Refund policy
We hope you love your Arc jewellery. If something isn't quite right, we accept returns of eligible items within 14 days of receiving your order.
To be eligible for a return, your item must be unworn, unused and in its original condition and packaging. You will also need your order confirmation or proof of purchase.
To request a return, please contact us at hello@arcjewellery.ae with your order number and the item you would like to return.
Please do not send an item back before contacting us. Returns sent without prior approval may not be accepted.
RETURN SHIPPING
Unless your item is faulty, damaged or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping service, as we cannot be responsible for returned items that are lost in transit.
Original shipping charges are non-refundable, except where required by applicable law or where the item received was faulty, damaged or incorrect.
PERSONALISED & ENGRAVED JEWELLERY
Because personalised and engraved pieces are made especially for you, they cannot be returned or exchanged due to a change of mind.
Please check all initials, names, dates and other personalisation details carefully before placing your order.
If your personalised item arrives faulty, damaged, incorrectly made or does not match the personalisation details submitted with your order, please contact us and we will make it right.
Nothing in this policy limits any rights you may have under applicable consumer-protection law.
DAMAGES & ISSUES
Please inspect your order when it arrives.
If your jewellery is defective, damaged or you receive the wrong item, please contact us as soon as possible at hello@arcjewellery.ae, including your order number and photographs where possible.
We will review the issue and arrange an appropriate solution.
NATURAL GEMSTONES
Arc jewellery may feature natural gemstones. Variations in colour, tone, clarity, markings and appearance are natural characteristics of these stones and make each piece unique.
These natural variations are not considered defects and are not, by themselves, grounds for a faulty-item claim.
EXCHANGES
We do not currently offer direct exchanges.
If you would like a different eligible item, you can return your original item in accordance with this policy and place a new order separately.
SALE ITEMS
Unless otherwise stated, sale items may be returned under the same conditions as other non-personalised items.
Items specifically marked Final Sale cannot be returned for change of mind, subject always to your applicable consumer rights.
EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL
If your order is delivered to a country where a statutory right of withdrawal applies, including eligible purchases delivered within the European Union, you may have additional cancellation or return rights under applicable consumer law.
These statutory rights may be subject to exceptions, including for goods made to your specifications or clearly personalised.
Nothing in this policy limits any mandatory consumer rights applicable to your purchase.
REFUNDS
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for us to process an approved refund. Your bank or card provider may require additional time for the funds to appear in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at hello@arcjewellery.ae.
CONTACT US
If you have any questions about a return, refund or your order, please contact: