Refund policy

Return & Refund Policy

Last Updated: August 13, 2026

At Al Marjaan Jewellers, we carefully inspect and pack every order before dispatch. We accept returns and provide refunds only in cases where the product is received damaged, defective, or incorrect, subject to the conditions below.

1. Unboxing Video Is Mandatory

A complete, continuous video of the parcel opening and unboxing is mandatory for any return or refund claim.

The video must clearly show:

  • The sealed parcel before opening.
  • The courier packaging and shipping label.
  • The complete opening of the parcel.
  • The jewellery/product being removed from the package.
  • The condition of the product immediately after opening.

Without a clear and continuous unboxing video, we will not be able to accept or process a return or refund claim.

Photos alone will not be accepted as sufficient proof.

2. Damaged or Defective Product

If your jewellery arrives damaged or defective, please contact us as soon as possible and provide the required unboxing video as proof.

After reviewing the evidence, if the damage is confirmed to have occurred before or during delivery, you may be eligible for a refund.

3. Incorrect Product

If you receive a product different from the one you ordered, please contact us within 5 days of receiving your order and provide the complete unboxing video.

After verification, we may arrange a return and replacement or refund, depending on the circumstances.

4. Return Timeframe

You must contact us and submit your return claim within 5 days of receiving your order.

Claims submitted after 5 days may not be accepted.

5. Non-Returnable Situations

Returns and refunds will generally not be accepted for:

  • Change of mind.
  • Personal preference.
  • Incorrect product selection by the customer.
  • Minor differences in colour caused by screen settings or photography.
  • Damage caused after receiving or using the product.
  • Improper handling or jewellery care.
  • Normal wear and tear.
  • Tarnishing or fading resulting from exposure to water, perfume, chemicals, sweat, or improper storage.
  • Any claim without the required parcel opening and unboxing video.

6. Refund Process

Once we receive and verify your claim, we will inform you whether it has been approved.

If the claim is approved, the applicable refund will be processed using the refund method communicated by Al Marjaan Jewellers.

Refund processing time may vary depending on the payment method and financial institution.

For Cash on Delivery orders, we will contact the customer to arrange the appropriate refund method.

7. Return Shipping

If a return is approved because the product was received damaged, defective, or incorrect, we will provide instructions regarding the return shipment.

Do not send a product back without contacting us and receiving return instructions first.

8. Contact Us

To report a damaged, defective, or incorrect order, contact us within 5 days of delivery:

Al Marjaan Jewellers
Pakistan

WhatsApp: 031777 25496 
Email: almarjaanjewellers@gmail.com
Phone: 03177725494, 03177725496

Important: Please keep your parcel, packaging, product, and complete unboxing video until your claim has been reviewed and resolved.