Refund policy

ONLINE ORDERS REFUND & EXCHANGES:

To qualify for a refund, all Charmaleena Jewellery purchased pieces must be returned to us within 7 days of the order delivery date under the following conditions:

Conditions for Return & Exchanges:

• The jewellery piece can be refunded or exchanged within seven (7) days of the purchase date, provided the piece is unused, in its original condition, and accompanied by the original invoice.
• Charmaleena pieces must be returned in their original packaging (box and shopping bags), along with the authenticity card.
• You must provide the online order confirmation receipt.
• We reserve the right to refuse a refund or exchange if the item shows signs of wear, has been damaged after delivery, or is missing any original components.
• Only one exchange is allowed per invoice.
• Custom-made or specially requested designs are not eligible for refund, return, or exchange. (See “Special Orders” section below.)
• The original shipping fee is non-refundable.

Exchange & Return Process

• You may contact us by email at info@charmaleena.com, WhatsApp at +966565659727, providing your name and your online order number, and we will send you a confirmation of your exchange or return request.
• Once the exchange or return is approved,
• Saudi Returns will send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging, and authenticity card.
• Rest Of The World - We will send a payment link for the return shipping cost. Once the payment is received, we will proceed to send you the return shipping label and arrange for the courier to collect the Jewellery, brand packaging, and authenticity card.
• When returned pieces are received, they are submitted to Charmaleena quality control. In the event of an exchange, we will send you an updated order confirmation and the courier label for the item that was exchanged.

 Refund Process:

• Refunds will be issued only after the item has passed quality inspection.
•  Payment will be refunded using the same method as the original transaction.
• Please note: Refunds may take several business days to appear on your statement depending on your card provider. Charmaleena is not liable for any delay caused by your bank.

ONLINE ORDERS EXCHANGE & REFUND POLICY:

In the unlikely event that any jewellery piece you have ordered from charmaleena is not received in good condition, is damaged or defective, or if the merchandise delivered is different from what you had ordered, you may exchange/return the merchandise if it is unused, and in the same condition as you received it, in its original packaging along with original tags, for an exchange/refund.This exchange is permitted, provided the jewellery is in its original condition. Only one such exchange will be permitted against an invoice.

Before accepting delivery of the product/s, please ensure that the packaging has not been damaged or tampered with. If you believe that the merchandise is not in good condition, or if the packaging is tampered with or damaged, before accepting delivery of the goods, please refuse to take delivery of the package, and call our helpdesk at +966565659727 (10:00 am to 5:00 pm Saudi Time - GMT + 0300 hrs) or emailing info@charmaleena.com , mentioning your order reference number. We shall do our best to ensure that a replacement delivery is made to you at the earliest. If you have accepted the delivery and then realized that the package is damaged, please feel free to get in touch with us within 1 day of receiving the package. We shall not entertain any request beyond 3 days post the invoice date.

Payment will be refunded to the customer through the same payment mode. For e.g., if a customer has ordered through a credit card, the cancellation amount will be credited back to the same account. Please note that we shall not be responsible for any delays in credit to the Cardholder's credit card account as it's managed by the Cardholder's issuing bank.

After sale policy:

• Our Customer are kindly asked to carefully read and apply the care guidelines to ensure the longevity of their exceptional Charmaleena products.
• Repair costs may apply depending on the condition of the piece and the cause of damage.
• In case of damage, we recommended to bring the item back to our store for further evaluation and potential repair in our dedicated workshop.
• These repairs could be the customer charge, depending on the outcome of the products evaluation, or any product’s misuse.
• The repair procedure may take a several weeks depending of the type of repair, The client will be informed about the repair lead time. 

Deposit:

A deposit can be recovered by the customer in the following cases only:

• Unavailability of item after the deposit is paid.
• Deposit for any custom-made jewellery upon request are non-refundable

Special Orders and Custom-Made Pieces:

• A 100% upfront payment is required for any custom or special order, including but not limited to personalization (e.g., names, initials, photos, or specific design changes).
• All custom-made and personalized items are strictly non-refundable and non-exchangeable. This includes items that:
•  Contain customer-provided images, engravings, or initials
• Are made in a custom size or with custom material
•  Are not part of our regular stock offering
• Once production has started, no changes, cancellations, or refunds will be accepted.
•  If the customer has viewed a piece in-store and requested a variation (such as different size, stone, or personalization), that will be considered a custom order and the same non-returnable policy applies.
• Delivery timelines for custom pieces are estimates and subject to changebased on manufacturing lead times and shipping conditions.
• Charmaleena reserves the right to reject returns or exchange requests for any custom or modified item, even if the piece is similar to in-store stock.

Design Previews & Image-Based Customization:

• Any design previews, or renderings sent prior to production are for visual reference only.These are digital representations and do not reflect exact colors, proportions, or final finishes.Slight variations may occur in the final product due to the nature of handcrafted fine jewelry.
• Photo pendants and engraving designs are subject to limitations based on the image provided by the client. Charmaleena uses the highest-quality technology and techniques available, but final outcomes depend on the clarity, contrast, and resolution of the submitted image.
• Customers are strongly encouraged to view sample pieces in-store before placing a photo or engraving order — especially for picture pendants — to understand the quality, size, and expected outcome.
• By confirming a custom order, you acknowledge that:
• Design previews are approximations, not exact replicas.
• The final product may differ slightly in finish, placement, or tone.
• Charmaleena is not responsible for dissatisfaction resulting from poor image quality or misunderstandings of the preview design.