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MERO

Client care

Returns & exchanges

A piece that is ready to ship can be returned within 7 days of delivery for a full refund, and we will not ask why. A made-to-order piece can be cancelled within 24 hours of ordering.

Ready-to-ship pieces

  • Return or exchange the piece within 7 days of delivery for a full refund.
  • It should be unworn, in its MERO box, with its certificate.
  • We collect it from you by courier anywhere in the UAE, at no cost to you.
  • Every piece marked Ready to ship on its page is covered, including the Lucky Charms.

Made-to-order pieces

  • Cancel within 24 hours of ordering for a full refund.
  • After 24 hours, your piece is already with the goldsmith and is made for you alone, so it cannot be refunded.
  • You can exchange it for another piece, or we credit its full value to your MERO account.

Special commissions

A size or design made outside the collection begins with a deposit of 25% of its price, which is not refundable. If you change your mind after that, we will find you another piece in conversation, without further charge.

Faulty, damaged or not as described

  • A piece that is faulty or not as described is always refunded in full, or replaced if you prefer. This applies to every piece, made to order or not.
  • If a piece arrives damaged, send us one photograph. We send a replacement the same business day, or begin remaking a made-to-order piece at once, and collect the damaged piece by courier.
  • If your parcel has not arrived within the delivery time we gave you, we send a replacement and trace the original with the carrier ourselves. You will not pay twice or wait twice.

Gifts

The person who received a piece as a gift can exchange it without the price being shown. A refund goes back to the person who paid.

How to return a piece

Message the concierge on WhatsApp at +971 50 720 9639, or write to care@merojewellers.com. We arrange the collection and confirm when the piece reaches us.

Your refund

  • Refunds go back to the payment method you used. We issue them within 7 business days of the piece reaching us. Your bank may take a few more days to show it.
  • Orders paid with Tabby or Tamara are refunded through Tabby or Tamara, which adjust or cancel your remaining payments.
  • Credit on your MERO account can be used on any piece and does not expire.

Nothing in this policy limits your rights under UAE consumer protection law.