1. What is a Chargeback?

A chargeback (or payment dispute) occurs when a customer asks their bank to reverse a charge. Given the high-value nature of our gold and diamond jewellery, we take these matters very seriously and have a strict procedure to protect both our customers and our business.

2. Our Commitment to You

At Mehwar Jewellers, trusted since 1948, customer satisfaction is our heritage. Before you initiate a chargeback with your bank, we strongly urge you to contact us immediately. We are committed to resolving any issues—whether related to delivery, product authenticity, or order inquiries—quickly and fairly. We can often process a direct resolution faster than a bank dispute.

3. Common Reasons for Chargebacks

Chargebacks are typically filed for:

· Non-Delivery: You did not receive your ordered jewellery.
· Item Not as Described: The product received (e.g., gold purity, diamond quality, design) significantly differs from the website description.
· Unauthorized Transaction: A purchase was made without your consent.

4. Our Chargeback Process

Upon receiving a chargeback notification from your bank, we will:

· Investigate: We will compile all order evidence, including order confirmations, shipping and tracking details, and any communication records.
· Defend: If we determine the chargeback is invalid (e.g., the item was delivered and matches the description), we will submit a comprehensive defense to the bank. This may include our hallmarking and quality assurance records.
· Final Decision: The bank will make the final ruling. If resolved in your favor, funds will be returned to you. If resolved in our favor, the charge will stand.

5. Important Condition for "Item Not as Described" Claims

For any dispute claiming that the product is not as described, we require the item to be returned to us in its original, unused condition, with all packaging and certificates, before any refund or chargeback resolution is considered. This allows us to verify the product against our records and quality standards. Refunds will only be processed after we have received and inspected the returned item. This condition protects both parties and ensures a fair assessment of the claim.

6. Important Note on Chargeback Fees

Please be aware that chargebacks result in administrative fees for us. For high-value items like gold and diamond jewellery, these fees are significant and may be non-refundable. Repeated or unnecessary chargebacks can also increase our processing costs.

7. How to Avoid a Chargeback

To prevent disputes, we ask you to:

· Contact Us First: Always reach out to us for any order issue before contacting your bank.
· Review Details: Carefully check product descriptions, including gold caratage and diamond clarity, before purchase.
· Verify Delivery: Ensure you or a trusted recipient are available to receive and inspect your package upon delivery.

8. Contact Us

For any transaction inquiries or to resolve an issue, please contact us:

· Email: info@mehwarj.com
· Phone: +92-317-4492771