Version: 1.0 — Effective: 15 December 2025 — Last updated: 15 December 2025
1. Privacy Policy (For Customers)
Applies to: All customers who create an account or shop on myJewlex (the “Platform”).
Definitions
- “myJewlex”, “we”, “us”, “our”: MYJEWLEX PORTAL, the platform operator.
- “Customer”, “you”, “your”: the individual who creates an account or purchases through the Platform.
- “Store”: a third-party seller listing and selling products on the Platform.
1.1 Scope & Purpose
This Privacy Policy explains how myJewlex collects, uses, shares, and protects your personal information when you create an account, browse products, place orders, or interact with our platform. It also sets out your rights under UAE law and how you can exercise them.
1.2 Information We Collect
- Account & Identity: Full name, mobile number, email address, Emirates ID or passport (if required by law).
- Order Data: Product details, billing address, shipping address, payment method (card/bank info processed only via authorized payment gateway).
- Device/Usage: IP address, browser type, cookies, crash logs, session history.
- Payment: All payments are processed by myJewlex’s authorized payment partners. We do not store card details.
1.3 Use of Customer Data
We use your data for:
- Creating and managing your account.
- Processing orders, payments, deliveries, and returns.
- Customer support and dispute resolution.
- Sending order updates, service messages, and (where consented) marketing.
- Legal and regulatory compliance (VAT, AML, consumer protection).
1.4 Sharing & Disclosure
- With payment partners for secure checkout.
- With logistics providers for insured delivery and returns.
- With stores (limited order-related details only).
- With regulatory/legal authorities where required by UAE law.
We never sell customer data.
1.5 Cookies & Analytics
We use cookies for secure login, analytics, and (with consent) personalized marketing. You can manage cookie preferences in your browser settings.
1.6 Security
We apply encryption, access controls, and audits to safeguard your data. However, no online system is 100% secure; customers should also protect their login credentials.
1.7 Retention
- Order & transaction records: retained for minimum 5 years (as required by UAE law).
- Session/analytics logs: 12–24 months, aggregated thereafter.
1.8 Customer Rights
- Access, correct, or update your personal data.
- Request deletion (where legally permissible).
- Opt-out of marketing at any time.
- Contact: privacy@myjewlex.com
1.9 International Data Transfers
We may store or process your data outside the UAE (for example, with our cloud or payment partners). When we do, we sign legal agreements that require those partners to keep your data secure, use it only to provide the service, and protect it to standards comparable to UAE law.
1.10 Governing Law
This Privacy Policy is governed by the laws of the UAE (Dubai jurisdiction).
2. Terms & Conditions (Customer Agreement)
2.1 Acceptance of Terms
By creating an account or making a purchase, you agree to be bound by these Terms and all referenced policies.
2.2 Account Creation & Eligibility
- You must be at least 18 years old to register.
- You must provide valid details (name, phone, email, shipping address).
- Accounts may be suspended if fraudulent, misleading, or abusive activity is detected.
2.3 Orders & Payments
- Prices include VAT where applicable.
- Payments are processed securely via authorized payment partners.
- myJewlex does not store your card details.
- Order confirmation is subject to successful payment authorization.
2.4 Fulfilment & Delivery
Order Acceptance & Availability
Orders placed on the platform are subject to stock availability and verification.
An order may be cancelled before dispatch if:
- the product is out of stock or unavailable,
- it fails final quality control checks,
- there is an error in pricing, description, or certification,
- delivery to your location cannot be serviced,
- legal or regulatory restrictions apply, or
- circumstances beyond our control (e.g., courier delays, customs restrictions, or force majeure events).
In such cases, you will be notified promptly, and a full refund will be issued to your original payment method.
Dispatch & Delivery Timelines
- Ready-for-sale items are typically dispatched within 2 business days, unless otherwise stated at checkout.
- Estimated delivery dates are provided at checkout and may vary depending on courier capacity, your location, and other operational factors.
