Return Policy
DIANA LUXURY — RETURN POLICY
Last Updated: 12 October 2026
- Our Return Policy
At DIANA LUXURY, we want our customers to have a satisfactory shopping experience.
Eligible products may be returned in accordance with this Return Policy, subject to the applicable return window, product condition requirements, evidence requirements, inspection, and other conditions stated below.
This Return Policy applies to purchases made through the DIANA LUXURY website unless a different product-specific policy is expressly stated.
Nothing in this policy is intended to limit any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.
- Return Window
Eligible return requests must be submitted within 72 hours from the recorded date and time of delivery.
The 72-hour period will be calculated from the delivery date and time recorded by the applicable courier or delivery system.
Example:
If an order is delivered on 2 October at 2:00 PM, the return request should be submitted by 5 October at 2:00 PM.
Return requests submitted after the applicable 72-hour period may not be accepted, except where required by applicable law or where DIANA LUXURY agrees otherwise based on the circumstances.
- When Can You Request a Return?
A return may be requested for a genuine product-related issue, including:
- Wrong product received
- Defective product
- Broken product
- Damaged product
- Size or fitting issue
- Another genuine product-related issue materially affecting the product's condition, quality, correctness, size/fit, or conformity with the confirmed order or product specification
Returns are subject to verification and inspection.
A general change of preference, such as simply changing your mind or wanting a different design after purchase, does not automatically qualify as a return.
- Product Condition Requirements
For a normal return or exchange, the product must generally be returned in its original condition.
The product should be:
- Unused and unworn
- In original packaging
- With the original barcode/tag
- With all applicable accessories and components
- With applicable cards, pouches, boxes, certificates, or other inclusions
- Free from customer-caused damage
- Free from alteration or modification
- Free from signs of intentional damage or misuse
The product must not have been tampered with or altered after delivery.
- Barcode and Tag Requirements
The original barcode/tag is an important part of the product identification and verification process.
Customers must not:
- Remove the barcode/tag
- Cut or damage the barcode/tag
- Alter the barcode/tag
- Reattach a removed barcode/tag
- Attempt to remove or replace the barcode/tag
Tampering with the barcode/tag may affect return, exchange, refund, warranty, or verification eligibility, subject to applicable law.
- Returns of Worn or Used Jewellery
Normal returns or exchanges are generally not available once jewellery has been worn or used.
For example, a return may not normally be accepted merely because:
- You did not like the design after wearing it
- You want a different design after wearing it
- You want a different fitting after wearing it
- You changed your mind after using the product
However, a genuine manufacturing defect discovered after wearing the product will not automatically be treated as ineligible. Such cases may be reviewed based on the available evidence, inspection, warranty/guarantee terms, and applicable law.
- Damage Caused by the Customer
A product may not qualify for a normal return or exchange where the issue is caused by customer handling, misuse, alteration, or improper care.
Examples may include:
- Scratches caused by use
- Forced bending or breaking
- Damaged clasps, hooks, chains, stones, beads, or other components caused by handling
- Removal or damage of stones/beads
- Chemical damage
- Damage caused by water or moisture where inconsistent with the product's care instructions
- Damage caused by perfume, cosmetics, chemicals, or other substances
- Alteration or modification
- Intentional damage
- Removal or tampering of barcode/tag
- Improper storage or care
- Other customer-caused damage
Normal wear and tear, scratches, tarnishing, plating/finish deterioration, or similar changes resulting from normal use are generally not treated as manufacturing defects unless otherwise stated in the applicable product warranty/guarantee or required by law.
- Unboxing Video Requirement
For claims involving a wrong, defective, broken, or damaged product, customers should provide a proper continuous unboxing video.
The video should preferably show:
- The sealed courier package
- The shipping label
- The opening of the package
- The product immediately after opening
- The product's condition
- Barcode/tag
- Packaging and accessories
- Any visible damage, defect, or discrepancy
The video should be continuous and unedited and should not intentionally conceal or alter the condition of the package or product.
The unboxing video may be used as evidence during claim verification.
The absence of an unboxing video may make verification more difficult, but this requirement does not override any consumer right or remedy that cannot lawfully be excluded.
- Return Request Process
To request a return, customers should contact DIANA LUXURY within the applicable return period.
