Return Policy

Thank you for shopping with us. We want you to love your jewellery, and we’re here to help if something isn’t quite right. Please read our return and refund policy below.

1. Eligibility for Returns

1.1. Returns may be accepted within seven (7) days from the date the merchandise is delivered to the purchaser, subject to the conditions herein.
1.2. Returned items must be in unused, unworn, and undamaged condition, with no alterations, scratches, or signs of wear.
1.3. All original packaging materials, authentication documents, certificates, and accessories must be included.
1.4. We reserve the right to reject any return that does not meet these requirements.
1.5. Custom-made, personalised, engraved, resized, and made-to-order items are strictly non-returnable and non-refundable.

2. Non-Returnable Items

2.1. Due to hygiene and safety considerations, earrings are not eligible for return or refund.
2.2. Items classified as bespoke, custom-designed, altered, or damaged by the purchaser are expressly excluded.

3. Return Procedure

3.1. To initiate a return, you must submit a request via [your email] within the specified period.
3.2. All return shipments must be made only after written confirmation from us.
3.3. Approved items must be shipped back within three (3) days of receiving return authorisation.
3.4. The purchaser is responsible for all return shipping costs, including any duties, taxes, or insurance, unless the return is due to our error.
3.5. We are not liable for items lost, delayed, or damaged during return transit. It is strongly recommended that you use a trackable and insured shipping method.

4. Inspection and Approval

4.1. Upon receipt, all returned items will undergo a quality inspection by our team.
4.2. We reserve the sole discretion to approve or deny a return based on the condition of the item.
4.3. Items deemed altered, used, or damaged by the purchaser will not be eligible for refund.

5. Refunds

5.1. Approved refunds will be processed to the original method of payment within seven (7) to fourteen (14) business days.
5.2. Original shipping fees, duties, and taxes are non-refundable.
5.3. We are not responsible for delays caused by your bank, credit card provider, or external payment gateways.

6. Exchanges

6.1. We do not offer direct exchanges.
6.2. Customers wishing to obtain a different product may submit a return request (if eligible) and place a new order.

7. Damaged, Defective, or Incorrect Items

7.1. Claims regarding damaged, defective, or incorrect items must be submitted within forty-eight (48) hours of delivery, supported by clear photographic or video evidence.
7.2. Upon verification, we will issue a replacement or a full refund at no additional cost to the purchaser.
7.3. Failure to report issues within the specified timeframe may void eligibility for remedy.

8. Limitation of Liability

8.1. To the fullest extent permitted by law, our liability for any claim arising out of or relating to the purchase, handling, or use of our products shall not exceed the original purchase price paid by the customer.
8.2. We shall not be liable for indirect, incidental, punitive, or consequential damages arising from the use of our products or the return process.
8.3. Jewellery with natural gemstones may contain inclusions or colour variations that are inherent to the material and shall not be considered defects.

9. Fraud Prevention

9.1. We reserve the right to decline returns suspected to be fraudulent, abusive, or inconsistent with normal wear and tear standards.
9.2. Any fraudulent attempt to return counterfeit, altered, or substitute items will be reported and may result in legal action.

10. Amendments

10.1. We reserve the right to modify or update this Policy at any time without prior notice.
10.2. The version of the Policy applicable to your purchase is the version in effect on the date your order was placed.

11. Contact Information

For any return, refund, or service-related enquiries, please contact us at: info@diavikfinejewellery.com