Premium jewellery and finish-related concerns
The same broken-on-arrival return procedure and 7-calendar-day request window apply to standard and premium artificial jewellery. Premium pricing does not create a separate change-of-mind return or exchange entitlement.
All our jewellery, including the premium range, is artificial jewellery. Colour and plating retention depend on wear, storage, skin chemistry and exposure to sweat, water, perfume, cosmetics and chemicals. Fading, tarnishing, scratches or plating wear can develop over time. We do not provide an unconditional or lifetime colour-retention, anti-tarnish or plating guarantee. Any specific written product promise or warranty disclosed before purchase remains applicable; this statement does not override that promise or mandatory consumer rights.
Ordinary wear or fading caused by use or exposure is not, by itself, an eligible broken-on-arrival return. A finish problem that indicates a defect, materially misdescribed goods or failure to meet a specific product promise will be reviewed separately under applicable consumer rights. We do not reject such a claim solely because the item is artificial jewellery, because a video is missing or because the store request window has passed. Contact support with the order reference, when the issue appeared and available photographs; do not repair or re-plate the item before review.
Only eligible return condition
A return is eligible under this policy only if the product is found broken during unboxing and you provide the required video. Contact us within 7 calendar days after delivery to register the request.
- Start recording before breaking any seal or opening the outer package; show the sealed parcel and order/shipping label clearly.
- Record the entire opening and removal of the product in one continuous take, without pauses, cuts or edits.
- Keep the parcel and product in view throughout unboxing, and clearly show the product and the breakage in that same video.
- Keep the product, broken pieces, original packaging, tags and accessories for review. Do not use, repair, alter or discard the item before the request is resolved.
Returns not accepted
Change-of-mind returns, including dislike of the design, colour or size, are not accepted. Damage occurring after unboxing or during use is not eligible. A recording started after the package has been opened, an edited or interrupted video, or photographs alone do not meet the video requirement. Requests without the required video are not eligible under this policy, subject to applicable consumer rights.
How to request a return
Email [email protected] within 7 calendar days after delivery with your order number and the original, continuous unboxing video showing the broken product. Contact us before sending the parcel so we can review the evidence and provide return instructions and the correct return address. Send the video as an attachment or a private download link accessible to our support team; do not post your address or order details publicly. Keep the original file. If it is too large to send, register the request within the window and ask support for a transfer method. Do not send the parcel to an unconfirmed address. Approved returns must follow our written instructions.
Return shipping and packaging
For an approved broken-on-arrival return, Diniara will arrange return collection or confirm an authorised shipping method and reimbursement in writing. Do not book a paid courier without contacting us first. Keep the collection receipt and tracking reference. Pack all received components securely; where an item was supplied as a set, support will confirm which components must be returned. No restocking fee applies to an approved broken-on-arrival claim.
Inspection and refund
We review the video, order records and returned product, then communicate the decision and reasons by email. Return collection alone does not mean the refund is approved. If you disagree, reply with your order/request reference for a review through our grievance process. For an approved claim, the refund covers the amount actually paid for the accepted returned item, including its applicable tax after allocated discounts. Any refundable delivery charge will be stated in the refund breakdown; charges for retained items are not automatically refunded. Refunds cannot exceed the amount paid. Approved prepaid refunds are processed to the original payment method within 5–7 business days after approval; business days exclude weekends and banking holidays. Bank posting times may vary. Store credit or a replacement will not be substituted without your agreement. If a refund has not arrived after that period, contact us with the order number and refund reference. We do not require an OTP, UPI PIN or payment to release a refund.
Cancellations
Request cancellation at [email protected] as early as possible. Orders may be cancelled without charge before dispatch. After dispatch, the return conditions above apply. We may cancel for stock, pricing, payment, fraud-screening or delivery constraints and will refund prepaid amounts.
Consumer rights
Nothing in this policy limits rights available under applicable Indian consumer law for deficient, defective, counterfeit, incorrectly described or wrongly delivered goods. The broken-product and video conditions describe our store return policy, not a waiver of mandatory legal rights. Claims involving defective, deficient, counterfeit, wrongly supplied or materially misdescribed goods, or qualifying delayed delivery, will be assessed under applicable law even where the store video condition is not met. A missing video alone does not extinguish such rights. The 7-day store request window does not shorten statutory time limits.