Refund policy
At Sara Gems, your satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the policy below.
UAE Returns & Exchanges
We accept returns and exchanges for orders delivered within the United Arab Emirates within 3 calendar days of the delivery date.
To be eligible, the item must:
- Be unused, unworn, and in its original condition.
- Be returned in its original packaging, including all tags, pouches, boxes, and any complimentary items received with your order.
- Show no signs of wear, scratches, damage, alteration, or misuse.
Sara Gems reserves the right to refuse any return or exchange that does not meet these conditions.
Non-Returnable & Non-Exchangeable Items
The following items cannot be returned or exchanged unless they are defective, or incorrectly supplied:
- Earrings (for hygiene reasons)
- Sale or clearance items
- Gift cards
International Orders
Due to the nature of international shipping, returns and exchanges are not accepted for orders delivered outside the United Arab Emirates, except where an item has a manufacturing defect, or an incorrect item has been supplied.
If your international order arrives defective, or incorrect, please contact us within 24 hours of delivery at contact@saragems.ae including your order number and clear photographs of the item and its packaging.
How to Request a Return or Exchange
To initiate a return or exchange, please contact us at contact@saragems.ae within 3 calendar days of receiving your order.
Please include:
- Your full name
- Order number
- Reason for the return or exchange
- Photographs of the item if it is defective or incorrect
Once your request has been approved, we will provide you with detailed return instructions.
Items returned without prior authorization may not be accepted.
Return Shipping
Unless the return or exchange is due to a defective, or incorrectly supplied item, customers are responsible for all return shipping costs.
Original shipping charges are non-refundable.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed to your original payment method within 7–10 business days.
Please note that your bank or card issuer may require additional time to process and post the refund.
If you have not received your refund within 15 business days after receiving confirmation of approval, please contact us at contact@saragems.ae
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your order arrives defective, or you receive an incorrect item, please notify us within 24 hours of delivery by emailing contact@saragems.ae
Please include your order number together with clear photographs of the item and its packaging so we can review the issue promptly.
Where appropriate, Sara Gems will arrange a replacement, exchange, or refund.
Exchanges
If you wish to exchange an eligible item for a different design or size (where applicable), please follow the return process above.
Once your returned item has been received and approved, you may place a new order for your preferred item, or we can assist you with an exchange subject to product availability. Any price difference and applicable shipping charges will apply.
Product Care
Our jewelry is crafted using 925 sterling silver and stainless steel, finished in 18K gold plating.
Natural wear over time, including scratches, tarnishing caused by exposure to perfumes, lotions, chemicals, water, humidity, or improper care, is not considered a manufacturing defect and is not covered under this policy.
We recommend following our Jewelry Care Guide to help preserve the beauty and longevity of your pieces.
Need Assistance?
If you have any questions regarding your order, return, or exchange, we're always happy to help.
Email: contact@saragems.ae
You can also reach us anytime through the WhatsApp chat available on our website.