Return Policy

Refunds and returns policy

Committed to customer satisfaction, we have a clear return policy as follows

  • Initiating a Return: All returns must be initiated within fourteen (14) days of receipt of your order. Items must be in original, unused condition. You must inform us of your intention to return within the first two days of receiving the shipment. Then return the product to us within 30 days of delivery. If there is any problem with the product or it arrives damaged, you must inform us within the first 24 hours after receiving it.
  • No refunds for used or damaged items: We will not issue refunds or store credit for merchandise returned in used or customer-damaged condition. Custom made products are not returnable.
  • Shipping Fees: Shipping fees are non-refundable, and the customer is responsible for return shipping costs. If you are returning a product because you changed your mind, the shipping amount, transfer amount and any additional fees will be deducted from the total refund amount.
  • When returning in the case of free shipping, the customer will bear the shipping costs for returning the products. Return shipping is the responsibility of the customer. In the case of free shipping, if the return is due to an error on our part, we will cover all shipping fees, and you will receive a full refund.
  • Customs clearance and taxes: We ship our products by express mail from one of the countries neighboring Yemen to the address provided by the customer. We pay the shipping fees here, but we are not responsible for customs clearance progress, tax fees, and any other fees charged in your country.
  • Refund Processing: If you are entitled to a refund, it will be returned to you as a voucher code immediately for use on another order or back to your original payment method within 30 business days of receipt, except during and after the holiday season, during which processing may take up to Up to 15 business days. Please notify us via email regarding your refund.
  • Product Unavailable: If an error has occurred on our end and the product you ordered is no longer available, we will contact you to offer to upgrade to a higher product at no additional cost. Depending on your decision, we will either send you the upgraded product or give you a full refund.
  • Custom-Made Goods: The right of return does not apply to goods produced, modified or customized to meet the customer's personal orders and requirements. Handmade items are non-refundable.
  • Non-refundable special offers: Special offers, seasonal orders such as occasions, etc., or orders on which special discounts are applied are non-refundable.
  • Minor differences in colors and types: Some customers may find a slight change of 10% or less in the color of the product or its external appearance. This may be due to the colors of the screen used for browsing. Therefore, customers must adjust the screen settings or view the product in another browsing method before placing the order.
  • Cancellation: Customers can cancel their purchase during business days until 6 pm. If the product has not yet been delivered to the courier or is in the process of being prepared, a discount of $10 will be applied to all agate products in the order in exchange for a refund certificate. If some of the products in the order are replaced with other products before the stones are shipped, no amount will be deducted from the customer.
  • Damaged Product: If a damaged product arrives to you, you must reject it and not pick it up from the shipping company upon delivery. In such cases, open an order file with us within 24 hours after delivery. If we determine that the product has been damaged before or during courier transit, we will replace the product and resend it within 7 business days.
  • Returns and Refund Inquiry: For returns and refund inquiries, please send an email to with your order number and registered email address.
  • Pricing Currency: All prices mentioned on the website are in US dollars.
  • Acceptance of Terms: By shopping with us Yemeni agate alaqeeq.comYou confirm your agreement to the above terms and conditions.