Customer Satisfaction & Transparency
Exchange Policy
At MAT Jewels (matjewels.com), our commitment is to provide absolute delight with every jewelry parcel. Please review our formal exchange guidelines before initiating a claim.
1. Exchange Eligibility (Pakistan Only)
Exchanges are strictly applicable for orders delivered within Pakistan. An item qualifies for exchange evaluation under the following circumstances:
- Damaged: The jewelry item sustained physical damage or stone detachment during transit.
- Defective: There is a demonstrable manufacturing or locking clasp defect.
- Incorrect Item: The parcel contains an item different from the design or color ordered.
2. Claim Window & Mandatory Conditions
To qualify for a seamless exchange, all following prerequisites must be strictly satisfied:
- 48-Hour Notice: The exchange request must be formally reported within 48 hours of parcel delivery.
- Pristine Condition: The jewelry must be completely unused, unworn, unscratched, and preserved in its original MAT Jewels jewelry box.
- Packaging & Tags: All brand cards, poly wraps, and security tags must remain intact.
Parcel Opening Video Recommendation
An uncut, continuous 360° unboxing video recorded from the moment the courier flyer is unsealed is strongly recommended. This video serves as indisputable evidence for rapid claim verification without courier delays.
3. Step-by-Step Exchange Procedure
Once your preliminary exchange request is reviewed by our quality concierge:
- You will receive return shipment instructions to dispatch the piece to our official studio address.
- Upon receiving the parcel, our Quality Inspection (QI) team evaluates the piece for wear and condition.
- Upon verification, a replacement of the identical article or store credit of equal value is dispatched. Courier shipping charges associated with returns may apply unless the error originated on our end.
4. Non-Exchangeable Articles & International Orders
In accordance with jewelry hygiene benchmarks and international customs logistics:
- Sale & Flash Deals: Clearance, promotional, or discounted flash-sale articles cannot be exchanged unless received damaged.
- Late Claims: Requests raised past the strict 48-hour delivery timeline are not eligible.
- Wear & Tear: Items showing signs of perfume exposure, makeup residue, alteration, or intentional damage will be rejected.
5. Discretion & Final Decision
MAT Jewels reserves the unequivocal right to approve, partially settle, or decline any exchange request based on factual physical inspection and conformity with these terms.
Initiate Exchange Claim
Fill in your parcel credentials below. Our quality department will verify your request within 24 hours.