Store Privacy Policy, Terms & Conditions, and Returns Policy

Applies to: All jewellers/stores onboarded to sell on myJewlex (the “Platform”).

Definitions

• “myJewlex”, “we”, “us”, “our”: MYJEWLEX PORTAL, the platform operator.
• “Store”, “you”, “your”: the jeweller or legal entity onboarded to list and sell products on the Platform.
• “Customer”: the individual purchasing products through the Platform.

1.1 Scope & Purpose

This Privacy Policy sets out how myJewlex collects, uses, discloses, and protects Store information provided during onboarding, listings, transactions, and platform usage. It also explains your rights, how to exercise them, and our legal obligations under UAE law.

1.2 Information We Collect

• Onboarding/KYC/KYB: trade licence, MoA/UBO declaration, authorised signatory ID/passport, VAT certificate, IBAN letter, address proof.
• Operational Data: listings, product details, order and settlement history, SLA compliance.
• Device/Usage: IP address, browser, cookies, crash logs, session activity.
• Financial/Payouts: Each Store will have a payout account registered with myJewlex’s authorized payment partner. All customer payments will be collected securely through the payment gateway integrated with the myJewlex platform. myJewlex does not store card data. Store payouts will be processed after customer confirmation and deduction of agreed commission/fees.

1.3 Use of Store Data

We use your data for:

• Account creation and KYC compliance.
• Managing listings, orders, settlements, and myJewlex-arranged logistics.
• Coordinating returns, exchanges, and claims.
• Monitoring SLA compliance and platform performance.
• Sending service notifications and (where consented) marketing to Store admins.
• Legal/regulatory compliance (AML, VAT, consumer protection).

1.4 Sharing & Disclosure

• With logistics partners for pickup and insured delivery.
• With myJewlex’s authorized payment partner(s) for settlements and payout processing.
• With legal/regulatory authorities where required.
• With analytics providers (aggregated, anonymised where possible).

We never sell Store personal data.

1.5 Cookies & Analytics

We use cookies for login, security, analytics, and optional marketing. Stores may opt-out of marketing cookies, but essential cookies remain.

1.6 Security

We use encryption, role-based access, and audits. However, no system is 100% secure. Stores must safeguard portal access credentials.

1.7 Retention

• KYC/KYB & settlement data: retained for 5 years minimum.
• Logs/analytics: 12–24 months, aggregated thereafter.

1.8 Store Rights

• Access, update, correct, or request deletion (where legally permissible).
• Opt-out of marketing at any time.
• Contact: privacy@myjewlex.com

1.9 International Transfers

Data may be processed outside the UAE by vetted providers, subject to contractual safeguards.

1.10 Governing Law

This Privacy Policy is governed by the laws of the UAE (Dubai jurisdiction).

Version: 1.0  |  Effective: ___

2.1 Parties & Acceptance

These Terms are a binding agreement between the Store and myJewlex. By onboarding, listing products, or fulfilling orders, the Store accepts these Terms and all referenced policies.

2.2 Eligibility & Onboarding

Stores must provide valid KYC/KYB documents, trade licence, VAT certificate (if applicable), UBO declaration, authorised signatory ID/passport, and verified UAE payout account (IBAN). Stores must also complete onboarding with myJewlex’s authorized payment partner to enable settlements.

myJewlex may suspend accounts or withhold payouts if documents are invalid, expired, or risk flags exist.

2.3 Product Listings & Standards

• Authenticity: Only genuine, lawfully sourced jewellery.
• Disclosure: Purity, weight, stone type (natural/lab), treatments, certificates.
• Images: Must represent actual item or faithful model.
• Prohibited: Counterfeits, infringing goods, unsafe or restricted items.
• Accuracy: Titles, prices, and descriptions must be correct.

2.4 Pricing & Taxes

• Product Detailed Price must include all charges (metal, making, stone, VAT if applicable).
• Store is responsible for issuing Tax invoices where required.
• No hidden charges or post-checkout add-ons.

2.5 Orders & Fulfilment (myJewlex Logistics)

• Acknowledgement: Within 1 business day.
• Ready-to-ship items: ≤ 2 business days.
• Pickup: myJewlex arranges insured pickup from Store.
• Risk Transfer: from Store → myJewlex at courier pickup scan; myJewlex → Customer at ID-verified delivery.
• Packaging: Store must pack securely (jewellery box, cushioning, tax invoice, certificates, tamper seal).

2.6 Cancellations

• Customer: Allowed before dispatch.
• Store: Only for QC failure, stock/pricing errors. Excessive cancellations may incur penalties.

2.7 Returns, Exchanges & Buyback

• Refunds: Only for defective or wrong items, reported at the time of delivery, and only if unused, tags intact, and documents included (Tax Invoice, Certificate etc)
• Exchanges (Store-managed):
  • Who handles it: After delivery is accepted, exchanges are managed directly between the customer and the Store. myJewlex is not a party to post-delivery exchanges.
  • Window: Within 30 days of delivery.
  • Documents: Customer must present the Tax Invoice and relevant documents originally 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 method (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 of exchange: Item-for-item only. Any difference is paid/credited at the Store. Exchanges do not create cash refunds.
  • Disputes: Any exchange disputes are to be resolved with the Store. myJewlex may review policy compliance but does not re-value items.