Delivery Process
- All deliveries are ID-verified (Emirates ID, passport, or equivalent) and may also require OTP or e-signature for confirmation.
- Orders are shipped in tamper-evident, insured packaging. Customers must check the packaging seal at the time of delivery.
- If the seal is broken or tampered with, you may reject the delivery and report the issue to myJewlex support immediately.
Risk & Ownership
- Risk of loss or damage transfers to you once delivery is confirmed (via ID/OTP/e-signature).
- Ownership of the product passes to you only after full payment is received and delivery is successfully confirmed.
Failed Deliveries
- If you are unavailable during delivery, the courier will attempt re-delivery or contact you to reschedule.
- If delivery fails after reasonable attempts, the order may be cancelled and refunded (excluding non-refundable logistics or processing fees).
Partial Deliveries
In some cases, orders may be delivered in multiple shipments if sourced from different stores. You will be informed if this applies.
No Substitutions
Products will never be substituted without your express consent.
2.5 Cancellations
- Customer: Orders can be cancelled before dispatch.
- myJewlex/Store: Orders may be cancelled if products are unavailable or fail QC.
2.6 Returns & Refunds
Refunds: Only for defective or wrong items, reported at the time of delivery, and only if unused, with all tags intact and required documents (Tax Invoice, authenticity certificate, hallmark/purity card, warranty card if applicable).
Please note: For coins and bars (gold, silver, platinum, or palladium), a refund is only possible for wrong or defective items reported at delivery, and only if the original sealed packaging/assay card is intact (do not break the seal). Any opening, tampering, or damage after delivery voids refund eligibility.
Refund method: Once approved, refunds are returned to the original payment method (card/bank/wallet) and typically appear within 5–10 business days; they cannot be sent to a different account.
2.7 Exchanges
Who handles it: After delivery is accepted, exchanges are managed directly between you and the Store. myJewlex is not a party to post-delivery exchanges.
Window: Within 30 days of delivery.
Documents: Original Tax Invoice and all documents provided at delivery (e.g., authenticity/grading certificate, hallmark/purity card, warranty card if applicable).
Condition: Item must pass Store inspection (no damage, breakage, missing stones, alteration, or tampering).
Valuation (standard across myJewlex):
- Gold: Exchange value is based on the prevailing market rate applied to the net weight of gold, with deductions for making charges and stone weight/charges.
- Diamonds/Gems: 75% of the original invoice value (excluding taxes).
- Silver/Other metals: Not eligible for exchange or buyback.
Form: Item-for-item only. Any difference is paid/credited at the Store. No cash refunds from exchanges.
Disputes: Exchange disputes are resolved with the Store. myJewlex may review policy compliance but does not re-value items.
2.8 Customer Responsibilities
- Use the platform lawfully and respectfully.
- Do not misuse the platform for fraud, abuse, or prohibited activities.
- Reviews must be genuine and not misleading or abusive.
2.9 Liability & Limitations
- myJewlex provides a trusted marketplace but does not manufacture or certify products.
- Product authenticity, certificates, and quality are the responsibility of the selling Store.
- myJewlex’s liability is limited to the extent permitted by UAE law.
2.10 Suspension & Termination
Accounts may be suspended or terminated if you engage in fraud, abuse, or breach these Terms.
2.11 Governing Law & Disputes
- This Agreement is governed by UAE law (Dubai jurisdiction).
- Disputes will be resolved through arbitration in Dubai under UAE arbitration rules.
2.12 Changes
myJewlex may update this Policy from time to time to reflect legal, operational, or platform changes. Updates will be published on the myJewlex platform. Continued use of the platform and making purchases after changes are published will be deemed acceptance of the updated Policy.
Contact & Notices
Document Status
This document outlines platform policies for Customers using myJewlex. It does not replace your statutory rights under UAE consumer law, which prevail in case of conflict.
