Terms & Conditions

1. Company Information

Legal entity

ZIYA GOLD TRADING L.L.C

Legal form

Limited Liability Company (LLC)

Trade licence number

975444

Commercial register number

1598571

Licensing authority

Dubai Department of Economy and Tourism

VAT registration number (TRN)

100496290600003

Registered address

Shop 5, Deira Waterfront Properties 1 LLC, Al Ras, Dubai, United Arab Emirates

P.O. Box

1015

Customer support

support@ziyo.co

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding agreement to place an order. A person under 18 may use the website or purchase only with the involvement and consent of a parent or legal guardian.

You are responsible for ensuring that all information supplied during registration, checkout and delivery is complete, accurate and current.

3. Products and Product Information

ZIYO.co offers jewellery made from materials stated on the relevant product page, which may include 925 sterling silver, 14KT gold, 18KT gold, natural diamonds, precious gemstones and other jewellery materials.

We take reasonable care to ensure that descriptions, images, prices, metal purity, stone information, measurements and other specifications are accurate. However:

• Product colours and appearance may vary slightly because of photography, lighting and screen settings.
• Natural diamonds and gemstones may have individual variations in colour, inclusions, pattern, size and appearance.
• Handmade and custom-made jewellery may have minor variations consistent with individual craftsmanship.
• Product weights, dimensions and carat weights may be approximate and subject to reasonable manufacturing tolerances.
• Packaging may occasionally differ from the presentation shown without affecting the product itself.

The specifications stated on the product page and in the final order confirmation apply to the purchase. A jewellery or diamond certificate will be supplied only when the product page, invoice or order confirmation expressly states that certification is included. Individual melee or small diamonds may not carry separate certificates.

Nothing in this section limits your rights where a product is materially different from its confirmed description.

4. Prices and VAT

Prices are displayed in the currency shown on the website. UAE prices include VAT at the applicable rate unless expressly stated otherwise. Delivery charges and any other applicable costs will be displayed before the order is submitted.

Jewellery prices may change because of movements in gold, silver, diamond, gemstone, currency, manufacturing and other market costs. A price change will not affect an order after it has been accepted by us.

For weight-based, custom-made or specially sourced jewellery, the final price will be stated in the quotation or order confirmation.

If a product is displayed at an incorrect price because of a genuine typographical, technical or system error, we will contact you before accepting or fulfilling the order. You may confirm the corrected price or cancel the affected order for a full refund of the amount paid.

5. Orders and Acceptance

Submitting an order constitutes an offer to purchase from ZIYO.co. An automated acknowledgement confirms that we have received your order but does not necessarily mean that it has been accepted.

An order is accepted when we issue an express order confirmation, confirm that custom production has started or dispatch the product, whichever occurs first.

Before accepting an order, we may decline or place it on hold where:

• A product or required material is unavailable.
• Payment cannot be authorised or verified.
• A genuine price or product-information error has occurred.
• Delivery cannot be completed to the supplied location.
• Additional identity or payment verification is reasonably required.
• We reasonably suspect fraud, misuse or an unlawful transaction.
• Accepting the order would breach an applicable legal or regulatory obligation.

If we cannot accept an order for which payment has been collected, the relevant amount will be refunded through the original payment method.

6. Payment Methods

Subject to availability at checkout, ZIYO.co accepts:

• Credit and debit cards
• Apple Pay
• Google Pay
• Tabby
• Tamara
• Online order with payment completed at an eligible Ziya Gold Trading LLC store

Cash on Delivery is not currently available.

Third-party payment and instalment services are subject to the provider's eligibility checks, limits, charges, terms and privacy practices. ZIYO.co does not control a payment provider's approval decision.

We may conduct reasonable identity, payment and anti-fraud checks before accepting or fulfilling an order. You must not use a payment method unless you are authorised to do so.

7. Order Online and Pay at Store

Where the pay-at-store option is offered, a minimum advance payment of 50% of the order value must be paid online to confirm the order. The remaining balance must be paid at the selected eligible store before the jewellery is handed over.

