Return & Refund Policy

Thank you for selecting Mehraya. Each piece of jewellery and unstitched suits undergoes a thorough inspection prior to dispatch to guarantee it upholds our quality standards. For hygiene and personal safety reasons, we maintain a strict no-return policy, except in specific circumstances described below.

Exchange & Refund Policy

Returns or refund requests must be raised within 5 days of delivery, subject to eligibility, with no restocking fees. We offer a 5-day exchange policy. If a product is defective, damaged, or incorrect, a refund or exchange will be arranged at no additional cost, including return shipping. Exchanges due to change of mind or size issues are applicable only for suits and are not available for jewellery. Such exchanges will incur applicable charges of 15 AED for pickup and 15 AED for redelivery (if the new order value is below 159). Customers are responsible for return shipping unless the issue is due to our error.

Items Not Eligible for Return

Due to hygiene and safety reasons, all jewellery items are strictly non-returnable and non-refundable.

Return / Replacement will be accepted only in the following condition:

  • If the jewellery is received in a damaged condition
  • A clear and unedited opening video is mandatory, recorded from the moment of opening the sealed package until the product is fully shown

Without an opening video, no return, replacement, or refund request will be accepted under any circumstances.

Important Notes:

  • If the jewellery is not damaged, return, replacement, or refund will not be provided
  • Jewellery that has been worn, used, altered, or tampered with is not eligible

Eligible Reasons for Return or Refund

You may be entitled to a replacement or refund if the item:
Arrives damaged, broken, or visibly tarnished Contains a manufacturing defect Differs from what was initially ordered

Unstitched Suits —Return & Exchange Policy

For Unstitched Suits, returns or exchanges are only accepted under the following conditions:
The fabric is damaged, defective, or has a manufacturing fault. The item received is different from what was ordered. There is a visible issue such as tearing, staining, or incorrect fabric

Conditions:
The suit must be unused, unwashed, unstitched, and in original packaging. The request must be made within 5 days of delivery. Clear photos or videos must be provided as proof

Unstitched suits are not eligible for return or exchange if:
The fabric has been cut, stitched, washed, or altered. The return is due to a change of mind or incorrect selection by the customer

Conditions for Refund or Replacement

To be eligible, it is necessary that the following criteria are met:

You must reach out to us within 5 days of receiving your order. Clear photographic or video evidence of the issue must be submitted via email. The item needs to be unused, unworn, and in its original, unopened packaging. If there is shipping damage, you must inform us within 48 hours with photos of both the item and the external packaging

Return & Refund Process (If Approved)

After your request is reviewed and validated:
You will be presented with either a replacement option or a full refund to your
original payment method Refunds are processed within 7-14 business days Customers are responsible for return shipping costs unless the issue is due to our error

Refund Process

Upon receiving and inspecting the returned item, we will inform you of the approval
or denial of your refund. Approved refunds will be processed within 7-10 business days. Refunds will be credited to the original payment method used for the purchase.

Requests Not Accepted

We do not accommodate returns or refunds for:
Change of mind following the purchase of Incorrect item selection made by the customer Used, worn, or tampered jewellery and unstitched Suits Requests submitted beyond 5 days post-delivery

How to Submit a Return or Refund Request

Please contact us via email at:
mehrayajewels@gmail.com
Subject: Return/Refund Request – [Order Number]
Include the following information:
Order number
A brief explanation of the issue. Clear photos or videos depicting the concern

Legal Compliance

This policy adheres to the UAE Consumer Protection Law (Federal Law No. 15 of 2020). Mehraya reserves the right to modify this policy at any time while ensuring consumer rights remain fully protected under UAE law.

Jewellery Care Guidelines (Important)

To maintain the quality and longevity of your jewellery:

Avoid exposure to perfumes, lotions, and harsh chemicals. Refrain from wearing during swimming or when experiencing intense sweating. Gently clean after use and store in a dry, sealed pouch

Neglecting proper care or misusing the jewellery may void eligibility for refunds or replacements.

Policy Acknowledgment

By placing an order with Mehraya, you confirm that you have read, understood, and agreed to this Return & Refund Policy.