Last updated: 8 October 2026
We check every piece before it leaves us and pack it with care. This policy explains what happens if you need to cancel an order, or if something is not right when it arrives. It forms part of our Terms of Use and Sale and does not affect your rights under UAE consumer protection law.
1. Cancelling an order
You can cancel free of charge at any time before your order is dispatched. Write to cs@silvazar.com with your order number as soon as possible. If the order has not left us, we cancel it and refund the full amount, including delivery.
Once an order has been dispatched it can no longer be cancelled. If you refuse the parcel on delivery without a valid reason, we refund the price of the pieces once the parcel is back with us, less the original delivery charge and the cost of returning it to us.
We may also cancel an order before dispatch in the cases set out in section 4 of our Terms. In that case you always receive a full refund.
2. Change of mind
We do not accept returns or offer refunds because you have changed your mind, chosen the wrong size or no longer want a piece. Please read the description, measurements and photos carefully before ordering, and write to cs@silvazar.com if you have any question. We are happy to help you choose.
This does not apply to faulty, damaged or wrong items. Those are covered below.
3. Wrong, damaged or faulty items
Wrong item or damaged in delivery. If you receive a piece you did not order, or the piece or its packaging is damaged when it arrives, tell us within 48 hours of delivery. Write to cs@silvazar.com with your order number and clear photos of the parcel, the packaging and the piece. Please keep everything, including the box, pouch and tags, until we have replied.
Faulty item. If a piece develops a manufacturing fault within 12 months of delivery, it is covered by our warranty (section 5).
How we check a claim. We do not refund, replace or repair a piece on the strength of photos alone.
- You send the piece back to us with its box, pouch and tags, using the collection we arrange.
- Every piece is weighed and photographed before it leaves us. We compare the returned piece with these records to confirm that it is the piece we sent you.
- Our jewellers examine the piece to find the cause of the problem. We tell you the result within 7 working days of receiving it.
- If the cause is a defect in materials or workmanship, or damage in delivery, we put it right as set out below.
- If the cause is wear, an accident, misuse or anything else our warranty does not cover (section 5), there is no refund or replacement. We send the piece back to you and can offer you a paid repair.
- We do not accept a piece that does not match our dispatch records, or that has been altered, resized, repaired or re-plated by anyone other than Silvazar.
If you disagree with our finding, you can have the piece assessed by an independent jeweller or assay office in the UAE that we both accept. If the assessment confirms a defect, we refund its cost to you and put the problem right.
Putting it right. Once we have confirmed a defect or damage in delivery, you choose how we put it right:
- a replacement with the same piece, if we have it in stock;
- a free repair; or
- a refund of the price you paid for that piece, as shown on your invoice.
A refund is always the amount in UAE dirhams that you paid for the piece, and never more, whatever has happened to the price of silver or gold since you bought it.
When we confirm a claim, we pay for sending the piece back to us and for sending the replacement or repaired piece to you. If we do not confirm it, you pay for sending the piece back to you.
4. Delivery
Your parcel travels at our risk until it is delivered to you. If it is lost or damaged in transit, we put it right as set out in section 3.
5. Our 12-month warranty
Every piece is covered for 12 months from the date of delivery against defects in materials and workmanship, for example:
- a clasp, jump ring or soldered joint that fails;
- a stone that falls out of its setting;
- a chain link that breaks under normal wear.
The warranty does not cover:
- normal wear, scratches and dents from everyday use;
- the natural darkening of silver, which can be cleaned;
- gradual thinning of gold plating through wear, or plating damaged by perfume, chemicals, chlorine, sea water or polishing;
- damage from accidents, misuse or not following the care advice;
- pieces that have been repaired, resized, re-plated or altered by anyone other than Silvazar;
- loss or theft.
To claim, write to cs@silvazar.com with your order number, a short description and photos. Please keep your order confirmation or invoice, as we need it as proof of purchase. If a repair takes more than 7 days, we will discuss with you a suitable alternative while you wait, as UAE law provides.
6. Exceptions
Made-to-order pieces, which we make, resize or engrave for you, cannot be cancelled once we have started work on them, except where the piece is faulty or not what you ordered.
7. Refunds
Once we have approved a refund, we process it within 7 working days. Refunds are always made in UAE dirhams to the card used for the order. Your bank may then take 5 to 10 working days to show the money in your account. We cannot refund to a different card, account or person.
We refund the original delivery charge when the whole order is cancelled before dispatch, or when we have sent the wrong item or a faulty or damaged item. Import VAT or customs duties charged by the destination country are paid to that country’s authorities, and we cannot refund them. You may be able to reclaim them from the customs authority.
8. Contact
For any cancellation, return or warranty question, write to cs@silvazar.com with your order number. We reply within 2 working days.