The available collection location and estimated readiness date will be shown at checkout or communicated in the order confirmation. Identification, the order confirmation and proof of advance payment may be required at collection.

Cancellation or refund of an advance will depend on the product status, whether sizing, sourcing, customisation or production has begun, the terms communicated with the order and applicable UAE law.

8. Custom-Made and Personalised Jewellery

Custom-made jewellery includes products designed, engraved, resized, altered, manufactured or specially sourced according to your instructions.

A minimum advance payment of 50% of the confirmed custom-order value is required before work begins. The quotation or custom-order confirmation will state the applicable design or CAD fee, specifications, payment schedule and estimated completion date.

The estimated production period is generally 7 to 21 working days after receipt of the required advance and final design approval. Complex designs, special stones, sourcing requirements or circumstances beyond our reasonable control may require additional time. Any material change will be communicated to you.

You must carefully check names, dates, spelling, measurements, ring sizes, engravings, metal, stones and all other specifications before approving a design, CAD, sketch or render. Your written or electronic approval authorises us to manufacture the jewellery according to those approved details.

Once the final design has been approved or production has begun:

• The order cannot be cancelled or exchanged because of a change of mind.
• Design or CAD fees are non-refundable.
• Costs already incurred for materials, sourcing, labour and production are non-refundable.
• Additional changes may result in further charges and a revised completion date.

These restrictions do not apply where the completed jewellery has a confirmed manufacturing defect or is materially different from the approved design.

You must have permission to use any image, logo, artwork or design supplied to us. We may refuse to reproduce third-party jewellery designs, trademarks or other protected content without appropriate authorisation.

9. Pre-Orders

A pre-order reserves a product before it is ready for standard dispatch. Any estimated production, release or delivery date is provided in good faith and may change because of manufacturing, sourcing, quality-control or logistics requirements.

If a pre-order is materially delayed, we will notify you and explain the available options in accordance with the order type and applicable law. Custom-production costs already incurred will remain subject to Section 8.

10. Delivery Within the UAE

ZIYO.co delivers across the United Arab Emirates.

Available delivery methods, charges and estimated timelines will be displayed at checkout or communicated before order confirmation. Delivery dates are estimates unless expressly confirmed as guaranteed.

You are responsible for providing a complete and accurate delivery address and contact details. Additional costs reasonably incurred because of an incorrect address, repeated failed delivery or an uncollected shipment may be charged after being communicated to you.

For security, the courier may request a delivery OTP, signature, order confirmation or identification. Delivery to you or a person authorised to receive the parcel at the stated address will constitute completed delivery.

Responsibility for the product transfers to you only after it has been delivered to you or your authorised recipient.

11. Delivery to India

Delivery to India is currently available only for custom-made jewellery orders accepted by ZIYO.co.

Eligible India orders will be sourced and fulfilled through our India-based unit. Customers will not be charged import taxes on these locally fulfilled orders. The price, available payment methods, production period and delivery terms will be confirmed before the custom order is accepted.

Delivery to other international destinations is not currently available unless that destination is expressly offered at checkout or confirmed by ZIYO.co in writing.

12. Inspection and Delivery Issues

Please inspect the parcel and jewellery as soon as reasonably possible after delivery or collection.

If a product arrives damaged, incomplete, defective or different from the confirmed order, contact support@ziyo.co promptly and provide:

• The order number.
• A description of the issue.
• Clear photographs or video of the jewellery.
• Photographs of the packaging and delivery label where relevant.
• Any other information reasonably required to assess the issue.

Reporting visible courier damage within 48 hours helps us investigate the issue. This reporting request does not remove any mandatory consumer rights available under applicable law.

13. Seven-Day Exchange

Eligible ready-made jewellery may be exchanged within 7 calendar days from the date of delivery or store collection at 100% of its original invoice value.

This is an exchange facility and not a cash, card or bank refund for change of mind. The replacement jewellery must be of an equal or higher value. If it is of a higher value, you must pay the difference.