Customers may be asked to provide:
- Order ID
- Registered mobile number or email address
- Reason for return
- Product photographs
- Unboxing video, where applicable
- Photos/videos showing the product condition
- Barcode/tag information
- Packaging photographs
- Other information reasonably required for verification
DIANA LUXURY may review the information before approving the return.
- Return Approval
Submitting a return request does not automatically mean that the return has been approved.
The request may be reviewed based on:
- Return eligibility
- Return timing
- Product condition
- Reason for return
- Photos/videos/evidence
- Barcode/tag
- Packaging
- Order details
- Product inspection
- Applicable warranty/guarantee
- Applicable law
If the return is approved, DIANA LUXURY will provide the applicable return instructions.
- Return Pickup in India
For eligible Indian orders, DIANA LUXURY may:
- Arrange a courier pickup, or
- Ask the customer to self-ship the product
The available method may depend on the customer's location, courier availability, product type, and circumstances of the return.
Customers should follow the return instructions provided by DIANA LUXURY.
- Who Pays Return Shipping in India?
DIANA LUXURY will bear the applicable return shipping cost where the issue is established as a DIANA LUXURY-related product issue, such as:
- Wrong product
- Defective product
- Broken product
- Damaged product
- Product materially different from the confirmed order or applicable specification
Customer will generally bear the return shipping cost for:
- Size/fitting issues
- Customer-requested exchanges
- Customer preference-related returns where accepted
- Other customer-requested reasons
This is subject to applicable law and the circumstances of the individual case.
- International Returns
International return requests are subject to the DIANA LUXURY Return Policy and International Shipping Policy.
For international orders, the customer is generally responsible for return shipping costs, regardless of the reason for the return, subject to applicable law.
The customer may also be responsible for applicable:
- Return freight
- Customs charges
- Import/export charges
- Clearance charges
- Local courier charges
- Other applicable charges
- Returns Due to Wrong, Defective, Broken or Damaged Products
If DIANA LUXURY confirms that the customer received a wrong, defective, broken, or damaged product, the applicable return, replacement, exchange, repair, or refund remedy will be determined based on the circumstances, applicable policy, warranty/guarantee, and applicable law.
Where appropriate, DIANA LUXURY may provide:
- Replacement
- Exchange
- Repair
- Refund
- Store Credit
The exact remedy may depend on product availability, inspection results, nature of the issue, and applicable requirements.
- Original Delivery Charge
If a return is approved because the product is established as:
- Wrong
- Defective
- Broken
- Damaged
- Materially different from the confirmed order/specification
and the issue is attributable to DIANA LUXURY, the original delivery charge may also be refunded or credited, as applicable.
For customer-requested returns or other situations where the issue is not attributable to DIANA LUXURY, the original delivery charge may be non-refundable or may be deducted from the applicable refund, subject to applicable law.
- Return Inspection
Once a returned product is received by DIANA LUXURY, it may undergo an inspection.
The inspection may generally take 3–5 business days.
Inspection may include checking:
- Product condition
- Barcode/tag
- Packaging
- Accessories/components
- Damage
- Signs of use
- Alteration
- Product identity
- Reason for return
- Other relevant information
- Return Resolution Time
DIANA LUXURY aims to complete the applicable return, exchange, repair, or refund process within 15 days after the returned product is received, subject to circumstances that may reasonably require additional time and applicable law.
Customers will be informed where additional information or action is required from them.
- Refund After Approved Return
Where a refund is applicable and approved, the refund will generally be processed within:
7–10 business days after refund approval.
The time taken by banks, payment gateways, card issuers, or other financial institutions may be additional.
- Refund or Store Credit
Where eligible, customers may be offered a choice between:
- Refund through the applicable payment/refund method, or
- DIANA LUXURY Store Credit
Store Credit will generally remain valid for 6 months from the date of issue.
Where applicable law requires a particular form of refund or remedy, the applicable legal requirement will prevail.
- COD Orders and Refunds
For eligible Cash on Delivery orders, the refund process may depend on the payment/refund method available for the customer.
If the customer has an applicable account/payment method through which the refund can be processed, the refund may be issued through the applicable method.
If a suitable online refund method is not available, DIANA LUXURY may provide Store Credit where permitted.
Store Credit will generally be valid for 6 months from the date of issue.
