Returns & Exchanges Policy

Jewelry Section – Salmiya Branch (Kuwait)

At Sarheed Jewels, we are committed to ensuring complete customer satisfaction with every purchase. In accordance with the Jewelry Business Return & Exchange Regulations issued by the Ministry of Commerce – State of Kuwait, jewelry items purchased from our Salmiya Branch are eligible for return or exchange within 24 hours from the date of purchase, subject to the conditions outlined below.

General Gifts Section – Mubarakiya Office (Kuwait)

For local customers in Kuwait, items purchased from our General Gifts Section at the Mubarakiya Office may be returned or exchanged within 15 days from the date of purchase, subject to eligibility conditions.

Non-Returnable & Non-Exchangeable Items

Returns or exchanges are not accepted for custom-made or special-request items, including but not limited to:

Custom-engraved items of any kind
Specially cut or faceted stones made to order
Items that have been resized, altered, or otherwise modified in our workshop

This policy reflects our commitment to providing every customer with authentic, brand-new products. We do not resell items that have been previously handled, worn, customized, or altered in any manner.

Transparency & Customer Assurance

To maintain transparency and build trust, we provide:

High-resolution photographs and videos accurately displaying each item’s size, shape, and appearance
Detailed specifications, including weight, origin, and mineral characteristics
An official company receipt that precisely matches the item details as presented on our website

If you have any questions or concerns regarding your order, our customer support team is always available to assist you. Your confidence in our craftsmanship, authenticity, and service remains our highest priority.

Return & Exchange Conditions

A valid purchase receipt, along with the original buyer’s Civil ID and personal presence, is required for all returns or exchanges.
Items must be unused, unworn, undamaged, and returned in their original packaging, with all tags intact and unaltered.
All returns and exchanges must be processed exclusively at our showrooms.

Refund Method & Processing Time

In the case of an approved return, refunds will be issued through the same payment method used for the original purchase:

Payments made by credit or debit card will be refunded to the same card

Please note that refund processing times may vary and typically take 5 to 15 business days, depending on the customer’s bank.

Return & Exchange Policy – International Customers

We are pleased to offer refunds or exchanges in accordance with the terms outlined below.

Non-Returnable & Non-Exchangeable Items

Custom-engraved items and any products that have been customized, resized, altered, or modified in our workshop are strictly non-returnable and non-exchangeable. To ensure full transparency, each item is carefully photographed and recorded on video, with all specifications clearly disclosed prior to sale.

Notification Requirement

If you experience any issue with your order, please notify us within 24 hours of delivery by phone or email. All return or exchange requests must be accompanied by the original bill of sale.

Exchanges & Refunds

Exchanges apply to the merchandise value only
Shipping, insurance, customs duties, taxes, and VAT are non-refundable
Customers are responsible for all return shipping and insurance costs

Return Shipping Conditions

Be securely packed in the same manner as originally received
Be shipped using the same courier service
Carry equivalent insurance coverage if insured during outbound shipment

Once the item is received and inspected in perfect, original condition, a refund or credit will be processed to the same bank card used for the original payment. Please note that refund processing times may vary and typically take 10 to 30 business days, depending on the customer’s bank.

Return Conditions

Items must be unused, unworn, undamaged, and returned in their original packaging
All tags must remain intact and unaltered
Refunds are issued only after successful inspection

Shipping – International Orders

International shipping fees are calculated by weight and displayed at checkout
We ship via express courier services to ensure secure and efficient delivery
Order processing time: 2–5 working days
Estimated delivery time: 3–12 days, depending on destination and global conditions

Customs, Duties & Taxes

All customs duties, clearance fees, taxes, VAT, or any additional charges imposed by the destination country are the sole responsibility of the customer. These charges are not included in the purchase price and must be paid directly to the relevant authorities upon delivery.

Contact Us

Phone: +965 9901 2060

Email: info@sarheed.com

WhatsApp: wa.me/96599012060