Refund policy

Last updated: 13 October 2026

Every piece we sell is worn against the skin, and much of it is set with stones that cannot be checked or re-set once they leave the studio. That shapes what we can take back. Please read this before you buy. If anything is unclear, ask us first and we will help you choose.

Gold and silver, with cubic zirconia or without stones

  • Full-price pieces can be returned or exchanged within one day. For pieces bought in the studio, that is one day from the date of purchase. For online orders, it is one day from the date of delivery.
  • Discounted and Outlet pieces cannot be returned. They can be exchanged within the same one-day window.
  • One exchange per piece. A piece you received in an exchange cannot be exchanged again.

Jewellery with pearls, diamonds or gemstones

Pieces set with pearls, diamonds or gemstones cannot be returned or exchanged. Settings and stones are delicate, and we cannot resell a piece whose setting we cannot vouch for. All sales of jewellery with diamonds, pearls or gemstones are final.

Permanent (welded) jewellery

A welded bracelet, anklet, necklace or ring is cut to your measurements and closed on you, so it cannot be returned, exchanged or refunded once the weld is made.

  • Your fitting deposit of 5.000 OMR comes off the price of your piece on the day. It is non-refundable if you cancel or do not come to your fitting.
  • Rescheduling is free up to 24 hours before your fitting.
  • Free re-weld. If your chain comes undone, bring it back to the studio with the original chain and we will re-weld it free of charge.

Bespoke pieces

Pieces designed and made to your order cannot be returned or exchanged. If you cancel after we have shared the design with you and before production begins, we refund 45% of the amount paid. Once production has begun, the order cannot be cancelled.

What a return or exchange needs

  • Your sales invoice. A digital invoice or order confirmation email is fine.
  • A valid ID.
  • The piece unworn, in its original condition, with all of its original packaging.

The customer covers all shipping, delivery and courier costs for returns and exchanges.

Faulty or incorrect pieces

If your order arrives damaged, faulty or isn't what you ordered, contact us within 24 hours of delivery with your order number and a photo. We will repair, replace or refund it at no cost to you. This does not affect your rights under Omani consumer protection law.

Refunds

Approved refunds go back to your original payment method once we have received and inspected the piece. Your bank may take several working days to show the refund.

How to start a return or exchange

Message or call us on +968 7713 3168, or email customerservices@koonijewel.com, within the one-day window. Include your order number. We will tell you how to bring or send the piece back.