Returns, Exchanges & Refunds

This Policy forms part of our Terms of Service. It does not affect your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

Please read this before you order.

Most of what we sell cannot be returned, because most of it is personalised — engraved with a name, a date, or a message, made specifically for you. That is normal for custom goods and it is permitted under UAE consumer law, but we would rather tell you plainly now than argue about it later.

You always have rights if an item is faulty, damaged in transit, or not what you ordered. Those rights are set out in Section 3 and we honour them without argument.

1. The basic distinction

All items, personalised or not, can be returned if they are faulty, damaged in transit, or not what you ordered. That is Section 3, and no exception applies to it.

2. Why personalised items can't be returned

When you order an engraved item, we manufacture it specifically for you. Once your name, your date or your message is laser-engraved into gold or silver, it cannot be sold to anyone else. This is why UAE consumer law — and consumer law almost everywhere — carves customised goods out of the general right to change your mind.

What we do to protect you instead:

• ✅ You see a preview of the exact engraving before you confirm
• ✅ You must actively approve it — we do not manufacture until you do
• ✅ We keep a record of what you approved, with a timestamp
• ✅ We manufacture exactly what you approved

Please check spelling, dates, names and language direction carefully at the preview step. If you approve "Happy Birthday Mohammad" with a misspelling, we will engrave the misspelling. That is not a defect and we cannot refund it.

If you spot a mistake before manufacturing begins, contact us immediately at support@letshoraro.com — we will fix it free of charge. See Section 6.

3. Your rights when something is wrong

These apply to every item, including personalised ones.

3.1 Faulty items

An item is faulty if it is not of satisfactory quality, not fit for its purpose, or not as described. For our products that includes:

• The metal is not the material described — wrong purity, wrong metal, plating where solid was ordered
• The engraving is not what you approved
• A clasp, chain or fitting fails in normal use
• The item breaks or discolours abnormally within a reasonable time
• It does not match the weight, dimensions or specification described

What you get: repair, replacement or refund. For a fault reported within 30 days of delivery, you may choose. After that, we will normally repair or replace first.

Time limit: report faults as soon as you reasonably can. Manufacturing defects in precious metal items are covered for 12 months from delivery.

3.2 Damaged in transit

Report within three (3) calendar days of delivery, through the app or to logistics@letshoraro.com, with high-resolution photographs or video of both the item and its packaging.

We replace or refund in full, including shipping. Please keep the packaging until the claim is resolved.

⚠️ Three days is a short window. Please open and inspect your parcel promptly. If you physically cannot inspect it in time — you are travelling, or the gift is being held for a future occasion — tell us within the three days and we will extend the window in writing.

3.3 Wrong item

If we send something other than what you ordered, we correct it at no cost — including collection of the wrong item and shipping of the right one.

3.4 Never delivered

See Section 8 of the Shipping & Delivery Policy. We remake and reship, or refund in full.

3.5 Misdescribed precious metals

If a gold or silver item does not match its stated purity, weight or composition, that is a serious matter. Contact us with the item and any hallmark or certificate. We will refund in full and investigate our supply chain.

4. Returning a standard catalogue item

For unpersonalised items you have simply changed your mind about:

Conditions:

• Within 14 calendar days of delivery
• Completely unused, unworn, and in original pristine condition
• Returned in the original Let's Horaro presentation box, with all protective films, dust bags, certificates of authenticity, serial tags and manuals
• Accompanied by the original invoice or tax receipt, showing the order ID and item tracking number

Process:

• In the app, open Orders → Request Return / Exchange — or email logistics@letshoraro.com — within 14 calendar days
• We issue a return authorisation and instructions
• Send it back within 7 days of authorisation
• We inspect on arrival — usually within 3 business days
• We refund within 7–14 business days of approval

Who pays return shipping:

Hygiene exception: earrings and other items worn in a pierced site cannot be returned for hygiene reasons once the seal is broken, unless faulty.

5. Exchanges

We exchange standard catalogue items within 14 days, subject to the same conditions as returns and to availability. Price difference is payable or refundable as applicable.

