Widerrufsrecht

Return, Exchange and Order Cancellation Policy

This policy applies to all purchases and orders placed with Dubai Jewellery GmbH, whether in-store, online or through direct communication. Mandatory rights under Swiss law remain reserved.

1. Returns and Exchanges

To maintain the highest standards of quality, hygiene and product integrity, Dubai Jewellery GmbH does not accept returns or exchanges due to a change of mind, an incorrect personal selection or similar reasons.

All sales are final once the purchase has been completed, unless otherwise agreed by us in writing or required by mandatory Swiss law.

Customers must carefully inspect each item and confirm the design, size, material, gold purity, gemstone specifications and price before completing the purchase. Our team is available to provide advice and detailed product information before the purchase is finalised.

2. Custom-Made and Size-Specific Jewellery

The following items are individually prepared for the customer and cannot normally be resold:

• Custom-made or specially ordered jewellery;

• Engraved or personalised items;

• Resized, altered or modified jewellery;

• Jewellery manufactured according to customer-provided measurements or specifications; and

• Products specially sourced from a supplier for the customer.

These items are final, non-returnable, non-exchangeable and non-refundable after completion or delivery, except in the case of a verified defect or an incorrect item supplied by Dubai Jewellery GmbH.

3. Piercing Jewellery and Hygiene Items

For hygiene and safety reasons, piercing jewellery cannot be returned or exchanged once its sealed packaging has been opened or the item has been worn or handled for fitting.

This restriction does not apply to verified manufacturing defects or items incorrectly supplied by Dubai Jewellery GmbH.

4. 3D Design Confirmation and Production Approval

For regular and custom-made orders that require manufacturing, alteration or personalisation, Dubai Jewellery GmbH will provide the customer with a 3D model, CAD rendering, drawing or other design preview before sending the order to production.

The customer is responsible for carefully reviewing and confirming all relevant details, including:

• The overall design and proportions;

• The jewellery or ring size;

• Measurements and dimensions;

• Gold colour and purity;

• Stone shape, size and position;

• Engraving and personalised details; and

• Any other agreed specifications.

The customer’s approval by email, WhatsApp, electronic message or signed document constitutes final confirmation of the design and authorisation for Dubai Jewellery GmbH to begin production.

Once the customer has approved the design, the order will be sent to production. After manufacturing has started, the production process cannot ordinarily be paused, stopped, changed or cancelled.

Any changes requested after design approval may not be possible. If Dubai Jewellery GmbH agrees to a requested change, additional design and production costs may apply, and the expected delivery date may be extended.

If the customer withdraws after approving the design or after production has started, the customer remains responsible for the work performed and the losses caused by the withdrawal. Depending on the production stage, up to the full agreed order price may remain payable.

The 3D model or design preview is a digital representation of the proposed jewellery. Minor variations may occur during casting, stone setting, polishing and manual finishing or because of the natural characteristics of precious metals and gemstones.

Such minor variations are not considered defects, provided that the finished item substantially corresponds to the approved design and agreed specifications.

5. Order Cancellation

An order becomes binding once it has been accepted and confirmed by Dubai Jewellery GmbH.

A cancellation requested before design work, material procurement, supplier commitments or production has begun may be accepted at our discretion. Any cancellation must be approved by Dubai Jewellery GmbH in writing.

Once we have started processing the order—including ordering or reserving materials, fixing the gold rate, preparing a 3D design, beginning production, engraving, resizing, personalising, modifying or commissioning the item from a supplier—the order cannot be cancelled free of charge.

If the customer withdraws after work or related commitments have begun, the customer must, to the extent permitted by Swiss law:

• Pay for all work already completed;

• Cover non-recoverable material and supplier costs;

• Cover 3D-design and production-preparation costs;

• Cover losses arising from fixing the gold price or other price commitments;

• Cover reasonable administrative and cancellation costs; and

• Compensate Dubai Jewellery GmbH for the remaining loss caused by the cancellation, less any costs saved because the work was discontinued.

Depending on the production stage, up to the full agreed order price may remain payable.

6. Deposits and Advance Payments

Deposits and advance payments are applied toward the amounts due for design work, manufacturing, materials ordered and losses resulting from a customer cancellation.

