Changing your mind

Returns Policy

Dubai Rocks offers a 30-Day NO QUESTIONS ASKED Return Policy for all standard products. A standard product is defined as a product with fixed specifications, not bespoke specifications, such as rock size, selected by the customer. Bespoke specifications include engagement rings where the customer has selected the size of the rock which is subsequently purchased directly from the wholesale trading floor.

Dubai Rocks customers have the flexibility to return standard product items within 30 days of the date that the product was purchased.

As long as the product is returned to Dubai Rocks, in the same condition that it was sold, within 30 days of date of purchase, Dubai Rocks will then refund the full amount paid for the goods. For further information pertaining to the cancellations and return policy please contact Dubai Rocks customer service team on +971 50 943 2861 or info@dubairocks.com.

The return policy assumes the following:

All goods are returned in the original condition
If applicable the customer pays in full for the vacation and flight element of the purchase
All packaging and associated material, including full certification documentation, are returned
Any missing products or documentation will be deducted from the refund
Dubai Rocks accepts no liability or responsibility for lost or damaged returned goods
Dubai Rocks will not accept uninsured or improperly packaged goods
Dubai Rocks accept no consequential liability for loss suffered as a result of the late delivery or cancellation of your order
Prior to making a return the customer must contact the Dubai Rocks returns team to discuss the details of the return by emailing returns@dubairocks.com. The team will provide the customer with information required to make the return in a secure fashion.
Once the Dubai Rocks product returns team receive, inspect and verify the returned item, we will endeavour to process your refund, or new item, within 7 working days (subject to availability of product). Please note that the Returns Team will rigorously inspect the product. If products have been swapped, altered, showing signs of unreasonable wear and tear, or damaged, Dubai Rocks are not obliged to accept the goods and refund the purchase. Dubai Rocks will not accept uninsured or improperly packaged goods and accepts no liability or responsibility for lost or damaged return goods.
All packaging and associated material, including full certification documentation, must be returned in ‘as sold’ condition. Any missing products or documentation will be deducted from the refund. Missing diamond certificates will be charged at $150 per certificate.
For health and safety reasons Dubai Rocks cannot accept the return of any earrings
Dubai Rocks accept no consequential liability for loss suffered as a result of the late delivery or cancellation of your order
Dubai Rocks are not responsible for goods that are lost, damaged or stolen during the returns process. Until Dubai Rocks have received, inspected and verified the returned item as being correct and returned in line with the returns policy, the product is still the property of the customer. The customer must ensure that the product is adequately insured against loss, damage, and theft.
Dubai Rocks does not allow customers to purchase several similar items with the intention of comparing the products and returning the goods that are not selected.