At Palaces Jewellery, we want your shopping experience to be exceptional. If, for any reason, you are not completely satisfied with your purchase from our website palacesjewellery.com, we accept returns for both defective and non-defective products, subject to the following conditions.

1. Return Window

You have seven (7) days from the date you receive your order to initiate a return for items purchased online.

2. Conditions for Return

To be eligible for a return, your Palaces Jewellery creation must meet the following conditions:

• Be returned in a new, unworn, and perfect original condition.
• Include all protective materials, tags, certificates of authenticity, and original packaging (presentation box, outer box, etc.).
• Show no signs of wear, damage, alteration, or modification.
• Items that have been engraved, embossed, personalized, sized (e.g., ring resizing), adjusted (e.g., bracelet link removal/addition, chain shortening), or otherwise modified.
• Special custom-made orders (e.g., items designed based on your unique specifications or requests).
• Sale items or gift cards.
• Earrings, unless they arrive defective or damaged.

Palaces Jewellery reserves the right to refuse any return if the product shows signs of wear, has been used, damaged, or altered from its original condition in any way, or if the above conditions are not met.

3. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Provide details and, if possible, photos so that we can evaluate the issue and make it right promptly.

4. Non-Returnable Items

The following creations are not eligible for return:

Items that have been engraved, embossed, personalized, or otherwise modified.

Special custom-made orders (e.g., items designed based on your unique specifications or requests).

Sale items or gift cards.

If you have questions about a specific item, please contact us before purchasing.

5. Exchange Policy

We do not accept direct exchanges for creations purchased on our website palacesjewellery.com. The fastest way to ensure you receive the item you want is to return the item you currently have for a refund (following this policy) and then place a new order for the desired item.

Exception: Exchanges for online purchases might be possible at our physical Palaces Jewellery boutiques, subject to the respective boutique's exchange policy and product availability. Please contact your nearest Palaces Jewellery boutique for more details.

6. Return Process for Online Purchases (General)

Unless otherwise specified for specific countries (see section 7), please follow the steps below:

a. Initiate your return: Contact Palaces Jewellery Customer Service by email at info@palacesjewellery.com or by phone at +971 4 225 5972 within seven (7) days of receiving your order to request a Return Authorization Number (RAN).

b. Prepare your package: Place the creation, original invoice (or copy), and all original materials (certificates, box) into a secure shipping box. Clearly write the RAN inside the package. For security, do not write "Palaces Jewellery" or similar value-indicating terms on the outside of the package.

c. Return label: We will provide a prepaid, insured return shipping label. This label covers the cost and ensures the item is protected during transit back to us.

d. Shipping: Attach the label and drop it off at the designated carrier. Keep proof of shipment and the tracking number.

7. Country-Specific Return Processes

UAE: Online purchases must be returned in person to one of our UAE boutiques within seven (7) days, with proof of purchase and original packaging. Mail-in returns are not accepted for UAE purchases via the standard online process.

Thailand: Online purchases must be returned to a Palaces Jewellery designated drop-off point within seven (7) days. Contact Customer Service for instructions and your prepaid label.

8. Inspection Process

All returns undergo a rigorous quality control inspection. We aim to complete this within five (5) business days of receiving the item. Palaces Jewellery reserves the right to refuse a return if it fails inspection. If refused, the item will be sent back to you at your expense, and you will be notified.

9. Refunds

Once your return passes inspection, we will notify you of the approval. Your refund will be processed and issued only through the Original Mode of Payment.

Please allow up to fifteen (15) business days from the date of our refund approval notification for the funds to appear in your account, as processing times can vary between banks and credit card companies.

If you haven't received your refund within 15 business days of approval, please contact us at info@palacesjewellery.com.

10. Gift Returns

Gift recipients can return items following this process, but the refund will be issued to the original purchaser's account and payment method. We cannot offer merchandise credit for online gift returns.

11. Contact Us

If you have any questions, contact Palaces Jewellery Customer Service at info@palacesjewellery.com or +971 4 225 5972.