com, WhatsApp number +971 56 244 4403, or UAE toll-free number +971 4 80072672, providing your name and your online order number, and we will send you a confirmation of your exchange or return request.
- Once the exchange or return is approved:
UAE Returns- We will send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging, and authenticity card.
Rest Of The World - We will send a payment link for the return shipping cost. Once the payment is received, we will proceed to send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging, and authenticity card.
- When returned pieces are received, they are submitted to Samra quality control. In the event of an exchange, we will send you an updated order confirmation and the courier label for the item that was exchanged.
Refund Process:
Refunds will be processed after the returned piece/s has been received and approved.
- Payment will be refunded to the customer through the same payment method.
- If you have paid using Tabby, your refund will be processed in accordance with the vendor's terms and conditions.
|
Country |
Return / Exchange Window |
Return Cost |
Return Process Time |
|
UAE |
7 Days |
Free |
2 – 7 Business Days |
|
Saudi Arabia |
7 Days |
130 AED |
2 – 7 Business Days |
|
Qatar |
7 Days |
130 AED |
2 – 7 Business Days |
|
Bahrain |
7 Days |
130 AED |
2 – 7 Business Days |
|
Oman |
7 Days |
130 AED |
2 – 7 Business Days |
|
Kuwait |
7 Days |
130 AED |
2 – 7 Business Days |
|
USA |
7 Days |
130 AED |
2 – 7 Business Days |
|
United Kingdom |
7 Days |
130 AED |
2 – 7 Business Days |
|
Rest of Countries |
7 Days |
130 AED |
2 – 7 Business Days |
ONLINE ORDERS EXCHANGE & REFUND POLICY
In the unlikely event that any jewellery piece you have ordered from Samra is not received in good condition, is damaged or defective, or if the merchandise delivered is different from what you had ordered, you may exchange/return the merchandise if it is unused, and in the same condition as you received it, in its original packaging along with original tags, for an exchange/refund.
This exchange is permitted, provided the jewellery is in its original condition. Only one such exchange will be permitted against an invoice.
Before accepting delivery of the product/s, please ensure that the packaging has not been damaged or tampered with. If you believe that the merchandise is not in good condition, or if the packaging is tampered with or damaged, before accepting delivery of the goods, please refuse to take delivery of the package, and call our helpdesk at + 971 4 80072672 (10:00 am to 5:00 pm UAE Time - GMT + 04.00 hrs) or emailing customercare@samra.com, mentioning your order reference number.
We shall do our best to ensure that a replacement delivery is made to you at the earliest. If you have accepted the delivery and then realized that the package is damaged, please feel free to get in touch with us within 7 days of receiving the package.
We shall not entertain any request beyond 7 days post the invoice date.
Payment will be refunded to the customer through the same payment mode. For e.g., if a customer has ordered through a credit card, the cancellation amount will be credited back to the same account. Please note that we shall not be responsible for any delays in credit to the Cardholder's credit card account as it's managed by the Cardholder's issuing bank.