To qualify, the jewellery must:

• Be unworn and unused, except for reasonable inspection.
• Be unaltered, undamaged and in its original sale condition.
• Retain all original tags and seals.
• Be returned with the original invoice or valid proof of purchase.
• Include the original certificate, packaging, accessories and complimentary gifts, where supplied.
• Pass ZIYO.co's quality inspection.

The seven-day exchange does not apply to:

• Custom-made or made-to-order jewellery.
• Personalised or engraved jewellery.
• Jewellery resized or altered at the customer's request.
• Products damaged, worn or repaired after delivery.
• Earrings or other hygiene-sensitive products where the hygiene seal has been removed, where applicable.
• Complimentary gifts or promotional items as standalone exchange items.

If an order that included a complimentary gift is exchanged, the gift must also be returned unused with its original packaging where requested.

These exclusions do not affect your rights where jewellery is defective, damaged, incomplete, incorrectly supplied or materially different from its confirmed description.

14. Exchanges After Seven Days

Jewellery may be eligible for exchange after the initial seven-day period under ZIYO.co's exchange programme in force at the time of the request.

Any later exchange is subject to product eligibility, verification of the original invoice, physical quality inspection, metal and stone assessment and the separate terms and valuation applicable to that programme. The original invoice value is not automatically guaranteed after the seven-day period.

ZIYO.co will communicate the applicable exchange value and conditions for your approval before completing the later exchange.

15. Refunds

ZIYO.co does not provide a cash or payment-method refund solely for a change of mind where the seven-day exchange facility applies.

A refund will be provided where required by applicable UAE law, including where an eligible remedy for a confirmed defect, incorrect supply, material non-conformity or qualifying failure cannot reasonably be completed by repair or replacement.

Approved refunds will ordinarily be issued through the original payment method. Processing time may vary depending on the bank, card issuer or payment provider.

16. Manufacturing Defects and After-Sales Support

ZIYO.co will assess reported manufacturing defects and provide repair or replacement where the defect is confirmed and such remedy is required under applicable law. A refund will be provided where required by law.

A manufacturing defect does not ordinarily include:

• Normal wear and tear.
• Scratches, dents or changes resulting from ordinary use.
• Damage caused by impact, pulling, crushing, misuse or improper storage.
• Damage caused by exposure to chemicals, perfumes, cosmetics, chlorine or unsuitable cleaning products.
• Loss, theft or accidental damage.
• Repairs, resizing or alterations performed by an unauthorised third party.
• Natural variations or inclusions in diamonds and gemstones.
• Tarnishing or oxidation consistent with the nature of silver.
• Failure to follow reasonable jewellery-care instructions.

We may inspect the jewellery to determine the cause of the issue. If the issue is not a confirmed manufacturing defect, we may offer a paid repair after communicating the estimated cost and timeline and receiving your approval.

Nothing in this section limits any mandatory consumer protection available under UAE law.

17. Promotions, Discount Codes and Complimentary Gifts

Promotions, discount codes, launch offers, competitions, giveaways and complimentary gifts may have separate eligibility conditions, dates, purchase thresholds, limits and exclusions.

Unless the specific promotion states otherwise:

• Promotions cannot be combined.
• A code has no cash value.
• Only one redemption is allowed per qualifying customer or order.
• Gifts and promotional stock are subject to availability.
• A qualifying gift must be returned unused if the underlying order is cancelled, refunded or exchanged where requested.
• A promotion affected by a genuine publication error, fraud or misuse may be corrected or withdrawn before the affected order is accepted.

Product-specific or campaign-specific terms prevail over this general section where they differ.

18. Accounts and Website Security

You are responsible for maintaining the confidentiality of your password, OTP and account information. Notify us promptly if you believe your account has been accessed without authorisation.

We may reasonably suspend or restrict an account while investigating suspected fraud, security incidents, unlawful conduct or material misuse of the website.