- Return of an Item Purchased Through an Offer or Promotion
Products purchased using:
- Discount codes
- Promotional offers
- Special pricing
- Bundles
- Other promotional benefits
will be subject to the applicable terms of that offer.
A return or refund may affect promotional benefits, discounts, or bundled pricing where applicable.
- Products That Cannot Be Returned Due to Their Condition
A return may be rejected where the product:
- Has been used or worn without an eligible defect-related reason
- Is materially altered
- Has been intentionally damaged
- Has missing components
- Has missing accessories
- Has missing packaging where required
- Has a removed or tampered barcode/tag
- Shows customer-caused damage
- Cannot be reasonably identified or verified as the product supplied by DIANA LUXURY
This section is subject to applicable consumer rights and applicable law.
- What Happens If a Return Is Not Approved?
If a return is not approved after review or inspection, DIANA LUXURY may explain the applicable reason where appropriate.
Depending on the circumstances, the product may be returned to the customer.
Where a return is not approved because of customer-caused damage, misuse, alteration, missing components, or other ineligible conditions, the customer may be responsible for applicable shipping or re-delivery costs, where permitted by law.
- Repair Instead of Return
In certain situations, particularly where damage occurs after delivery and the product is otherwise not eligible for a normal return, DIANA LUXURY may offer repair where reasonably possible.
If the repair is due to customer-caused damage or a non-warranty issue, the customer may be responsible for applicable repair and courier charges.
If a product-specific warranty or guarantee covers the issue, the applicable warranty/guarantee terms will apply.
- Genuine Manufacturing Defects
If a genuine manufacturing defect is identified, the product may be eligible for an applicable remedy even where the defect becomes apparent after normal use, subject to:
- Product-specific warranty/guarantee terms
- Inspection
- Evidence
- Nature of the defect
- Applicable law
A genuine manufacturing defect will not automatically be treated as customer-caused merely because it was discovered after the product was worn.
- Return Shipping Risk
Customers should package returned products securely to prevent damage during transportation.
Customers should retain the return shipment receipt and tracking information until the return is successfully received and processed.
DIANA LUXURY may not be responsible for loss or damage caused by a customer's chosen return shipping method, except where required by applicable law or where the shipping was arranged by DIANA LUXURY.
- International Return and Customs Responsibility
For international returns, customers should follow the return instructions provided by DIANA LUXURY.
Customers may be responsible for applicable return shipping, customs, duties, clearance, taxes, and other charges associated with returning the product, subject to applicable law.
Customers should not send an international return without following the applicable return instructions.
- Return of Store Pickup Orders
Products collected through Store Pickup are also subject to the applicable return, exchange, refund, warranty, and product-condition requirements.
Customers should contact DIANA LUXURY regarding an eligible return request within the applicable return period.
- Contact Us for Returns
For return-related assistance, contact:
Email: dianaluxuryny@gmail.com
WhatsApp: +91 9511500563
Business Hours: Monday–Saturday, 11:30 AM–8:00 PM IST
Customers should keep their Order ID available when contacting customer support.
- Related Policies
This Return Policy should be read together with:
- Exchange Policy
- Refund Policy
- Shipping Policy
- International Shipping Policy
- Order Cancellation Policy
- Terms & Conditions
- Warranty & Guarantee Policy
- Jewellery Care Instructions
- Privacy Policy
Where a product-specific policy provides additional conditions, those conditions may also apply.
- Consumer Rights
Nothing in this Return Policy is intended to remove, restrict, or waive any consumer right or legal remedy that cannot lawfully be excluded or restricted under applicable law.
DIANA LUXURY will handle eligible consumer complaints and return-related matters in accordance with applicable laws and regulations.
- Policy Updates
DIANA LUXURY may update this Return Policy from time to time to reflect changes in our products, services, operational procedures, applicable laws, or other requirements.
The updated version will be published on this page with a revised Last Updated date.
- Contact Information
DIANA LUXURY
Email: dianaluxuryny@gmail.com
WhatsApp: +91 9511500563
Business Hours: Monday–Saturday, 11:30 AM–8:00 PM IST
Address:
Diana Luxury, A3 Store, Ground Floor,
Palika Bazar, Swage Farm Rd, Shiva Colony,
Goverdhan Colony, Sodala, Jaipur,
Rajasthan 302019, India
Website: www.dianaluxury.com