Returns and Refunds Policy

Effective Date: May 1st, 2025

This Returns and Refunds Policy applies to all purchases made through www.swissgallery.ae. By placing an Order, you acknowledge and agree to the terms set forth below.

Return Eligibility

Returns are accepted only in the following cases:

  • The item received is defective
  • The item received does not match your confirmed Order

Returned items must be:

  • Unworn
  • Undamaged
  • Unaltered
  • Accompanied by all original packaging, materials, tags, and documentation

Items that do not meet these conditions will not be accepted.

Inspection Period

You are required to inspect your shipment within 24 hours of confirmed delivery. If there is an issue with your Order, you must contact us immediately using the contact form available on the Website to request a Return Authorization Number (RA#). Return requests submitted after the inspection period will not be accepted.

Once the inspection period has passed, the Order is considered final.

Return Process

All returns require an RA# issued by our support team. Returns without an RA# will not be processed.

Once an RA# is issued:

  • The item must be shipped using a traceable, insured courier
  • The RA# must be clearly printed on the outer packaging
  • All original materials, paperwork, and promotional items must be included
  • The return must be received within 10 calendar days of RA# issuance
  • All returns must be shipped Delivered Duty Paid (DDP) — meaning all applicable customs duties, taxes, and fees must be prepaid by the sender

We reserve the sole right to approve or deny all return requests. No third parties shall be involved in the decision-making process.

Shipping and Handling

Return shipping is the customer’s responsibility. This includes all courier charges, customs duties, insurance, and clearance procedures.

We do not issue return labels and do not assume responsibility for lost or delayed return shipments.

Review and Approval

Returned items are subject to inspection. Items that show signs of wear, alteration, damage, or removal of tags or factory tape will not be approved. In such cases, the item will be returned to you and no refund will be issued.

If the return is approved, a refund will be processed within 7 to 10 business days. Shipping fees are non-refundable.

Return to Sender

Packages returned to us without prior authorization will be held in storage for 30 days. If no delivery instructions are received within that period, the item will be considered forfeited and no refund will be issued.

Exchanges

We do not offer exchanges. If you wish to replace an item, please complete the return process and place a new Order separately.

Additional Guidance

To ensure a smooth return process:

  • Inspect the item before removing tags or factory seals
  • Do not wear or alter the item prior to approval
  • Contact us immediately using the Website’s contact form if any issue is identified during inspection
  • Provide clear photographic and videographic evidence to support your claim