Refund policy

At Hafeez Jewellery, we aim to provide you with jewellery of the highest quality. If you are not fully satisfied, you may be eligible for a return, exchange, or refund according to the conditions below.

Eligibility for Refund or Exchange

To qualify for a refund or exchange, your item must meet the following criteria:

  • Returned in a new and unworn state, in perfect condition, with all protective materials, tags, stickers, original packaging, accessories, and documents.
  • Not personalised, altered, engraved, or resized.
  • Not a custom-made, bespoke, or special order.

Items that are not eligible for refund or exchange include:

  • Personalised, resized, or engraved jewellery
  • Custom-made & bespoke creations
  • Damaged jewels
  • Sketches
  • Gemstones
  • Gift cards

Important: Under UK law, you are entitled to a refund or replacement if a product is faulty, damaged, or not as described, even if it is personalised or bespoke.

Return Timeframe

  • Standard returns: Ready-to-wear jewellery can be returned within 14 days of delivery for a free refund or exchange.
  • Gifts: UK clients or gift recipients may exchange items within 14 days, provided the same eligibility conditions above are met.

Note: Exchanges are for items of the same value or higher. Any price difference or additional shipping costs must be paid by the customer.

Exchanges Outside the UK

  • Currently, exchanges are only available for UK customers.
  • International customers may return items within 14 days of delivery and place a new order.
  • Some countries, including Brazil, China, and Indonesia, may have customs restrictions on returns. Please research local regulations before ordering.

How to Request a Return or Exchange

  1. Contact our Customer Service team at info@hafeezjewellery.com
  2. Provide the donor's name if the item is a gift.
  3. We will email a return label and arrange a collection date for your parcel.

Refunds

  • Refunds are issued via your original payment method.
  • Once the return is received and passes quality control, please allow up to 14 working days for the refund to be processed.
  • Refunds cover the GBP value of the item only. Hafeez Jewellery is not responsible for currency fluctuations.

Customs Duties: International customers are responsible for requesting refunds on any taxes, VAT, or customs duties from local authorities.

Security & Retention

  • Returned items are inspected for quality control.
  • Your personal information related to returns will be handled in accordance with our Privacy Policy.

Contact

For returns, exchanges, or questions about this policy, contact us:

info@hafeezjewellery.com
+44(0)7730185434
Hafeez Jewellery Ltd, 16 Woodberry Down, N4 2GB, London (UK)