11 Final Sale and Error Policy

11.1 All sales are final. Given the nature of our products, we do not offer returns or exchanges for change of mind, size preference, or style choice. Once an Order is shipped, it is considered a binding contract for a final sale.

11.2 Exceptions for Errors and Defects: You may only return or exchange an item if:
11.2.1 We have shipped an incorrect item or incorrect color;
11.2.2 The item arrived damaged or defective upon delivery.

11.3 Reporting an Issue: If you believe you have received the wrong item or a damaged product, you must notify us within 48 hours of delivery. Please contact us via:
11.3.1 Email: contact@konesseur.com
11.3.2 WhatsApp: +971 58 810 4432
You must provide your Order reference number and clear photographic evidence of the error or damage.

11.4 Verification Process: Upon receiving your report, we will review the evidence. If the error is verified as ours (wrong item/color) or the product is confirmed defective, we will provide instructions for a return or replacement at no additional cost to you.

11.5 Condition of Returned Items: In the event of an approved return due to our error, the Product(s) must be returned in their original packaging, unused, and in the same condition as received. We reserve the right to refuse a return if the product shows signs of use or tampering.

11.6 Shipping Costs:
11.6.1 Original shipping costs are strictly non-refundable under any circumstances.
11.6.2 If a return is required due to our error (wrong item/damage), we will cover the return shipping costs.
11.6.3 For any other circumstances, return shipping is at the customer's expense.

11.7 Bespoke and Personalised Items: Notwithstanding clause 11.2, any items that have been engraved, custom-made or otherwise personalized are strictly non-returnable and non-refundable unless they are functionally defective.

11.8 Refund Processing: If a refund is approved due to an error that cannot be resolved via replacement, the refund will be processed within 14 days to your original payment method, excluding original shipping fees.