1. Return and Exchange Requests

Contact GHAYA as soon as possible after receiving your order if you would like to request a return or exchange.

Requests are reviewed according to the type of item, its condition, the reason for the request and the customer’s applicable legal rights.

2. Eligible Items

An item may be eligible for return or exchange when it is:

• Unused, unworn and unaltered.
• In its original saleable condition.
• Returned with its original packaging and documentation.
• Free from scratches, damage, perfume, cosmetics or other signs of use.
• Submitted within the period accepted by GHAYA or required by applicable law.

GHAYA may inspect the item before approving a return, exchange or refund.

3. Non-Returnable Items

Unless the item is defective, damaged on delivery, different from the approved order, or applicable law requires otherwise, the following items are ordinarily not eligible for return or exchange:

• Customized or personalized jewelry.
• Engraved pieces.
• Made-to-order pieces.
• Builder designs produced according to the customer’s approved selections.
• Items altered or resized at the customer’s request.
• Worn, used, damaged or improperly stored items.
• Items repaired or altered by someone other than GHAYA.
• Gift cards or other non-refundable items.

4. Customized and Engraved Jewelry

Customers must carefully review names, spelling, initials, dates, symbols, sizes, arrangements and all other design details before approving a customized order.

Once production has started, customized, engraved and made-to-order pieces ordinarily cannot be cancelled, returned or exchanged because they were created specifically for the customer.

This restriction does not remove any mandatory rights relating to defective goods or an item that does not match the approved order.

5. Earrings and Hygiene-Sensitive Items

For hygiene and safety reasons, worn or tried-on pierced earrings may not be eligible for return or exchange unless they are defective or applicable law requires otherwise.

6. Incorrect, Damaged or Defective Orders

If your order arrives damaged, defective or different from what you ordered, contact GHAYA promptly and provide:

• Your order number.
• A clear description of the issue.
• Photographs or video of the item.
• Photographs of the parcel and packaging when delivery damage is suspected.

Keep the item, packaging and delivery documents until GHAYA completes its assessment.

If GHAYA confirms a manufacturing defect, delivery damage or order error, we will provide an appropriate remedy in accordance with applicable law. This may include repair, replacement, exchange or refund.

7. Natural and Handmade Variations

Minor differences in gemstone color, texture, pattern, gold weight, dimensions or handcrafted finish may occur naturally and do not necessarily constitute a defect.

Product colors may also appear slightly different because of photography, lighting or device display settings.

8. Normal Wear and Accidental Damage

Scratches, dents, broken chains, bent parts, stone loss or discoloration caused by wear, impact, chemicals, misuse, incorrect storage or third-party alteration are not ordinarily treated as manufacturing defects.

GHAYA may offer a repair service following inspection. Charges may apply depending on the condition of the piece, materials required and the work involved.

9. How to Request a Return or Exchange

Before sending or bringing an item back, contact GHAYA and wait for return instructions.

Please provide:

• Your full name and contact details.
• Your order number or proof of purchase.
• The item you wish to return or exchange.
• The reason for your request.
• Supporting photographs when relevant.

Sending an item without authorization does not guarantee that the return or exchange will be accepted.

10. Return Inspection

Returned jewelry will be inspected after GHAYA receives it. Approval is not complete until we confirm that the item meets the applicable return conditions.

If the item shows wear, damage, alteration, missing parts or another condition that prevents resale, GHAYA may reject the request or reduce the refundable amount where permitted by law.

11. Return Delivery Costs

When an eligible return is requested because the customer changed their mind, the customer may be responsible for the return delivery cost, insurance, customs charges and any related fees.

If GHAYA confirms that the item was defective, damaged during delivery or supplied incorrectly, GHAYA will address reasonable return-delivery costs as required by applicable law.

Jewelry must be packaged securely and sent using the return method approved by GHAYA. We recommend using tracked and appropriately insured delivery.

12. International Returns

International customers must contact GHAYA before returning an order. The customer is responsible for completing customs documents accurately and following our return instructions.

Unless the return results from a confirmed GHAYA error or defect, original delivery charges, customs duties, import taxes, return courier charges and other non-recoverable costs may be excluded from the refund where permitted by law.

13. Exchanges

Exchanges are subject to product availability and approval. If the replacement item has a higher price, the customer must pay the difference before it is supplied.

If the replacement item has a lower price, GHAYA will explain the applicable balance or refund arrangement.

14. Refunds

Once an eligible return has been received, inspected and approved, GHAYA will process the refund through the original payment method whenever reasonably possible.

Bank and payment-provider processing times are outside GHAYA’s control. Original delivery charges and other non-recoverable expenses may not be refundable unless the return results from a confirmed defect, damage, incorrect order or applicable law requires otherwise.

15. Order Cancellation

Contact GHAYA immediately if you wish to cancel an order. A cancellation is not confirmed until GHAYA accepts it.

Ready-made orders may already have been prepared or dispatched. Customized, engraved and made-to-order orders normally cannot be cancelled after production begins.

16. Gifts

Gift returns and exchanges require proof of purchase and remain subject to this policy. Approved refunds are normally issued to the original payment method unless GHAYA confirms another arrangement.

17. Customer Rights

Nothing in this policy limits any mandatory rights available to customers under the applicable consumer-protection laws of the State of Kuwait.