CANCELLATION POLICY
At Haq Chain, every piece of jewellery is prepared with care, precision, and the highest standards of craftsmanship we've upheld since 1982. Because gold and diamond jewellery involves fluctuating market rates, certified materials, and in many cases custom work, we've designed our cancellation policy to be fair to our customers while protecting the integrity of every order we craft. Please read the terms below carefully before placing an order.
1. Cancellation Window
- Orders for ready-to-ship/in-stock jewellery can be cancelled free of charge within 24 hours of placing the order, provided the item has not yet been dispatched.
- Once your order has been packed and handed over for shipping, we're no longer able to cancel it — but you're welcome to explore our Exchange Policy for options once it arrives.
- Cancellation requests must be submitted through your account order history, WhatsApp, or by contacting our customer care team directly (details below).
2. Made-to-Order & Customized Jewellery
- Jewellery that is custom-designed, resized, engraved, or made to order cannot be cancelled once production has begun, as gold and stones are sourced and set specifically for that order.
- A cancellation request for a made-to-order piece is only accepted before production starts. Once confirmed by our team, any advance payment made will be refunded as per our Make-to-Order Policy.
- For full details on customized orders, please refer to our Make-to-Order Policy.
3. Advance Payments & Booking Amounts
- Orders placed with an advance/booking payment (common for bridal sets and high-value pieces) may only be cancelled within the window specified at the time of booking.
- Advance payments on cancelled orders will be refunded in accordance with Section 4 below, minus any non-recoverable costs already incurred (e.g. hallmarking, certification, or stone-setting charges), where applicable.
4. Refunds on Cancelled Orders
- Approved cancellations are refunded to the original payment method within 7–10 working days.
- For Cash on Delivery orders, refunds (where applicable) are processed via bank transfer once account details are shared with our customer care team.
- Since gold and diamond prices are subject to daily market fluctuation, refund amounts are based on the price locked in at the time of order confirmation, not the rate on the day of cancellation.
5. Orders That Cannot Be Cancelled
- Once dispatched or out for delivery.
- Custom, engraved, resized, or made-to-order pieces once production has started.
- Items purchased during clearance, discounted, or final sale promotions — though if you receive a defective piece, our Exchange Policy has you covered.
6. Order Modifications
- If you wish to change the size, design, or engraving details of an order instead of cancelling it, please contact us as soon as possible. Modifications are only possible before an order enters production or dispatch.
7. How to Request a Cancellation
You can request a cancellation through any of the following:
- Your Haq Chain account, under Order History
- WhatsApp or call: UAN 041 111 786 999
- Email: care@haqchain.com
Our customer care team is available: Monday to Sunday: 11:00 AM – 08:00 PM; Friday: 12:00 PM – 05:00 PM
8. Policy Updates
Haq Chain reserves the right to update or revise this Cancellation Policy at any time. Any changes will be reflected on this page with an updated effective date.