Deposits and advance payments are non-refundable to the extent that they cover these amounts.

If the amount legally due exceeds the deposit or advance payment, the customer remains responsible for paying the outstanding balance. Any amount paid in excess of the properly calculated cancellation amount will be refunded.

A change in the market price of gold, precious metals, diamonds or gemstones after the order has been confirmed does not give the customer a right to cancel the order or request a refund.

7. Completed and Uncollected Orders

Once an order has been completed, it can no longer be cancelled. The full outstanding balance remains payable.

Failure or refusal to collect a completed order does not cancel the purchase agreement and does not create a right to a refund.

8. Defective, Incorrect or Damaged Items

Purchases and Collections from Our Store

Customers who purchase or collect jewellery from our store must carefully inspect the item in the presence of our staff before leaving the premises.

The customer must check, where applicable:

• The jewellery’s general condition;

• The approved design and specifications;

• The size and measurements;

• The stone settings;

• The clasp, lock or other moving parts;

• The engraving or personalisation; and

• Any visible scratches, damage or other irregularities.

By accepting the item and leaving the store, the customer confirms that the jewellery has been inspected, is free from visible defects and corresponds to the confirmed order.

A complaint concerning a visible issue that could reasonably have been identified during the in-store inspection may be rejected if it is only reported after the customer has left the store.

This does not apply to a hidden manufacturing defect that could not reasonably have been discovered during a normal in-store inspection. Hidden defects must be reported to Dubai Jewellery GmbH immediately after they are discovered.

Orders Delivered by Post

Customers must inspect postal deliveries immediately upon receipt.

Any incorrect item, visible damage, missing item or damaged packaging must be reported to Dubai Jewellery GmbH in writing without delay, preferably within 24 hours of delivery.

The customer must:

• Keep the item unused and unaltered;

• Retain all original packaging;

• Take clear photographs of the item and packaging;

• Take photographs of any visible damage to the parcel; and

• Provide the order number and proof of delivery.

If no complaint is made without delay, the delivery may be considered accepted regarding defects that would have been visible during a reasonable inspection.

A hidden manufacturing defect that was not visible during the initial inspection must be reported immediately after it is discovered.

Transport Damage and Insured Shipments

If a parcel arrives damaged, the customer must notify Dubai Jewellery GmbH and the postal or delivery company immediately. The packaging and jewellery must be preserved for inspection.

Where Dubai Jewellery GmbH arranged an insured shipment, any transport claim will be handled according to the applicable shipping insurance. The customer must provide all required photographs, documents and cooperation for the insurance claim.

The customer must not wear, alter or repair an allegedly damaged item before the assessment has been completed.

Damage After Handover or Delivery

Once the jewellery has been inspected and accepted in our store, or delivered without reported transport damage, the customer is responsible for subsequent accidental damage, loss or theft.

Damage caused after handover or delivery—including damage caused by impact, dropping, pulling, improper handling, exposure to chemicals, normal wear and tear or unauthorised alterations or repairs—is not considered a manufacturing defect.

If the jewellery is insured, the customer must submit a claim to their own jewellery, household or other applicable insurance provider for accidental damage, loss or theft occurring after handover or delivery.

Dubai Jewellery GmbH may inspect the jewellery and, where possible, offer a repair at the customer’s expense.

Verified Defects or Incorrect Items

This policy does not exclude claims relating to:

• A verified manufacturing defect;

• An incorrect item supplied by Dubai Jewellery GmbH; or

• An item that does not substantially correspond to the approved design or expressly agreed specifications.

Dubai Jewellery GmbH reserves the right to inspect the jewellery before determining whether the issue is a manufacturing defect, transport damage or damage occurring after handover.

If a defect or incorrect delivery is confirmed, the appropriate remedy will be provided according to our warranty terms and applicable Swiss law.

Natural variations in colour, structure, weight or appearance that are typical of precious metals, gemstones and handmade jewellery are not considered defects, provided that the item complies with the approved design and agreed specifications.

9. Applicable Law

This policy is governed by Swiss law.

Nothing in this policy limits any rights that cannot legally be excluded, including applicable rights relating to defective goods or statutory withdrawal rights for certain door-to-door or telephone contracts.