19. Acceptable Use

You must not:

• Use the website for an unlawful or fraudulent purpose.
• Interfere with the security or operation of the website.
• Introduce malware or harmful code.
• Collect website or customer data without authorisation.
• Use automated systems to scrape, copy or overload the website.
• Impersonate another person or submit false or misleading information.
• Copy or commercially exploit website content without written permission.

20. Intellectual Property

All website content, including the ZIYO name, logos, jewellery concepts, product images, videos, graphics, text, packaging, layouts and software, is owned by or licensed to ZIYA GOLD TRADING L.L.C and is protected by applicable intellectual-property laws.

You may use the website only for personal, non-commercial shopping purposes. Content may not be reproduced, modified, distributed, sold or commercially exploited without prior written permission.

21. Reviews and Customer Content

If you submit a review, photograph, video or other content, you confirm that it is genuine, lawful and does not infringe another person's rights.

You grant ZIYO.co a non-exclusive, royalty-free permission to display and reproduce submitted content for website, customer-service and marketing purposes, subject to applicable privacy law and any permissions separately agreed with you.

We may remove content that is unlawful, abusive, misleading, unrelated or infringes third-party rights.

22. Privacy and Communications

Personal information is processed in accordance with our Privacy Policy and applicable data-protection law.

Marketing communications are optional. You may unsubscribe through the method included in the communication. We may still send necessary transactional messages relating to an order, payment, delivery, security matter or support request.

23. Third-Party Services

The website may use payment providers, instalment providers, couriers and other third-party services. Their services may be governed by separate terms and privacy practices.

Nothing in this section limits any legal responsibility that ZIYO.co has for parties used to fulfil an accepted customer order.

24. Liability

ZIYO.co remains responsible for obligations that cannot legally be excluded or limited, including applicable consumer-protection obligations.

To the extent permitted by law, we are not responsible for losses caused solely by:

• Incorrect information supplied by the customer.
• Unauthorised use of a customer's account or payment method where not caused by our failure.
• Failure to follow reasonable product-care instructions.
• Events outside our reasonable control.

Nothing in these Terms excludes liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.

25. Events Outside Our Reasonable Control

We will not be considered in breach where performance is delayed by an event outside our reasonable control, including natural disaster, government restriction, transport disruption, supplier interruption, war, civil disturbance, cyber incident or telecommunications failure.

We will take reasonable steps to reduce the impact, notify affected customers and provide remedies required by applicable law.

26. Complaints and Dispute Resolution

Please contact us first so that we can attempt to resolve your complaint promptly.

Email

support@ziyo.co

Address

ZIYA GOLD TRADING L.L.C, Shop 5, Deira Waterfront Properties 1 LLC, Al Ras, Dubai, United Arab Emirates

These Terms and purchases made through ZIYO.co are governed by the laws of the United Arab Emirates. Any unresolved dispute will be subject to the competent courts of Dubai, United Arab Emirates, unless mandatory law requires another competent forum.

Nothing in this section prevents a consumer from contacting the Dubai Department of Economy and Tourism, the UAE Ministry of Economy and Tourism or another competent consumer-protection authority.

27. Changes to These Terms

We may update these Terms to reflect changes in our products, services, policies or legal obligations. The updated version will be published with a revised "Last updated" date.

Changes will apply prospectively and will not alter an order already accepted unless required by law or agreed with you.

28. Severability

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply. The affected provision will be interpreted or replaced only to the extent necessary to make it lawful and enforceable.

29. Language

These Terms may be published in Arabic and English. If there is any inconsistency, the Arabic version will prevail to the extent required or permitted by UAE law.

30. Contact Us

For questions concerning these Terms, an order, exchange or after-sales support, contact:

Brand

ZIYO.co

Owned and operated by

ZIYA GOLD TRADING L.L.C

Trade Licence No.

975444

VAT TRN

100496290600003

Email

support@ziyo.co

Address

Shop 5, Deira Waterfront Properties 1 LLC, Al Ras, Dubai, United Arab Emirates