Return, Exchange

SHILA Jewelry – Elegance, Forever.

Last Updated: October 10, 2026

1. Introduction

At SHILA Jewelry, customer satisfaction and product quality are among our highest priorities.

We are committed to providing a reliable and transparent shopping experience and handling returns, exchanges, and refunds fairly, in accordance with applicable consumer protection laws in the Sultanate of Oman.

This policy explains the conditions and procedures for returning or exchanging products and requesting refunds.

2. Eligibility for Returns and Exchanges

Customers may request a return or exchange in the following circumstances:

The product arrives damaged or has a manufacturing defect.
The customer receives an incorrect item.
The product does not match its essential advertised specifications, including gold purity, metal type, or gemstone characteristics.
An item is missing from the order.
Any other circumstance in which applicable law provides a right to return, exchange, or another remedy.

SHILA Jewelry respects applicable statutory consumer rights, including rights relating to a 15-day period from the date of receipt, where provided by Omani consumer protection law.

Nothing in this policy limits any additional rights available under applicable law.

3. Change-of-Mind Returns

Due to the nature of gold, diamonds, and fine jewelry, as well as fluctuations in precious metal prices, requests for returns or exchanges based solely on a change of mind are subject to SHILA Jewelry's applicable policies and review, while fully respecting mandatory consumer rights.

Customers should contact us before returning any item to receive the appropriate return instructions.

This section does not exclude or restrict statutory rights concerning defective or non-conforming products.

4. Custom-Made and Personalized Jewelry

Special conditions disclosed before purchase may apply to:

Custom-made jewelry.
Jewelry engraved with names, initials, or personal messages.
Items modified or designed specifically according to customer instructions.

These conditions do not remove customers' legal rights when a product is defective or does not conform to the agreed specifications.

5. Condition of Returned Products

To help us process your request efficiently, we recommend that customers:

Retain their invoice or proof of purchase.
Include the original jewelry box, accessories, and available documentation where possible.
Avoid modifying or repairing the product before contacting us.
Provide photographs showing the reported issue, where available.

The absence of original packaging alone does not invalidate statutory rights relating to defective or non-conforming products.

6. How to Request a Return or Exchange

To submit a return or exchange request:

Contact SHILA Jewelry customer support by email or WhatsApp.
Provide your order number, name, and product details.
Explain the reason for your request and attach relevant photographs if available.
Follow the instructions provided for product inspection or return arrangements.
We will review the request and communicate the appropriate resolution in accordance with applicable law.

Email: care@shilajewelry.com

Phone & WhatsApp: +968 7720 0544

7. Inspection of Returned Jewelry

Certain jewelry items may require inspection to verify their condition, specifications, and the nature of the reported issue.

This may include checking gold purity, weight, gemstones, manufacturing defects, or damage occurring after delivery.

Inspections will be conducted fairly and will not be used to improperly delay or restrict customers' statutory rights.

8. Refunds

Where a customer is entitled to a refund, SHILA Jewelry will arrange reimbursement in accordance with applicable law.

Refunds will generally be issued through the original payment method where possible, or through another appropriate method agreed upon with the customer.

The time required for the refunded amount to appear in the customer's account may depend on the bank or payment service provider.

Customers will be informed about the status of their refund request and any information required to complete the process.

9. Return Shipping Charges

If a return results from a manufacturing defect, an incorrect product, or a failure to meet the agreed specifications, return shipping costs will be handled in accordance with applicable consumer rights, without imposing charges prohibited by law.

For voluntary returns for other reasons, shipping charges may apply where legally permitted, provided they are clearly disclosed and agreed upon in advance.

10. Items Damaged During Delivery

If a package arrives damaged or shows signs of tampering, customers are encouraged to document the packaging and product condition and contact us as soon as reasonably possible.

We will investigate the matter with the shipping provider and work toward an appropriate resolution, including replacement or refund where applicable.

Accepting or signing for a package does not, by itself, waive a customer's statutory rights.

11. Order Cancellations

Customers may request order cancellation by contacting us as soon as possible.

Cancellation arrangements may depend on whether the order has been processed, shipped, or personalized, subject to applicable law.

Where a cancellation entitles the customer to a refund, the appropriate amount will be reimbursed through a suitable payment method.

If SHILA Jewelry is unable to fulfill a confirmed order, we will contact the customer to offer an alternative or arrange cancellation and the applicable refund.

12. Consumer Rights

SHILA Jewelry is committed to respecting customers' rights under applicable consumer protection laws in the Sultanate of Oman.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

13. Contact Us

For any questions or requests relating to returns, exchanges, refunds, or order cancellations, please contact us:

SHILA Jewelry

Location: Sultanate of Oman

Phone & WhatsApp: 0096877200544

Email: care@shilajewelry.com

Website: https://shilajewelry.com

Thank you for choosing SHILA Jewelry.

Elegance, Forever.