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Please be advised that, as our products are made-to-order to maintain ethical and quality standards, all purchases from the Scales & Ember Online Store are non-refundable. If you receive damaged goods, please complete the contact form in the Contact Us section with a detailed description of the issue within 7 days of receipt. We will review the request and issue a replacement if deemed necessary.
For larger orders, customers may be required to return items, with return costs varying based on the destination. The Scales & Ember team will assess the return request and make a determination. If the issue is found to be due to an error on our part, and the return is approved, a replacement will be dispatched within 7-10 working days for UAE orders and 10-15 days for international orders.
Items may only be returned within 7 days of receipt and must be in new, unused condition with all original labels and garment tags attached. Items that are damaged, stained, washed, or altered will not be accepted and will be returned to the customer.
Any designer packaging, including authenticity cards, dust bags, and leather tags, should be included with your return. Items must be returned in their original packaging to ensure adequate protection during transit.
Please note that personalized items, being made-to-order, are non-returnable. Returns that do not adhere to these guidelines will not be accepted.
Thank you for your understanding and cooperation.
Warm regards,
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