Refund policy
Our Commitment to Your Satisfaction
At Mapela Silver, we are dedicated to providing you with exquisite jewelry and an exceptional shopping experience. We understand that sometimes a purchase may not meet your expectations, and we are committed to making the exchange and refund process as smooth and fair as possible, in line with the consumer protection laws and common practices of online retailers in the United Arab Emirates.
This policy outlines the conditions and procedures for returns, exchanges, and refunds for purchases made through Mapela Silver in the UAE. We encourage you to read it carefully before making a purchase.
1. Reporting Defects or Damages
We meticulously inspect all items before shipment to ensure they meet our high-quality standards. However, in the unlikely event that you receive a defective, damaged, or incorrect item, please notify us immediately.
You must report any defects, damages, or discrepancies within 48 hours of receiving your order. To do so, please contact our customer support team at mapela.silver@gmail.com with your order number, a clear description of the issue, and photographic or video evidence of the defect or damage. This allows us to evaluate the issue promptly and facilitate a swift resolution. Claims reported after this 48-hour window may not be accepted.
2. Returns and Exchanges: Your Right to Change Your Mind
We want you to be completely satisfied with your Mapela Silver purchase. If you wish to return or exchange an item for reasons other than defects or damages (e.g., change of mind, incorrect size ordered), you may do so within a specified period, provided the item meets our eligibility criteria.
General Return/Exchange Period: You have 7 days from the date you receive your order to initiate a return or exchange. To do so, please contact our customer support team at mapela.silver@gmail.com with your order number and the reason for the return/exchange. We will provide you with instructions on how to proceed.
Cancellations: If you wish to cancel an order before it has been dispatched for delivery, please contact our customer support team at mapela.silver@gmail.com as soon as possible. We will endeavor to cancel your order and process a full refund. If the order has already been dispatched, the standard return policy will apply upon delivery.
3. Size Issues for Gifts or Other Purchases: Ensuring the Perfect Fit
We understand that jewelry, especially when purchased as a gift, may sometimes not be the perfect fit. Mapela Silver is pleased to offer an exchange option for size-related issues, ensuring that your recipient can enjoy their jewelry comfortably.
If you have purchased an item for someone else, or for yourself, and the size does not fit, we are happy to facilitate an exchange for the correct size, subject to availability. Please note that additional shipping fees will apply for the exchange delivery. To initiate a size exchange, please contact our customer support team at mapela.silver@gmail.com within 7 days of receiving your order.
4. Eligibility for Return or Exchange: Conditions for a Smooth Process
To ensure a fair and efficient return or exchange process, all items must meet the following eligibility criteria:
•Original Condition: The item must be in its original, unworn, unused condition. It should show no signs of wear, alteration, or damage.
•Original Packaging: The item must be returned in its original packaging, including all boxes, pouches, certificates, and any other accompanying materials.
•Proof of Purchase: You must provide the original receipt or proof of purchase (e.g., order confirmation email, transaction ID). This is essential for verifying your purchase.
Important: Items that do not meet these criteria may not be eligible for return or exchange or may be subject to a partial refund at our discretion.
5. Initiating a Return or Exchange: Your Step-by-Step Guide
To initiate a return or exchange, please follow these steps:
1.Contact Us: Send an email to mapela.silver@gmail.com with the subject line: "Return/Exchange Request - Order # [Your Order Number]". In the email, please include:
•Your full name and contact information.
•Your order number.
•A clear description of the item(s) you wish to return or exchange.
•The reason for the return or exchange (e.g., defect, wrong item, size issue, change of mind).
•For defects/damages, attach clear photographs or a short video showcasing the issue.
•For size exchanges, specify the desired size.
2.Approval and Instructions: Our customer support team will review your request within 2 business days. If your request is approved, we will provide you with a return shipping label (if applicable) and detailed instructions on how and where to send your package. Please do not send items back to us without prior approval, as they may not be accepted.
3.Packaging and Shipping: Carefully package the item(s) in their original packaging, ensuring they are well-protected to prevent damage during transit. Attach the provided shipping label (if applicable) and send the package as instructed. We recommend using a trackable shipping service for your return.
4.Processing: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your return/exchange. If approved, your exchange will be processed, or a refund will be initiated to your original method of payment within 4-6 business days.
6. Exceptions / Non-Returnable Items: Clarity and Fairness
For reasons of hygiene, customization, or final sale, certain items are exempt from our return and exchange policy. These include:
•Custom Products: Items that have been specially ordered or personalized (e.g., engraved jewelry) cannot be returned or exchanged.
•Sale Items: Items purchased during a sale or at a discounted price are considered final sale and are not eligible for returns or exchanges, unless explicitly stated otherwise.
•Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.
•Earrings: For hygiene reasons, earrings cannot be returned or exchanged once worn or if the sealed packaging has been opened, unless they are defective upon receipt and reported as per Section 1.
7. Refunds: When and How You'll Receive Your Money
Refunds are processed based on the conditions outlined in this policy. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 4-6 business days. Please note that it may take some additional time for your bank or credit card company to post the refund to your account.
Partial Refunds: In certain situations, partial refunds may be granted (at our sole discretion) for items that are not in their original condition, are damaged, or have missing parts for reasons not due to our error.
8. Contact Us: We're Here to Help
Your satisfaction is our priority. If you have any questions or require further assistance regarding our exchange and refund policy, please do not hesitate to contact us:
Email: mapela.silver@gmail.com
We are committed to ensuring your experience with Mapela Silver is nothing short of exceptional. Thank you for choosing Mapela Silver.