Refund policy

Returns of Ready Pieces

Connoisseurs in the United Arab Emirates and the GCC may return a Ready piece within 14 calendar days of receipt, subject to the following conditions:

• The piece is in the same condition as received — unused, unworn, and unmarked
• All original packaging, archival materials, certificate of authenticity, and atelier documentation accompany the return
• A valid proof of acquisition is presented

To initiate a return, contact the atelier on info@siraecasa.com or WhatsApp +971 55 886 6180 with your order number. The atelier will issue collection instructions and arrange transport.

• Within the UAE: collection is complimentary
• From the GCC: return logistics are arranged by SIRAE Casa at the connoisseur's cost

Pieces returned without prior authorisation cannot be accepted.

Crafted-to-Order and Bespoke Pieces

Crafted-to-order and Bespoke pieces are made for a single connoisseur, against a confirmed order. They are not eligible for return or refund once production is released.

Connoisseurs may cancel a Crafted-to-order or Bespoke order within 24 hours of payment confirmation and receive a full refund of all monies paid. After this window, the deposit is committed to materials, atelier scheduling, and the hands of the craftspeople, and is not refundable. Should the connoisseur choose to discontinue the project beyond 24 hours, the deposit is retained; any balance not yet paid is no longer due.

This is industry-standard practice for atelier-made pieces and reflects the singular nature of each commission.

Outside the Return Policy

The following are not eligible for return under any circumstance:

• Pieces showing signs of use, handling beyond inspection, or scent
• Pieces returned without original packaging, certificate, or proof of acquisition
• Engraved, monogrammed, or otherwise personalised pieces
• Sale or archive pieces, unless found to be defective on receipt
• Gift cards

Defects and Damage

Any defect, manufacturing flaw, or damage discovered on arrival is addressed under the Heirloom Promise, not under this Return Policy. Notify the atelier within 14 days of receipt and we will assess, repair, replace, or refund in accordance with the Heirloom Promise terms.

Exchange

Where a connoisseur wishes to exchange one Ready piece for another, the most efficient route is to return the original under this policy and acquire the new piece as a fresh order once the return is approved. The atelier is available to coordinate both transactions in parallel where stock permits.

Refund Policy

Where a return is approved, or where a Crafted-to-order or Bespoke piece is cancelled within the 24-hour window, the following applies.

How Refunds Are Issued

Approved refunds are returned to the original method of payment. We do not issue refunds in cash, store credit (unless the connoisseur expressly requests it), or to alternative cards or accounts.

Refund Timelines

• The atelier inspects every returned piece on receipt and confirms approval or any deductions within 5 business days
• Approved refunds are released to the original payment method within 10 business days of approval
• Processing time on the bank or card issuer's side is in addition to the above and is typically 3–10 further business days

Should more than 15 business days have passed since the atelier confirmed approval and the refund has not appeared, please contact info@siraecasa.com with your order reference.

Deductions

The atelier reserves the right to deduct from a refund:

• The value of any handling charges originally borne by SIRAE Casa for GCC dispatch, where the order is being unwound
• Reasonable restocking and reconditioning where a returned piece is not in the condition described in the Return Policy
• Any duties or taxes already paid on the connoisseur's behalf and not recoverable from the receiving authority

Where a piece is returned in unsellable condition, the atelier reserves the right to decline the refund and return the piece to the connoisseur at their cost.

Cancellation of Crafted-to-Order and Bespoke

• Within 24 hours of payment: full refund of all monies paid
• After 24 hours, before completion: deposit retained, no further balance due
• After completion, before dispatch: the piece is held for the connoisseur for 30 calendar days; thereafter the atelier may exercise discretion to retain the full payment

VAT and Currency

All prices on siraecasa.com are displayed in UAE Dirhams (AED) and are inclusive of 5% Value Added Tax under UAE Federal Decree-Law No. 8 of 2017. Refunds are issued in AED. Currency conversion charges or exchange rate fluctuations on GCC card payments are the responsibility of the connoisseur's issuing bank.