We do not exchange personalised items except where Section 3 applies. If your engraved item is faulty, we remake it with the same engraving.

6. Cancelling an order before it ships

The practical cutoff is six (6) months before scheduled dispatch, and manufacturing may begin before that. Cancel as early as you can.

7. Refunds — how they work

• Refunds go to the original payment method used at checkout. We cannot refund to a different card or account.
• Once your return passes quality control at our vault, the refund instruction is triggered within seven (7) working days. Your bank may then require a further 7 to 14 business days to credit the funds.
• Refunds are made in the original currency. If you paid in another currency, exchange rate movements may mean you receive slightly more or less. That is your bank's conversion, not our charge.
• Bank fees, foreign transaction fees and customs duties already paid are not refundable by us — we never received them.

7.1 Partial refunds

We may refund part of an order where only part is affected, where a returned item shows use or damage beyond inspection, or where a discount applied across multiple items.

8. Refunds where a Tribute is involved

Gifts sent inside a Tribute have some extra rules.

8.1 You deleted the Tribute after the gift shipped

No refund. The gift has been manufactured and dispatched, and the recipient will receive it. See Section 8.3 of the Tribute Terms.

8.2 The recipient refused the parcel

Returned to us. You pay return shipping. We can hold it in your Treasure or reship at your cost. The item itself is refundable only if it is a standard catalogue item still within the 14-day window and in original condition.

8.3 The recipient wants to return a gift they were sent

Only the person who paid can request a refund, and any refund goes to the original payment method — that is, back to the sender.

We recognise this is awkward. A recipient who wants to return a gift should contact the sender. If that is not possible or appropriate — for example where the sender is deceased, or where contact would be unwelcome — contact us at support@letshoraro.com and we will handle it sensitively and case by case.

8.4 The gift arrived but the Tribute failed to unlock

If the failure was ours, you may keep the gift and we will refund the Credits for the Tribute. If you would rather return the gift as well, contact us and we will treat it as our fault — full refund, we pay return shipping.

9. What we don't refund

• ❌ Credits, except as set out in the Credits Terms
• ❌ Engraving errors you approved at the preview stage
• ❌ Items damaged by misuse, accident, or normal wear
• ❌ Items altered or repaired by someone else
• ❌ Customs duties, import taxes or courier handling fees
• ❌ The initial delivery service fee, once shipped
• ❌ 5% UAE VAT already remitted to the Federal Tax Authority — except where the item is defective, in which case VAT is refunded with the item
• ❌ Return shipping where you simply changed your mind
• ❌ Parcels seized or destroyed by customs due to destination import rules
• ❌ Items returned outside the stated window or without authorisation

10. Gold and precious metals

• Items are supplied with a certificate or hallmark stating purity where applicable.
• Precious metal prices fluctuate. We do not refund because the market price changed after your purchase.
• Returned precious metal items are re-verified for authenticity and weight before a refund is approved. This can take 5 business days.
• Where an item is returned as faulty and verification shows it is not our item, we will return it to you and refuse the refund.

11. Repeated or abusive returns

We may decline returns or restrict an account where there is a pattern of excessive returns, returns of used items, false damage claims, or attempts to return items not bought from us. We will explain our reasoning and give you a chance to respond.

12. If you're not happy with our decision

• Ask for a review. Email support@letshoraro.com with subject REVIEW — a different team member will look at it.
• Escalate to us formally. legal@letshoraro.com.
• Escalate externally. The UAE Ministry of Economy Consumer Protection Department, or your emirate's consumer protection body. Using these does not affect your legal rights.

Nothing in this Policy limits your statutory rights under UAE consumer protection law. Where this Policy gives you less than the law gives you, the law wins.

13. How to start a return

In the app: open Orders → Request Return / Exchange. We coordinate a secure pick-up with our courier partners.

Or email logistics@letshoraro.com with:

• Order reference
• What you're returning and why
• Photographs, if the item is faulty or damaged
• Whether you want repair, replacement or refund

We aim to respond within 48 hours.

Summary