refund policy

At AQWA Gems, we are committed to ensuring our customers are fully satisfied with their purchase. In case you are not satisfied, we do offer refunds under specific conditions.

Refund Timeline:

Refunds can be requested within 45 to 60 days from the date of delivery.

Conditions for Refund:

  • If the product appears to be non-certified or inauthentic.
  • If the item received is different from what was shown in the listing or demonstration video.
  • If the product is damaged or defective upon delivery.

Return Process:

  • Products must be returned in their original condition along with packaging and any certification provided.
  • Once we receive the returned product, our team will inspect and review it thoroughly.
  • If the return is approved, the refund process will begin.

Return Shipping Charges:

Customers will be responsible for the shipping charges involved in returning the product.

Refund Method:

After the product is reviewed and approved, we will contact you through WhatsApp or email. You will be required to share your account details, and we will process the refund to the provided account. A screenshot of the transfer will be shared for your confirmation.

exchange policy

AQWA Gems understands that sometimes a product may not meet your expectations. We offer an exchange policy with clear guidelines to ensure a smooth process.

Exchange Timeline:

You can request an exchange within 14 to 28 days from the date of delivery.

Conditions for Exchange:

  • Incorrect size.
  • Material not as expected or not matching the description.
  • Item appears non-certified.
  • Product is cracked, broken, or damaged in transit.
  • The item is different from what was shown in our video or display.
  • The style or finish does not match what was ordered.

Exchange Process:

  • You must inform us through WhatsApp or email, clearly stating the reason for the exchange.
  • Once we receive the product, our team will review and inspect it.
  • If the request is valid, we will proceed with the exchange.
  • You can select a replacement product of equal value. The new item will be sent after your confirmation.

Exchange Shipping Charges:

Customers are responsible for the shipping cost involved in sending the product back for exchange.

Contact for Refunds or Exchanges:

Email: info@aqwagems.com
WhatsApp: [+92 309 199 0555]

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