Terms & Refunds

Last updated: 12 September 2026

These Terms & Refunds explain the conditions that apply when you visit ruqyjewelry.com or purchase from Ruqy Jewelry - F.Z.E. (“Ruqy,” “we,” “us,” or “our”). By using our website or placing an order, you agree to these terms.

Nothing in these terms limits any rights available to you under applicable consumer-protection law.

1. About Ruqy

Ruqy Jewelry - F.Z.E. is licensed by Ajman Free Zone Authority in the United Arab Emirates.

2. Using our website

You must be at least 18 years old, or have the involvement and permission of a parent or legal guardian, to place an order.

You agree not to misuse the website, interfere with its operation, attempt to gain unauthorised access, introduce malicious code, or use its content for an unlawful or unauthorised commercial purpose. We may suspend or restrict access where reasonably necessary to protect our customers, business, or website.

3. Products and natural variations

We make reasonable efforts to describe and display every piece accurately. Colours and proportions may appear differently depending on your screen, and product photographs may not represent exact scale.

Gemstones are natural materials. Variations in colour, tone, pattern, inclusions, and texture are part of their individual character and are not normally considered defects. Measurements and weights may vary slightly between pieces.

Availability is not guaranteed until we accept your order. We may correct genuine pricing, description, or availability errors before dispatch. If an error affects your order, we will contact you and offer the choice of proceeding with the corrected information or receiving a full refund.

4. Orders and acceptance

After placing an order, you will receive an acknowledgement email. This confirms that we received your order but does not necessarily mean it has been accepted. An order is accepted when we send a dispatch confirmation.

Before acceptance, we may decline or cancel an order because of unavailable stock, an obvious pricing error, payment or fraud concerns, delivery restrictions, or incorrect customer information. If payment has already been collected, it will be returned to the original payment method.

Please check your name, contact details, products, sizing, and delivery address before submitting your order.

5. Prices, payment, duties, and taxes

Prices are displayed in the currency selected or shown at checkout. Applicable product taxes and delivery charges will be presented before payment where they can be calculated.

For supported international destinations, estimated customs duties and import taxes may be calculated and collected at checkout and the order will be sent Delivered Duty Paid. Where advance collection is unavailable, the customer is responsible for duties, import taxes, brokerage fees, and similar destination charges collected by the courier or local authority.

Your bank or payment provider may charge currency-conversion or international-transaction fees. Ruqy does not control these charges.

6. Shipping and delivery

We offer delivery within the UAE and to supported international destinations. Available destinations, shipping methods, and charges are shown at checkout.

Estimated delivery times after dispatch are:

• UAE: 3–5 business days
• GCC countries: 3–5 business days
• Other international destinations: 5–10 business days

These are estimates, not guarantees. Weekends, public holidays, customs inspections, severe weather, courier disruption, incomplete addresses, and other circumstances outside our reasonable control may affect delivery.

When your order is dispatched, we will provide tracking information where available. Please ensure someone can receive the parcel where a signature is required. If a parcel appears lost or significantly delayed, please contact us so that we can investigate with the courier.

7. Order changes and cancellations

You may request an order change or cancellation through our contact page within 24 hours of placing the order.

We will make reasonable efforts to accommodate the request. A change or cancellation is only guaranteed if the order has not entered fulfilment or been dispatched. If it is too late to stop the shipment, you may request an eligible return after delivery.

For payment and security reasons, we may ask you to cancel and place a new order instead of changing the products, delivery address, or other material details. When a cancellation is accepted, payment will be returned to the original payment method. Processing times imposed by your bank or payment provider may still apply.

8. Returns

You may request a return within 14 calendar days after delivery.

To qualify for a voluntary return, the item must be:

• Unworn, unused, unwashed, and unaltered
• Free from marks, scratches, damage, fragrance, or other signs of wear
• Returned with all original tags and protective materials attached
• Placed in its original jewellery box and packaging
• Accompanied by its proof of purchase

We may refuse a voluntary return that does not meet these conditions. Trying an item on carefully to assess its appearance or fit will not, by itself, make it ineligible, provided it remains in its original condition.

Sale or final-sale items cannot be returned for change of mind. This exclusion does not apply when an item is damaged, defective, incorrect, misdescribed, or otherwise protected by mandatory law.

9. Starting a return

1. Visit our contact page.
2. Select “Return” as the reason for contacting us.
3. Include your order number, the item you wish to return, and the reason for the request.
4. Wait for our return authorisation and collection instructions.

