Returns, Refunds & Exchanges

Last updated: October 2026

Cancellations

You may cancel your order by contacting us within 24 hours of placing it. This allows you to notify us of an ordering mistake or a change of mind. Orders cancelled within this period will be refunded.

After 24 hours, your order is considered confirmed and cannot be cancelled or refunded, whether or not you have received a separate confirmation email from our team. A confirmation email sent during this period does not shorten your 24-hour cancellation window.

To request a cancellation, email info@susanamartins.com or contact us on WhatsApp at +971 56 858 5222, quoting your order number. Your request must reach us within the 24-hour period.

Returns and Refunds

Susana Martins does not accept returns for refunds, except where required by applicable consumer law.

Please review the product details, size, gold colour and any personalisation carefully before placing your order. Contact us before purchasing if you need assistance.

Eligible pieces may be considered for exchange under the conditions below.

Exchanges

Only eligible, ready-to-ship pieces that have not been customised may be considered for an exchange. You must contact us within 2 calendar days of receiving your order.

To qualify, the piece must be:

• Unworn, unused and undamaged

• Free from scratches, marks or other signs of wear

• Accompanied by its original packaging, certificates, tags and security seals

All exchanges require prior written approval and are subject to inspection and approval by our team.

Approved pieces may be exchanged for:

• Another piece of the same value

• A higher-value piece, with payment of the difference

No refund is provided for any difference in value if a lower-value piece is selected.

Please do not send any jewellery back without our approval. Our team will provide collection or shipping instructions.

Pieces Not Eligible for Exchange

The following cannot be exchanged:

• Made-to-order or bespoke jewellery

• Pieces made or altered to a requested size

• Personalised or engraved pieces

• Jewellery made using a client’s gemstones or materials

• Worn earrings

• Pieces showing signs of wear, damage or alteration

• Items marked as final sale

These exclusions do not affect your rights relating to faulty or incorrectly supplied goods under applicable consumer law.

Faulty, Damaged or Incorrect Items

Please inspect your jewellery upon delivery. If you believe it has a manufacturing fault, arrives damaged or differs from your confirmed order, contact us promptly with your order number and clear photographs or videos.

Our team will assess the issue and arrange the remedy required by applicable consumer law, which may include repair, replacement or refund.

Damage caused by normal wear, misuse, accidental impact or third-party repairs is not considered a manufacturing fault.

The 2-calendar-day exchange request period does not limit your statutory rights concerning faulty, damaged or incorrectly supplied goods.

Contact Us

Email: info@susanamartins.com
WhatsApp: +971 56 858 5222

Nothing in this policy excludes or restricts your rights under applicable consumer law.

© 2026 SMJ Design Studio LLC. All rights reserved.

Susana Martins is a brand operated by SMJ Design Studio LLC.