RETURN & CANCELLATION POLICY
Authenticity Guarantee
JWLZ takes immense pride in offering only authentic, high-quality products to our valued customers. All diamonds sold come with a GIA (Gemological Institute of America) certificate to prove their authenticity and conflict free status. Our fine jewellery is made of real gold and adorned with authentic diamonds and fancy stones. All Hermes bags come with their original authenticity markings and other relevant measures to verify their genuineness.
Returns Due to Inauthenticity
In the highly unlikely event that you receive a product that you suspect is not authentic, JWLZ commits to a thorough investigation and offers a full refund upon verification.
Steps to Follow:
1. Contact Customer Service: Notify our Customer Service team immediately at sales@jwlz.me or +971585274884. Please provide your order number and details about the product in question.
2. Submit Proof: You will be required to send a professional report or document that substantiates the claim of inauthenticity. This can include:
o A GIA report showing discrepancies for diamonds
o A report from a certified jeweller / appraiser of Fine jewellery
o An authenticity report from a recognized Hermes expert for Hermes bags
3. Product Return: Once your claim has been initially verified, you will be provided with instructions for returning the product to JWLZ.
4. Supplier Verification: Upon receiving the returned item and the authenticity report, we will then take the product back to our suppliers for a final round of verification.
5. Refund Process: Once the inauthenticity is confirmed by our suppliers, a full refund will be initiated to the original payment method used during purchase.
Timeframe
All claims must be made within 7 days of receipt of the product. Any claims after this period will not be entertained.
Limitations and Exceptions
• Any product that has been altered or damaged will not be eligible for return under this policy.
• Shipping costs for returned products will be borne by the customer unless the product is confirmed to be inauthentic.
Returns for Personal Preferences
If you decide to return a product within 7 days of receipt because it does not meet your expectations or for reasons unrelated to product defects or inaccuracies, a 20% administration fee will be applied to your refund. This fee covers administrative costs. To initiate this type of return, please contact our Customer Service team within the 7-day period for further instructions. After the 7-day window, such returns will not be accepted.
CANCELLATION POLICY
We understand that plans may change, and we strive to accommodate our customers whenever possible. Our Cancellation Policy has been created to be as flexible as possible while allowing us to maintain our commitment to quality and customer service. Please read the following carefully to understand how cancellations are handled at JWLZ.
Timeframes for Cancellation
Standard Orders:
1. Within 24 Hours: Cancellations made within 24 hours of placing an order will be eligible for a full refund.
2. After 24 Hours: Cancellations made after the initial 24-hour period but before the item has been shipped may incur a 20% administration fee.
3. After Shipping: Once an item has been shipped, we are unable to cancel the order. You may refer to our Return Policy for further instructions.
Custom Orders:
For custom orders, such as personalized or made-to-order items, cancellations will be handled on a case-by-case basis and may incur additional charges depending on the stage of production.
Process for Cancellation
1. Contact Customer Service: If you wish to cancel an order, please reach out as soon as possible via email at sales@jwlz.me or by phone at +971585274884.
2. Confirmation: Upon receiving your request, we will verify the status of your order and inform you of any applicable charges.
3. Refund: If your cancellation is approved, the refund, minus any applicable fees, will be processed to your original payment method. Process times may vary.
Exceptions
• Sale items are not eligible for cancellation after the order is confirmed.
• Items that have already been shipped cannot be canceled but can be returned according to our Return Policy.
Additional Information
Please note that the time it takes for the refund to reflect in your account may vary depending on your bank's processing time.
Contact Us
For questions regarding this Privacy Policy, you may contact us at:
Email: sales@jwlz.me
Phone: +971585274884
Thank you for choosing JWLZ. We are committed to protecting your privacy and providing a secure shopping experience.