Refund policy

1. The short version

Every piece is checked before it leaves us. We offer a refund in one situation only: the item arrived damaged, and you have a continuous 360° unboxing video that shows that damage. Where that is met, the claim can be filed within 7 days of delivery and the full amount is refunded. Outside that, we do not offer refunds, returns or exchanges.

2. The only refundable case

All three of the following must be true. If any one is missing, the claim cannot be approved.

The item was damaged or defective on arrival.
You have a continuous 360° unboxing video that meets the requirements in section 3.
The damage is visible in that video, not only in photographs taken afterwards.

The 360° unboxing video

Start recording before you break the seal and do not stop until the item is fully out of the packaging and has been turned through a complete 360 degrees. This video is the only evidence we accept. Without it, we cannot establish whether the damage happened in transit or after delivery, and no refund can be issued.

The video must show, in one unbroken take:

All sides of the sealed parcel, with the shipping label readable, before any tape is cut.
The parcel being opened for the first time.
The item being removed and rotated through a full 360 degrees — a minimum of one complete turn.
The damage itself, in focus and in adequate light.

The recording must be unedited and uninterrupted. Videos that are cut, trimmed, sped up, stitched together, or that begin after the parcel is already open do not qualify — no matter what they show.

3. Filing a claim

Record the 360° unboxing video as set out above.
Send it to us on WhatsApp or by email, with your order number, within 7 days of the delivery date. Claims filed after the 7th day are not accepted.
We review the video and confirm the outcome to you in writing.

4. The refund

Once a claim is approved, we refund the full amount paid for the item to the original payment method. Cash-on-delivery orders are refunded by bank transfer to an account in the name of the person who placed the order.

Your bank or card issuer may take a further few working days to show the credit on your statement. That part is outside our control.

5. What we do not refund

Aside from the case in section 2, no refunds, returns or exchanges are given. This includes, without limitation:

Any claim without a qualifying continuous 360° unboxing video.
Any claim where the video exists but does not show the damage.
Any claim filed more than 7 days after delivery.
Change of mind, a piece not suiting you, or ordering the wrong size or colour.
Natural variation in a handmade piece — small knots, slubs, uneven or loose threads in a weave, slight differences in border finish, or variation in zari and plating tone. These are characteristics of the craft, not defects.
Colour appearing different from the photographs. Screens, camera settings and studio lighting all shift colour; this is not a defect.
Damage caused by wear, washing, ironing, alteration or storage after delivery.
Items marked final sale or bought on discount.
Pierced jewellery, for hygiene reasons, unless it arrives damaged and section 2 is satisfied.
Delays, failed delivery or loss caused by an incorrect address or an unreachable phone number.

6. Before you contact us

Please do not ship anything back to us before we have reviewed your video and confirmed in writing what to do. Items returned without that confirmation cannot be processed.

7. Contact us

Send claims, videos and questions to:

ISHAARA FZE LLC
Office BC-892442, 26th Floor
Amber Gem Tower, Sheikh Khalifa Street
Ajman, United Arab Emirates
ishaaracollectivedxb@gmail.com