Refund policy

Return, Refund & Exchange Policy

At My Adorn UAE, your satisfaction is important to us. If you experience any issue with your order, our customer support team is here to assist you.

Returns and Exchanges

Return or exchange requests must be submitted within 2 days of delivery.

To request a return or exchange, please contact us with:

· Your order number

· Details of the issue

· Clear photos of the product

· An unboxing video, where required

Email: supportmyadorn@gmail.com
UAE: +971 56 674 1404

For damaged, defective, or incorrect products, a clear unboxing video and supporting photographs are required for verification.

Eligibility for Return or Exchange

To be eligible for an approved return or exchange, the product must be:

· Unused and unworn

· In its original condition

· Returned with its original packaging

· Returned with all tags, certificates, freebies, and invoice, where applicable

· Free from scratches, stains, damage, or signs of wear

· Complete with all stones, components, and embellishments intact

Products that do not meet these conditions may not be accepted.

Inspection and Approval

All returned products are subject to inspection by our team.

Once the item has been received and inspected, we will inform you whether the return or exchange has been approved.

Depending on the circumstances and product availability, an approved request may result in:

· Replacement of the same product

· Exchange for another eligible product

· Store credit

· Refund, where applicable under this policy or required by law

If the returned item does not meet the eligibility requirements, the return may be rejected and the product may be sent back to the customer.

Non-Returnable and Non-Exchangeable Items

For hygiene, personalization, or promotional reasons, we generally do not accept returns or exchanges for:

· Customized or personalized products

· Engraved items

· Earrings and body jewellery

· Final sale or clearance products

· Gift cards or vouchers

· Certain promotional bundles

· Products purchased using store credit, unless defective, damaged, or incorrect

Any product-specific return restrictions may also be mentioned on the applicable product page.

Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered, please notify us within 24 to 48 hours of delivery.

You must provide:

· Your order number

· Clear photos showing the issue

· A clear unboxing video showing the package being opened and the condition of the product

After verification, we may arrange:

· A replacement

· An exchange

· Store credit

· A refund where appropriate or required under applicable law

Please retain the product and all original packaging until your claim has been reviewed.

Refunds

Refunds may be provided for circumstances such as:

· An approved cancellation made before dispatch

· Product unavailability after an order has been placed

· An approved damaged, defective, or incorrect product claim where replacement or exchange is not suitable

· Other circumstances where a refund is required under applicable UAE law

Approved refunds are generally initiated within 5 to 7 business days.

Refunds for prepaid orders will normally be processed back to the original payment method.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, or payment provider.

Where a refund is approved for a Cash on Delivery order, we may request your UAE bank details or another suitable payment method to process the refund.

Non-Refundable Charges

Unless otherwise required by applicable law or the issue resulted from an error by My Adorn, the following charges may be non-refundable:

· Delivery or shipping charges

· Cash on Delivery charges, where separately applicable

· Gift wrapping charges

· Other optional service charges

Exchanges

Approved products may be exchanged for:

· The same product, subject to availability

· Another eligible item of equal value

· A higher-value item, provided the customer pays the applicable price difference

If the replacement product is unavailable, we may offer store credit or another suitable resolution.

Return Shipping

For verified damaged, defective, or incorrect products reported within the required period, My Adorn UAE may arrange collection or bear reasonable return shipping costs.

For other approved returns or exchanges that are not caused by an error on our part, the customer may be responsible for return delivery charges.

Return instructions must be followed carefully. Products should not be sent back without first contacting our customer support team and receiving return instructions.

Order Cancellation

Orders may be cancelled only before dispatch.

Once an order has been packed, handed over to the courier, or dispatched, cancellation may no longer be possible.

If you wish to cancel an order, please contact us as soon as possible after placing it.

Cash on Delivery Orders

Customers placing Cash on Delivery orders are requested to ensure that:

· The delivery address is correct

· The provided mobile number is reachable

· Someone is available to receive the parcel

· The required COD amount is available at the time of delivery

Repeated refusal or non-acceptance of confirmed COD orders may result in Cash on Delivery being restricted for future purchases.

Important Note

Variations in colour may occur because of photography, lighting, screen settings, or device display differences. Minor colour differences alone may not necessarily qualify as a defective product.

For jewellery, slight variations in handcrafted finishes, stone placement, texture, or detailing may also occur depending on the nature of the product.