Damaged Items & Misuse Policy

At Blancaneza, we take great care to ensure that every jewelry piece is carefully inspected and securely packagedbefore shipping.
This policy explains how to report a damaged item and clarifies which situations are covered and not covered under our policy, in full compliance with UAE Consumer Protection guidelines.

By completing a purchase with Blancaneza, you acknowledge and agree to the terms outlined below.

1. Reporting Damaged Items

If you receive an item that appears damaged upon delivery, you must notify us immediately to ensure your claim is valid.

  • Timeframe to Report:

    • You are required to contact us within 24 hours of receiving your order.

    • Notifications received after 24 hours may not be accepted and will be reviewed case-by-case, at our sole discretion.

  • How to Report:
    Contact us via WhatsApp or email and provide the following:

    • Your order number

    • Clear photos and videos showing:

      • The damaged item

      • The outer packaging

      • The inner packaging

  • Claims Without Evidence:

    • Claims submitted without sufficient visual proof will not be processed.

2. Resolution Process

Once we receive your report and verify the damage:

  • If your claim is approved, we will send a replacement for the same or a similar item, depending on availability.

  • Refunds are not provided under any circumstances, as clearly stated in our store policy.

  • If the provided evidence is unclear, insufficient, or inconsistent, the claim will be denied.

Important:
Blancaneza is committed to replacing items that arrive damaged.
We do not offer repairs or monetary refunds.

3. Misuse of Jewelry – Non-Covered Situations

Our jewelry is designed to be worn with care.
Blancaneza will not cover damage caused by misuse, negligence, or improper handling.

Examples of non-covered situations include, but are not limited to:

  • Improper Handling or Impact

    • Dropping, hitting, or striking the jewelry against hard surfaces.

    • Bending or forcing rings, which can deform the band or loosen stones.

  • Exposure to Harsh Elements

    • Contact with household chemicals, cleaning agents, chlorine, salt water, or other corrosive substances.

  • Incorrect Usage

    • Wearing jewelry during sports, workouts, swimming, or heavy lifting.

    • Wearing rings that are too tight or forcing them on/off, causing stress to the band or settings.

  • Improper Storage

    • Storing jewelry loosely with other pieces, leading to scratches or breakage.

    • Failing to keep jewelry in a safe, dry, and secure location.

Note:
Any damage that is inconsistent with a manufacturing defect will be classified as misuse and is not eligible for replacement.

4. No Lifetime Guarantee

Blancaneza does not offer a lifetime guarantee on any of its products.

  • Jewelry, especially sterling silver and plated pieces, is subject to normal wear and tear over time.

  • Tarnishing, fading, or gradual changes in appearance due to exposure, usage, or lack of care are not covered under this policy.

  • Customers are responsible for proper care and maintenance to preserve the longevity of their jewelry.

Important Reminder:
Normal wear and tear is not considered a manufacturing defect and is not covered for replacement or exchange.

5. Final Decision

Blancaneza reserves the right to determine whether reported damage is due to a manufacturing defect or misuse, in accordance with UAE Consumer Protection guidelines.

  • All decisions made after review are final and binding.

  • By purchasing from Blancaneza, you agree to our policies and understand that some claims may be denied if they do not meet the outlined conditions.

6. Summary of Key Points

  • Report any damage within 24 hours of delivery.

  • Provide clear photos and videos of the item and packaging.

  • Blancaneza offers replacements only, no refunds or repairs.

  • Damage from misuse, negligence, or normal wear and tear is not covered.

  • Blancaneza does not offer a lifetime guarantee.

  • Final decisions are made in compliance with UAE consumer protection laws.