Hassle-Free Return and Exchange Policy -
A Testament to our Commitment to Excellence
At DiamondXE, we continuously strive for nothing short of 100% Customer satisfaction with every order we fulfil. To achieve this every time, we have comprehensive check mechanisms and quality control systems in place. It gives us a great deal of happiness to build and maintain valuable trust with our customers when we deliver exactly what was ordered, in pristine condition. This is because we understand there are so many priceless emotions attached with every purchase, and the best experiences are made in the very first attempt.
Still, if a rare deficiency crops up despite our best efforts and due to circumstances beyond our control, we see it as an invaluable opportunity to delight the customer and form an even better relationship with them. Which is why we offer a hassle-free Return and Exchange policy. While we stand behind the quality of the products we sell, we understand that issues may sometimes arise, and we are committed to resolving them promptly and fairly for our customers.
We request attention to the page below, which has our Return and Exchange policy T&Cs and more information for the benefit of our customers.
Purchases made worry-free :
The 5-pronged DiamondXE Advantage
01.
Authentic,
Certified Diamonds, Gemstones & Jewellery
Every purchase from DiamondXE guarantees the satisfaction of authenticity. All the diamonds and gemstones available on our platform are graded and certified by reputable gemological laboratories, ensuring that your selection includes a certificate confirming the quality attributes you sought when making your choice.
02.
Insured Shipping
Your order is as valuable for us as it is for you, so we go the extra mile to cover every potential risk from dispatch to delivery. As the insured value is unique to the value of every order, customers can have complete ease of mind that the amount paid for the purchase is fully secure. For your high-value item, we’ve got you “covered” in every sense of the word.
03.
Packaging and
Courier Service
When it comes to packaging and protecting valuables, we leave no stone unturned. Every little care is taken to make sure the packaging is as reassuring as the product itself. Our shipment partners are specialists in handling high-value items, your order is delivered securely in the presence of an armed guard, and only to you.
04.
Laser Inscription
and Seal
We securely pack each diamond, gemstone & jewellery in a tamper-proof, sealed plastic case, allowing for clear visibility of the stone’s brilliance through this design. Additionally, most of our stones feature a laser-inscribed identification number on the girdle, which can be seen under magnification and matches the number on the corresponding certificate.
05.
Dedicated Customer
Care Team
DiamondXE customers have a dedicated team at their disposal for any order or shipment related queries. Our customer care team comprises of industry trained, subject matter experts who can be reached through phone, email or chat. We are always looking to empower our customers with the knowledge necessary to make intelligent decisions.
Our Terms & Conditions are straightforward, ensuring complete convenience for our customers.
Returns and Refunds are offered when:
- The order has any shipping / packaging issues, i.e. package is received tampered or damaged.
- The product is not there inside the package / is missing.
- The product doesn’t match the images / description on the website, or has any visible flaws.
- The customer notifies us about the above issue(s) typically within 48 hours of the order getting delivered.
- The original packaging along with the certificates received with the product are submitted.
- The diamond, gemstones & jewellery is intact inside the tamper-proof plastic cover, without any damage to the cover.
(for orders containing loose diamonds, gemstones & jewellery)
We offer Resizing and Repair, subject to:
- Resizing will be done free of cost only one time per order per customer, except in certain cases where the resizing is not possible.
- Incremental cost to be borne by the customer if the resized ring costs more than the existing ring.
- Difference amount will be refunded in the respective mode of payment, in cases where the resized ring costs less than the existing ring.
- For products requiring repair, the repair / replacement charges would be decided by the company on a case-to-case basis.
- Shipping charges under Resizing and Repairs shall be borne by the customer.
- Resizing / repair is not available for international orders (orders shipped abroad from India).
Additionally, we request our customers to note:
- It is recommended to record a clear video (without any omissions or editing) of the unpacking, as that helps us ensure a smooth return process in the event of any damage identified.
- In case of a refund, the payment shall be made to the respective mode of payment within 10-15 working days after the quality check of the returned product.
- The shipping and handling costs for sending the product to us in the event of a return, will be borne by the customer.
- Buyers and Dealers have the option to cancel orders for a full refund within 1 hour of placing them, subject to certain conditions.
REFUND
- Applicable on selected Solitaires listed in returnable category. (Purchased from DXE platfrom only)
- The policy is valid only for buyers and dealers registered on the platform.
- 100% refund on solitare value for returns within 7 days, no questions asked. (Not applicable on engraved and personalized products).
- Platform fee, shipping & handling, bank charges and taxes will be deducted.
- Applicable on solitaires with a total invoice value of up to 10 lakhs.
- Refunds will be initiated after receiving the solitaire and conducting a quality check, within 10-15 working days in the respective mode of payment.
- If seal is opened, the money-back policy is void.
- The solitaire must not have been altered, resized, or modified in any way from its original condition.
- Solitaire must be accompanied by the original laboratory grading report or a ₹ 10,000/- charge will be assessed to replace the certificate.
- The money-back policy can only be applied 3 times in a calendar year, per user per account.
- Not applicable on international orders.
