• Exchange Policy - Any order that has been shipped, falls within an Exchange category and is within the 48 hours limit from the date of delivery, and can be requested for exchange. It can be requested for Exchange in its original condition only. AED 30/- exchange charges and AED 25/- for the item delivery charge will be applicable.
• Exchange Policy for Damaged Goods – This can be done at any time, AED 25 will be applicable for the collection charges along with the Exchange Charges for Damaged Goods As shown below.
  • Up to 2 Grams – 50 Dirhams
  • Between 2 – 5 Grams – 140 Dirhams
  • For items above 4 Grams, Please “Contact Us”
• Refund Policy –
  • Any order that has been shipped, falls within a returnable category and is within the 48 hours limit from the date of delivery, can be requested for return.
  • If you didn’t like our products after receiving from courier, you can return the items at the same time to our courier representative before he leaves and in its original condition (Delivery charge 25 dirham for each item will be applicable).
  • Any order that has been shipped, within the 48 hours limit from the date of delivery, can be requested for return in its original condition. AED 55/- is applicable for refund (25/- for the item delivery and 30/- for the refund charge. *If more than one item then 30 AED per item will be applicable.
  • If customer paid through credit/debit card on delivery, additional 7.25% of the refund order will be deducted from the refund amount.
  • NOTE: Sana Jewellers will not issue refund in cash. All the refunds will be issued in terms of online voucher which can be used within 90 days of the receipt.
  • The voucher can be used with any available items from our website only and not in store.
  • Tabby Orders – No return can be made on Tabby orders once the item has been delivered. If you want to cancel an order not yet shipped, 10% of the total amount will be deducted from the refund amount.
• Refund Policy for Damaged Goods – This can be done from the within 48 hours of the item being shipped. AED 25/- for the item delivery and AED 25/- for the item collection charge will be applicable along with damage refund charges of the item as shown below.
  • Up to 2 Grams – 50 Dirhams
  • Between 2 – 5 Grams – 140 Dirhams
  • For items above 4 Grams, Please “Contact Us”

Cancellation Policy: We believe that customer satisfaction is the major priority, if a customer wants to cancel the order please check the below scenarios:

• Customer can cancel their order within 2 hours and refunds will be made back to the payment solution used initially by the customer.
• Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit/debit card.
  • Cash on Delivery –
    • There are no charges if the customer contacts us before the items have been shipped.
    • If the customer wants to cancel the order at the time of delivery, customer has to bare the AED 25 as shipment charge even if the product they ordered had free shipping.
  • Payment Via Debit/Credit Card –
    • If the customer has requested to cancel the order before Shipping via Call / Email. We don’t charge the customer any extra amount, but if the credit card company charges for any transaction charges Sana Jewellers or any of our team member directly or indirectly linked are not responsible for it.
    • If the customer has requested to cancel the order while delivery. We charge the customer for AED 25 as a Shipment charge same is applied in case of free shipment orders, also if the credit card company charges for any transaction charges Sana Jewellers or any our team member directly or indirectly linked are not responsible for it.
  • Note: Good once sold / Accepted can’t be considered in above clauses. Generally, the manufacturer’s limited warranty will only cover the product for manufacturing defects and will not cover any physical damage to the product from misuse, dropping, any damage, etc.

Order Policy:

• Sana Jewellers has the right to cancel any order for any reason. (Reasons can be out of stock, remote area, wrong contact number, wrong address, etc…)
• We don’t keep any order pending for more the 3 working days, after that we will manually cancel the order.