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 SIRAE Client Service at info@siraecasa.com or WhatsApp +971 55 886 6180 with your order number. SIRAE will issue collection instructions and arrange transport.

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

Pieces returned without prior authorisation cannot be accepted.

Made-to-Order and Co-Created Pieces

Made-to-order and co-created pieces are made for a single connoisseur, against a confirmed order. They are not eligible for return or refund once production begins.

Before production begins, connoisseurs may cancel a made-to-order or co-created order and receive a full refund of all monies paid, less any bank or payment-processing charges incurred. Once production has begun, the deposit is committed to materials, production scheduling, and hand assembly, and is not refundable. Should the connoisseur choose to discontinue the project after production begins, the deposit is retained; any balance not yet paid is no longer due.

This reflects the material and production commitments made for each made-to-order or co-created piece.

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 SIRAE 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. SIRAE Client Service is available to coordinate both transactions in parallel where stock permits.

Refund Policy

Where a return is approved, or where a made-to-order or co-created piece is cancelled before production begins, 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

• SIRAE 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 SIRAE confirmed approval and the refund has not appeared, please contact info@siraecasa.com with your order reference.

Deductions

SIRAE reserves the right to deduct from a refund:

• The value of any handling charges originally borne by SIRAE 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, SIRAE reserves the right to decline the refund and return the piece to the connoisseur at their cost.

Cancellation of Made-to-Order and Co-Created

• Before production begins: full refund of all monies paid, less bank or payment-processing charges
• After production begins, before completion: deposit retained, no further balance due
• After completion, before dispatch: the piece is held for the connoisseur for 30 calendar days; thereafter SIRAE 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.