EXCHANGE
- Upgrade your solitaire(s) anytime within 1 year. (Purchased from DXE platfrom only)
- Solitaires with a invoice value up to ₹ 5 lakhs will qualify for exchange.
- Customers will receive 90% of the prevailing solitaire rate as per market value for the exchange.
- Platform fee, shipping & handling, bank charges and taxes will be deducted from the exchange value.
- The exchange will be initiated after receiving the solitaire and post quality check. If any kind of discrepency is found, the exchange policy will not apply.
- The exchange can only happen if the purchase amount is higher then the exchange value (which may also be known as upgrading the solitaire).
- Solitaire must be accompanied by the original laboratory grading report or a ₹ 10,000/- charge will be assessed to replace the certificate.
- The Exchange policy is applicable only 3 times in a calender year per user per account.
- Not applicable on international orders.
BUYBACK
- Buyback your solitaire(s) within 1 year from the date of purchase.
- Solitaires with a invoice value up to ₹ 5 lakhs which are under returnable category will only qualify for buyback.
- 75% of the prevailing solitaire rate as per market value will be applicable.
- Platform fee, shipping & handling, bank charges and taxes will be deducted.
- The buyback will be initiated after receiving the solitaire and post quality check. If any kind of discrepency is found, the buyback policy will not apply.
- The buyback refund amount will be initiated in the respective mode of payment within 10-15 working days.
- The solitaire must be accompanied by the original laboratory grading report or a ₹ 10,000/- charge will be assessed to replace the certificate.
- The buyback policy is applicable only 3 times in a calender year, per user per account.
- Not applicable on international orders.
REFUND
- Only applicable if the main centre solitaire comes under returnable category.
- 100% invoice value of the metal weight will be refunded.
- 100% invoice value of the solitaire will be refunded (Not applicable on engraved and personalized products).
- 100% invoice value of the studded small diamonds (i.e. 0.0001ct to 0.19ct) will be refunded.
- Making charges, platform fee, shipping & handling, bank charges and taxes will be deducted.
- This policy is valid on jewellery worth up to
₹ 5,00,000/- as per the invoice, including the mount and diamonds. - In case of any discount given during the original purchase on the metal or solitaire value, an equivalent amount will be deducted from the money-back amount.
- The Money-back will be initiated after receiving the jewellery and post quality check.
- Returned merchandise must be undamaged and in "new and unused condition." Items showing obvious signs of wear or alteration by a jeweller other than DXE will not be accepted.
- The money-back amount will be initiated in the respective mode of payment within 10-15 working days.
- Solitaire & jewellery must be accompanied by the original laboratory grading report or a ₹ 15,000/- charge will be assessed to replace the certificate.
- The money-back policy is applicable only 3 times in a calender year per user per account.
- Not Applicable on International orders.
EXCHANGE
- Only applicable if the main centre solitaire comes under returnable category.
- 100% value of metal weight at the prevailing metal rate.
- 90% of the prevailing Solitaire as per market value will be applicable (Not applicable on engraved and personalized products).
- 90% of the studded small diamonds as per market value (small diamonds = 0.0001ct to 0.19ct).
- Making charges, platform fee, shipping & handling, bank charges and taxes will be deducted.
- Any kind of gemstone will have no value.
- Valid on UPTO ₹ 5,00,000/- of the total product value as per invoice.
- In case of any discount given during the original purchase on the metal or solitaire value, an equivalent amount will be deducted from the Exchange amount.
- The exchange will be initiated after receiving the jewellery and post quality check. If any kind of discrepency, tampering and evidence of the product being resized or altered by another jeweller are found, the exchange policy will not apply.
- The exchange can only happen if the purchase amount is higher then the exchange value (which may also be known as upgrading the jewellery).
- Solitaire & jewellery must be accompanied by the original laboratory grading report or a ₹ 15,000/- charge will be assessed to replace the certificate.
- The Exchange policy is applicable only 3 times in a calender year per user per account.
- Not Applicable on International orders.
BUYBACK
- Buyback your jewellery within 1 year from the date of purchase.
- Only applicable if the main centre solitaire comes under returnable category.
- 100% value of the metal weight at the current metal rate will be applicable.
- 75% of the prevailing Solitaire as per market value will be applicable (Not applicable on engraved and personalized products).
- 75% of the studded small diamond value will be applicable as per the current market rate (small diamonds = 0.0001ct to 0.19ct).
- Making charges, platform fee, shipping & handling, bank charges and taxes will be deducted from the buyback amount.
- Any kind of gemstone will have no value.
- Valid on UPTO ₹ 5,00,000/- of the total product value as per invoice.
- In case of any discount given during the original purchase on the metal or solitaire value, an equivalent amount will be deducted from the buyback amount.
- The Buyback amount will be initiated in the respective mode of payment, post quality check within 10-15 days.
- Solitaire & jewellery must be accompanied by the original laboratory grading report or a ₹ 15,000/- charge will be assessed to replace the certificate.
- Returned merchandise must be undamaged and without any major signs of wear and tear. Items altered by a jeweller other than DXE will not be accepted.
- The buyback policy is applicable only 3 times in a calender year per user per account.
- Not Applicable on international orders.
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