2.8 Payments, Refunds & Settlements

• Payment collection: Customer pays myJewlex via an authorised payment partner. myJewlex does not store card details.
• Payout trigger: Funds are held by myJewlex and released only after the customer confirms delivery/acceptance.
• Payout timing: Within 2–7 business days after delivery confirmation.
• Settlement method: Paid to the Store’s verified UAE IBAN, net of myJewlex commissions/fees and any prior approved adjustments.
• Refunds at delivery (defective/wrong item): If the item is defective or not as ordered at the time of delivery, myJewlex cancels the order and refunds the customer in full to the original payment method. The Store will not receive payout for that order. myJewlex will arrange return logistics; related logistics and any non-refundable processing fees may be passed through to the Store as per the Store SLA.
• Exchanges (post-delivery): After delivery is accepted, exchanges are handled directly between the customer and the Store under the Exchange Policy. Exchanges do not create myJewlex refunds or settlement adjustments.
• Chargebacks: Where a chargeback arises from Store misrepresentation, defect, or non-compliance, myJewlex may pass through chargeback/processing fees and withhold payouts pending resolution, in line with the Store SLA.
• Risk & compliance holds: myJewlex may temporarily hold payouts for risk review and compliance with KYC/AML obligations or suspected fraud, per the Store SLA.
• Tax invoices: The Store is responsible for issuing Tax Invoices where required and for its VAT obligations.
• Statements: myJewlex will provide payout statements for Store reconciliation.

2.9 Customer Communication

• Order & Delivery Stage: All customer communication regarding order status, delivery, returns, or refunds must flow through myJewlex. Stores must not contact customers directly during this stage to avoid confusion or conflicting information.
• Post-Delivery Stage: Once delivery is confirmed, Stores may engage directly with customers (e.g., for after-sales service, future purchases, or collaborations), provided:
  • The customer has given clear consent, and
  • Communication is professional and in line with myJewlex’s code of conduct.
• Data Protection: Stores must not use customer details for unsolicited marketing or share them with third parties. Any misuse may result in suspension of the Store’s account.

2.10 Reviews & Content

• Stores must not manipulate reviews (e.g., posting fake reviews or offering incentives in exchange for positive reviews).
• Reviews are managed by myJewlex and will remain visible except in cases of policy violation (e.g., abusive, defamatory, or irrelevant content).
• By uploading product images, descriptions, or other content, Stores grant myJewlex a non-exclusive, royalty-free right to use, edit, and format such content for marketing and promotional purposes (e.g., platform banners, ads, or social media).

2.11 Compliance

• Stores are responsible for ensuring that all products displayed and sold through myJewlex comply with applicable UAE laws and regulations (including hallmarking/purity standards, e-commerce and advertising rules, AML/KYC, and consumer protection requirements).
• Stores must issue valid Tax Invoices and maintain related transaction records for at least 5 years, as required by law.
• myJewlex provides the platform and does not check or certify Store compliance for listed products. Each Store is solely responsible for ensuring that its listings and sales on myJewlex comply with applicable UAE laws.
• Non-compliant listings may be suspended or removed by myJewlex to protect platform integrity and customer trust.

2.12 Indemnity & Limitation

• Stores shall indemnify and hold harmless myJewlex, its directors, and employees against any claims, damages, or expenses arising from Store listings, product authenticity, intellectual property rights, or product defects.
• To the maximum extent permitted by law, myJewlex’s liability (if any) to a Store is limited to the total commission/fees received from that Store in the 3 months prior to the claim.

2.13 Suspension & Termination

• Suspension: myJewlex may suspend or restrict a Store’s access in cases of fraud, repeated SLA breaches, unsafe or non-compliant goods, or failure to meet KYC/AML requirements.
• Termination: Either party may terminate this agreement with 30 days’ written notice.
• Survival of obligations: Termination does not affect any ongoing obligations, including pending deliveries, refunds, or payments due.

2.14 Governing Law & Disputes

• Law: This Policy is subject to the laws of the United Arab Emirates, with Dubai as the governing jurisdiction.
• Disputes: Any disputes relating to the use of the myJewlex platform by Stores will be handled through confidential arbitration in Dubai, under UAE arbitration rules. Intellectual property matters may be referred to the Dubai courts.

2.15 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 listing of products after changes are published will be deemed acceptance of the updated Policy.

For Store support and operational notices: support@myjewlex.com

For privacy queries: privacy@myjewlex.com

Security/vulnerability reports: security@myjewlex.com

This page outlines platform policies for Stores using myJewlex. It does not replace any signed onboarding agreement/SLA; if there’s a conflict, the signed agreement prevails.

Versioning
Version: 1.0 • Effective: 15 December 2025 • Last updated: 13 Apr 2026