Refund policy

Last Updated: 1 June 2026

At Dar Suad, many pieces are handcrafted and one-of-a-kind. Due to their handmade nature, returns and refunds are accepted only under the circumstances outlined below.

1. Eligibility for Return and Refund

A return or refund may be requested when:

  • The item arrives damaged or defective.
  • The item received does not match the item ordered.
  • The request is submitted within 7 days of delivery.
  • Clear photos of the issue are provided for review.

Customers should inspect their order promptly upon delivery and contact Dar Suad within 7 days if they believe an item is damaged, defective, or incorrect.

Dar Suad may request additional information where reasonably necessary to assess the claim.

All requests are reviewed to verify eligibility under this policy.

2. Non-Returnable Items

We do not accept returns, refunds, exchanges, or replacements for:

  • Change of mind or personal preference.
  • Incorrect orders placed by the customer.
  • Items showing signs of wear, use, damage, or alteration after delivery.
  • Damage resulting from improper handling, storage, exposure to water, perfumes, oils, chemicals, or other external factors after delivery.
  • Earrings, for hygiene reasons, unless received damaged, defective, or different from the item ordered.
  • Minor variations in color appearance resulting from screen settings, device displays, lighting conditions, or photography.
  • Natural wear over time, including oxidation, fading, or surface marks caused by normal use or exposure.

3. How to Request a Return or Refund

To request a return or refund, please contact us through our Contact page and include:

  • Your order number.
  • A short description of the issue.
  • Clear photos showing the item and concern.
  • Packaging photos when relevant to shipping damage.

We aim to respond within 1–3 business days.

Additional photographs or information may be requested where necessary to review a claim.

Items subject to a return or refund request should not be used after the issue is discovered, except where reasonably necessary to inspect the item and document the issue.

4. Refunds

Approved refunds are issued to the original payment method.

Please note:

  • Original shipping fees are non-refundable unless the order arrived damaged, defective, or did not match the item ordered.
  • Approved refunds will be processed within a reasonable period after the claim has been approved and any required return of the item has been completed.
  • After processing, the time for the funds to appear in your account depends on your payment provider or financial institution.

5. Resolution of Approved Claims

If a claim is approved, Dar Suad will determine the appropriate remedy based on the circumstances of the claim and applicable law. This may include a refund, return of the item where required, a replacement where appropriate, or another reasonable resolution.

6. Exchanges & Replacements

Dar Suad does not generally offer exchanges or replacements. Approved claims are resolved in accordance with this Return and Refund Policy.

7. Shipping & Delivery Issues

Customers are responsible for ensuring shipping details are entered correctly at checkout.

If a shipment is returned due to an incorrect address or failed delivery attempts, additional shipping charges may apply for re-shipping.

If a shipment appears delayed, lost, or marked as delivered but cannot be located, Dar Suad may need time to review tracking information and, where appropriate, complete a courier investigation before determining the appropriate resolution.

8. Repair Requests

Repair requests may occasionally be accepted depending on the nature of the piece and the type of damage.

Repair requests are reviewed on a case-by-case basis.

Any repair service offered remains entirely at Dar Suad's discretion.

9. Contact

For return, refund, or repair inquiries, please visit our Contact page for the latest contact information and support hours.

10. Product Representation & Handmade Nature of Products

Dar Suad specializes in one-of-a-kind and handmade pieces.

The first product image displayed in each listing is intended to represent the specific item being purchased. Customers are encouraged to review all photographs and product details before placing an order.

Handmade items may contain artistic variations, textures, brushstrokes, inclusions, surface characteristics, or other features visible in the first product image. Characteristics visible in the listing photographs form part of the item's appearance and design and are not considered defects.

11. Consumer Rights

Nothing in this policy limits any rights available to consumers under applicable UAE consumer protection laws.