Exchange & Refund Policy

 

Exchange & Refund

 

At Joharia, we specialize in customized products, tailored specifically to each customer's preferences. Due to the personalized nature of our products, we do not generally encourage refunds or returns.

1. Refunds: Refunds are only provided in the rare event of a defect in the product. If you believe your product has a defect, please contact us within 7 days of receipt with evidence of the defect. After verification, if a defect is confirmed, we will process your refund.
2. Returns: We accept returns only if the product has a default directly related to delivery. Please report such issues immediately upon receipt, with supporting evidence of delivery-related damage. Upon validation, we will facilitate the return and replacement of the item.

We appreciate your understanding that custom-made items are created with individual specifications in mind, making standard returns and refunds infeasible. Our priority remains your satisfaction, so please reach out to us with any concerns regarding your order.

 

 

 

 

 

Exchange, Returns, and Refunds Policy:

At Joharia, we are committed to ensuring the satisfaction and happiness of our customers with their purchases. To maintain transparency and trust, we have outlined our policy regarding exchanges, returns, and refunds below. Please review these guidelines carefully to understand the processes and your rights as our valued customer.

 

Quality Assurance at Delivery

Upon receiving your order, we kindly ask that you inspect the item in the presence of the courier and to take photos in case of any suspect. This step is crucial for confirming that the product meets your expectations and is free from any damage. Please note that Joharia assumes no responsibility for any damage discovered after the delivery has been completed. For added assurance, we capture photographs of each ordered item itself and of its secure package within its protective box, before it is handed over to the courier for delivery.

 

Policy Details for Shipments via DHL to the US

A. Orders with DHL Insurance (Option available upon request by the client at an additional charge)

• ⁠ ⁠*Damaged on Arrival*: If your item arrives damaged due to transportation and you have opted for DHL insurance, please take photographs as evidence for the insurance claim. In such rare instances, we offer a partial refund, acknowledging that you retain the gold content of the item. Joharia ensures all items are securely packaged to prevent damage during transit, making such occurrences exceptionally rare.
• ⁠ ⁠*Non-Delivery*: In the unlikely event that an item does not reach you due to unforeseen circumstances (force majeure) and you have evidence from DHL, we will provide a full refund.

 B. Orders without DHL Insurance (the standard option Joharia provides)

For orders shipped without DHL insurance, kindly refer to our shipping terms and conditions for guidance on issues arising from shipping.

 C. General Policies Regardless of Insurance

1.⁠ ⁠*Defective Items Upon Delivery*:

   - If an item is defective upon delivery from transportation due to packaging negligence from Joharia (which it is unlikely to happen and photos from Joharia will be available as a proof), you have two options:

1. Keep the item and receive a refund for the service cost. You may also reorder at a discounted rate (30% to 50%, case-dependent).
2. Return the item at your expense (for transportation) for a full replacement (for free). Shipping costs may vary based on urgency and waiting period (up to two months for reduced or waived fees).

2.⁠ ⁠*Delivery Errors*:

1. For incorrect deliveries due to Joharia’s error (excluding DHL mistakes), we cover domestic shipping for the corrected order, striving for prompt delivery (minimum one week, barring force majeure). If delivery exceeds the agreed timeframe, customers can opt for a discount on future purchases (and keep the item) or a service-cost refund if the item is no longer desired (and given back to the courier).
2. For incorrect orders due to Joharia’s mistake (not address errors), customers can return right away the item for a full refund or await the correct order (up to three weeks), with Joharia covering domestic return shipping.

   iii. For partially incorrect orders (e.g., wrong chain size, pendant, etc.), we offer several resolutions, including replacement at our expense, discounts on new items, or full refunds for returns, depending on the customer’s preference and willingness to wait for corrections and the transportation time.

 

Ensuring Your Satisfaction

Our aim at Joharia is to provide you with jewelry that brings joy and satisfaction. We understand that issues may arise, and our policies are designed to address them fairly and efficiently. Should you have any questions or require further assistance, our customer service team is here to help.

Thank you for choosing Joharia.