1. Can I return my jewellery for a refund or exchange?

Eligible IMSRA Diamond purchases may be returned within 7 days of
receipt for a refund or exchange, provided the jewellery is:
• Unworn and in its original condition
• Free from damage or signs of use
• Returned with the original packaging, documentation and
accompanying paperwork
• Returned within the applicable return period
Certain products, including bespoke, personalised and individually
designed jewellery, may have different return or exchange conditions.
For hygiene and safety reasons, earrings may be excluded from our
standard returns policy.
Please refer to our full Returns & Refund Policy for the complete terms and
conditions. Your rights under applicable UAE consumer protection laws
remain unaffected.

2. How do I return my jewellery?

Before returning an item, please contact the IMSRA Diamond team so that
we can guide you through the return process.
For valuable jewellery, we strongly recommend returning the item
personally or through a secure, fully insured delivery service with
tracking and proof of delivery.
Please retain your postage or courier receipt until your return has been
received and confirmed by IMSRA Diamond.
Unless otherwise agreed or required by applicable law, return shipping
costs are the responsibility of the customer.

3. What condition must the jewellery be in to qualify for a return?

To be eligible for a standard return, jewellery must be returned in the same
condition in which it was received.
The item should be unworn, undamaged and accompanied by its original
packaging, certificates, documentation, tags and any other materials
supplied with the purchase.
Items that have been worn, altered, damaged or modified after purchase
may not qualify for a refund or exchange.

4. Can I return a bespoke or personalised jewellery piece?

Bespoke and personalised jewellery is created specifically according to your
requirements and may therefore be subject to different return,
cancellation or exchange conditions.
Before production begins, we will confirm the applicable terms for your
bespoke order.
We recommend reviewing these conditions carefully before approving the
final design.

5. Can I cancel my order after placing it?

Cancellation depends on the stage of your order.
If your jewellery has not yet entered production or been dispatched, please
contact us as soon as possible and we will advise whether cancellation is
possible.
For bespoke or personalised jewellery, cancellation may not be possible once
production has commenced.
If your order has already been dispatched, you may still be able to return it
in accordance with our applicable Returns & Refund Policy.

6. What if my order has already been delivered and I change my mind?

If your purchase is eligible for return, you can request a return within the
applicable 7-day return period, provided the jewellery meets our return
requirements.
The item must be unworn and returned in its original condition with all
packaging, documentation and accompanying materials.
Please contact us before sending the item back so that we can provide the
appropriate return instructions.

7. How will my refund be processed?

Once your returned jewellery has been received and inspected, we will
confirm whether it meets the requirements of our Returns & Refund Policy.
Where a refund is approved, it will normally be processed using the original
payment method, subject to the applicable payment provider and our
terms.
The time taken for the funds to appear in your account may vary depending
on your bank or payment provider.

8. Can I exchange my jewellery instead of receiving a refund?

Where an item is eligible for exchange, we may offer an alternative jewellery
piece in accordance with our applicable terms.
For bespoke, personalised or specially commissioned jewellery, different
exchange conditions may apply.
If you are considering an exchange, please contact our team before
returning your jewellery so we can discuss the available options.

9. What happens if my jewellery is damaged or altered after purchase?

Jewellery returned for a standard refund or exchange must be in its original
condition.
Items that have been worn, resized, repaired, altered or modified by a
third party may not qualify for a standard return.
If you believe your jewellery has a manufacturing or workmanship issue,
please contact us separately so that our team can assess the item under the
applicable IMSRA Diamond Warranty.

10. What should I do if my jewellery arrives damaged?

Please contact IMSRA Diamond as soon as possible if your jewellery appears
damaged when you receive it.
Do not wear or attempt to repair the item. Keep the jewellery, packaging and
delivery materials in their original condition and contact our team so that we
can advise you on the next steps.

11. Where can I find the full Returns & Refund Policy?

This FAQ provides a general overview of our returns process.
For complete information regarding eligible products, exclusions,
cancellation, refunds, exchanges, bespoke jewellery and applicable
timelines, please refer to the full IMSRA Diamond Returns & Refund
Policy.
In the event of any difference between this FAQ and the formal policy, the
terms of the applicable policy will apply.