Do not send an item back without authorisation. Ruqy will arrange and pay for one approved, insured return collection for each eligible full-price order from a destination served by our return courier. You must hand the parcel to the authorised courier within seven calendar days after approval.

Returns sent independently or through a different courier will not be reimbursed unless we agreed to this in writing beforehand. Please package the piece securely. You remain responsible for taking reasonable care of it until it is collected.

10. Return inspection and refunds

After receiving your return, we will inspect it and notify you whether it has been approved. Approved refunds will be issued to the original payment method within five business days following inspection. Your bank or payment provider may require an additional 5–10 business days to display the funds.

For voluntary returns, original delivery charges, currency-conversion fees, and similar external charges are not refundable. Duties and import taxes collected by Ruqy will be refunded only where recoverable or required by law. Amounts paid directly to a courier or customs authority must be reclaimed from that organisation and are outside Ruqy’s control.

Where an item is damaged, defective, incorrect, or misdescribed, we will provide the remedy required by applicable law. This may include repair, replacement, or refund, together with any delivery costs or other charges we are legally required to reimburse.

If a return is rejected after inspection, we will explain why and contact you regarding return of the item.

11. Exchanges

We do not process direct exchanges. To obtain another product, colour, or size, request a return for the eligible item and place a new order. This ensures the replacement’s availability and allows it to be dispatched without waiting for the original item to reach us.

The replacement order will be charged at the price shown when that new order is placed.

12. Damaged, defective, or incorrect orders

Please inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us through the contact page within 14 calendar days after delivery.

Select “Damaged, defective, or incorrect item” and include your order number, a description of the issue, clear photographs of the item and packaging, and any other information reasonably needed to assess the claim.

Please keep the item and all packaging until we provide instructions. After reviewing the claim, we may arrange a collection and offer repair, replacement, or refund as appropriate. Your mandatory legal rights remain unaffected.

Damage caused by misuse, accidental damage after delivery, unauthorised alteration, failure to follow care guidance, or ordinary wear is not considered a manufacturing defect.

13. Promotions and discount codes

Promotions and discount codes are subject to any additional conditions displayed with the offer. Unless stated otherwise, they cannot be exchanged for cash, applied retrospectively, or combined with another promotion.

If a partial return causes an order to no longer qualify for a promotion, any refund may be adjusted to reflect the offer’s original conditions, where permitted by law.

14. Intellectual property

The website and its contents—including the Ruqy name, branding, jewellery designs, photographs, text, graphics, videos, and layout—are owned by or licensed to Ruqy and are protected by applicable intellectual-property laws.

You may use the website for personal shopping and information. You may not reproduce, modify, distribute, commercially exploit, or create derivative works from our content without prior written permission.

15. Third-party services and links

Our website may use services supplied by payment providers, couriers, Shopify, and other third parties. Those providers may apply their own terms and privacy practices. Links to third-party websites are provided for convenience. We are not responsible for third-party content or services that we do not control.

16. Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including your mandatory consumer rights.

To the fullest extent permitted by applicable law, Ruqy is not liable for indirect or consequential losses that were not reasonably foreseeable when an order was placed. Our total liability relating to a particular order will not exceed the amount paid for that order, except where a different limitation is required by law.

We are not responsible for delay or failure caused by events outside our reasonable control. If such an event materially affects your order, we will contact you and take reasonable steps to minimise the impact.

17. Privacy

Our collection and use of personal information are explained in our Privacy Policy. Information required to fulfil an order may be shared with payment providers, couriers, and other service providers involved in processing the transaction.

18. Governing law and disputes

These terms and purchases from Ruqy are governed by the applicable federal laws of the United Arab Emirates and the laws applicable in the Emirate of Ajman.

We encourage you to contact us first so we can try to resolve any concern fairly and promptly. Subject to any mandatory consumer rights or jurisdictional rules, the competent courts of Ajman will have jurisdiction over disputes.

If you are purchasing from another country, you may also benefit from mandatory consumer protections in your place of residence. Nothing in these terms removes rights that cannot legally be waived.

19. Changes to these terms

We may update these terms to reflect changes in our services, practices, or legal obligations. The version published when you place an order will normally apply to that order unless a change is required by law. The latest revision date will be shown at the top of this page.

20. Contact us

For questions about an order, return, refund, or these terms, use our contact page or email info@ruqyjewelry.com.