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MANISH JEWELLERS GROUP CO.

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Return Policy

Purchases from emperesse.ae comes with a risk free and no-frills return option. This is to make sure that you as a customer have the option open, in case for any reason you might want to return the particular product back to us. We offer you 30-days FREE return and refund/ exchange* policy with unmatched service satisfaction. Customers may kindly keep in mind the following procedures and terms and conditions for returning the items.

 

  • You may return the item within 30 days from the date of delivery. This means that the items must be delivered back and received by emperesse.ae on or before the 30th day from the date the item was received by the customer.
  • We appreciate that you understand that, normally in an arm’s length commercial transaction the need to return the item arise if (a) The product is different from the one ordered by the customer, (b) Product has any manufacturing defect or (c) the product is in a damaged condition or (e) the item is of a different size than the ordered one. If customer wants to return the item due to one of the above situation then the return will be absolutely free. However if you want to return the item due to any other reason we need to deduct the actual expenses as mentioned elsewhere in this policy before refund.
  • Please note that in case of damaged or defective item, you need to inform us within 7 days of the delivery and receipt by the customer.
  • You may kindly note that the free 30 days return option is not available for custom made and special order items. This is due to the fact that the item has been made especially for you and is not part of our normal inventory.
  • To be realistic and to be true to the offer, we need to deduct the actual shipping costs, credit card charges, any duties and taxes, special engraving or resizing charges if any applicable etc before refunding the amount to the customer after receipt of the returned item.
  • To protect the offer and to retain its credibility we have limited the return to one per customer for every block of twelve months.
  • Please note that for returned goods our responsibility starts from the point the goods are delivered back to our facilities and received by us.
  • For your protection, we advise you that you insure the package for the full amount of the invoice while sending back to us when applicable.

 

Process of Return

 

If the customer wants to return the item they may please contact us either at support@emperesse.ae or call us on +971 4 3808833. Alternatively you can contact us through the live chat as well. Kindly note that our office timings are :

Saturday to Thursday 10 AM to 10 PM Local UAE time (GMT/UTC + 4)

Friday 3 PM to 10 PM Local UAE time (GMT/UTC + 4)

We have a Friday/Saturday weekend

 

How To Prepare A Return.

 

  • Return Pass Code

    Customers may contact us as explained above and request for a RETURN PASS CODE. Our consultant will assist you by asking few details and will give you a Return Pass Code (RPC) which you need to mention in the return air waybill. This code is the reference number for you to follow up return transaction. Please keep in mind that in case of damage or defective items, it should be informed to us within 7 days from the date of delivery.

  • Requirement from customer

    Customer should retain the Copy of original invoice, tag should be unbroken in the case of jewelry product and the product should be in its original condition. Product should be unused to get approval of return. The original of certificate of appraisal/ diamond certificate and all other original documents must be enclosed while returning the item. Please note that the loss or third party international diamond certificate could result in a deduction of $200, because we may need to send the product back for re-certification.

  • Insurance of product

    Customer is responsible for insurance in case of return when applicable. We prefer FedEx for shipping but customer can select any reliable agency to ship the item back to us. Please note that our responsibility and custodial accountability of the returned product commences only after the safe receipt of the product by us.

    Address for return

    Emperesse Diamants FZCO

    Office #2025&2026, Building #2

    Gold & Diamond Park,

    Post Box :19376

    Dubai, UAE.

    Tel: +971 4 3808833, FAX + 971 4 3881167.

  • Once your returned item is received and accepted, your refund or new item will be processed shortly. Our customer service will review the returned item for any signs of wear, usage, damage, alteration or resizing (by a jeweller other than emperesse.ae). Once the customer service team inspects and approves the item, return or exchange is processed within 24 to 48 hours.
  • Please note that this return policy is only applicable to emperesse.ae online store and not prevailing in our physical retail stores.

 

 

• Emperesse.ae do not exchange products once sold.