Exchange Policy
DIANA LUXURY — EXCHANGE POLICY
Last Updated: 12 October 2026
- OUR EXCHANGE POLICY
At DIANA LUXURY, we want you to be satisfied with your purchase. We provide an exchange facility for eligible products, subject to the conditions, timelines, product-condition requirements, inspection, availability, and other terms described in this Exchange Policy.
This Exchange Policy applies to purchases made through the DIANA LUXURY website unless a product-specific policy states otherwise.
An exchange may be available for eligible reasons such as size or fitting issues, wrong product, defective product, broken product, damaged product, or another genuine product-related issue.
Nothing in this policy is intended to limit or exclude any consumer right or remedy that cannot legally be waived under applicable law.
- EXCHANGE REQUEST WINDOW
An exchange request must generally be submitted within 72 hours from the recorded date and time of delivery.
For example, if an order is delivered on 2 October at 2:00 PM, the exchange request must generally be submitted by 5 October at 2:00 PM.
Requests submitted after the applicable exchange window may not be accepted unless DIANA LUXURY determines otherwise or applicable law provides otherwise.
- WHEN CAN YOU REQUEST AN EXCHANGE?
An exchange may be requested for the following eligible reasons:
- Size or fitting issue
- Wrong product received
- Defective product
- Broken product
- Damaged product
- Product materially different from the confirmed order or specification
- Another genuine product-related issue that materially affects the condition, quality, correctness, size, fitting, or conformity of the product
An exchange request does not automatically guarantee approval. The product may be subject to verification and inspection before the exchange is approved.
- EXCHANGE FOR SIZE OR FITTING ISSUES
If the product does not fit properly, the customer may request an exchange within the applicable exchange period.
The replacement product should generally belong to the same jewellery category, subject to availability.
For example:
- Ring → Ring
- Bracelet → Bracelet
- Bangle → Bangle
- Necklace → Necklace
- Anklet → Anklet
- Earring → Earring
The replacement product must satisfy the applicable product-condition and exchange requirements.
- EXCHANGE FOR A DIFFERENT DESIGN OR PRODUCT
Where permitted, a customer may request a different product or design within the same jewellery category.
For example:
- Ring A → Ring B
- Bracelet A → Bracelet B
- Necklace A → Necklace B
A different product or design is not considered the same product merely because it belongs to the same jewellery category.
The applicable exchange delivery/shipping charges and any price difference will be handled according to this Exchange Policy.
- ONE-TIME FREE EXCHANGE PER ITEM
Each eligible item is entitled to only one free exchange.
The first eligible exchange of an item will be provided without any delivery or exchange shipping charge, subject to the terms and conditions of this Exchange Policy.
After the first exchange has been completed, any further exchange request for the same item will not be eligible for free exchange shipping. The customer will be responsible for the applicable delivery or exchange shipping charge.
If a customer receives a replacement item through the first exchange and subsequently requests another exchange for that replacement item, the subsequent exchange will be treated as a further exchange and the applicable delivery or exchange shipping charge will be payable by the customer.
The one-time free exchange benefit does not reset after the first exchange or merely because the customer receives a replacement item.
Any applicable price difference, product availability requirements, inspection requirements, customs duties, taxes, or other charges will continue to apply separately according to this Exchange Policy.
Nothing in this section limits or excludes any consumer right or remedy that cannot legally be waived under applicable law.
- EXACT SAME PRODUCT EXCHANGE
If an approved exchange is requested and the customer chooses the exact same product that was originally ordered, including the same product/design, the applicable exchange shipping charge will be determined based on whether the customer is using the one-time free exchange benefit.
For the first eligible exchange of that item:
- Exact same product/design → No delivery or exchange shipping charge.
For any subsequent exchange of that same item or replacement item:
- Exact same product/design → Applicable delivery or exchange shipping charge will be payable by the customer.
The product must remain eligible for exchange and must satisfy all applicable product-condition requirements.
- DIFFERENT PRODUCT WITHIN THE SAME JEWELLERY CATEGORY
If the customer chooses a different product or design within the same jewellery category instead of the exact same product originally ordered, the exchange will be treated as a different-product exchange.
The applicable delivery or exchange shipping charge will be determined according to the applicable exchange stage and the terms of this Exchange Policy.
For a first eligible exchange, the one-time free exchange benefit applies to the eligible item, subject to the applicable terms of this policy.
For any further exchange after the first exchange has already been used, the applicable delivery or exchange shipping charge will be payable by the customer.
The applicable charge will be communicated or displayed to the customer before the replacement is processed, where applicable.
- PRICE DIFFERENCE FOR A DIFFERENT PRODUCT
If the customer chooses a different product within the same jewellery category:
Same Price:
The customer will not be required to pay any product price difference. Any applicable delivery or exchange shipping charge will be handled according to the applicable exchange stage and this Exchange Policy.
Higher Price:
The customer must pay the difference between the original product price and the replacement product price before the replacement is processed.
Any applicable delivery or exchange shipping charge will be payable separately according to this Exchange Policy.
Lower Price:
No cash refund will be provided for the price difference.
The eligible price difference will be issued as Store Credit, subject to the Store Credit terms described in this policy.
Any applicable delivery or exchange shipping charge will be handled according to the applicable exchange stage and this Exchange Policy.
- STORE CREDIT VALIDITY
Any Store Credit issued under this Exchange Policy will generally remain valid for 6 months from the date of issuance unless a different validity period is specifically communicated to the customer.
Store Credit cannot generally be converted into cash.
- REPLACEMENT PRODUCT AVAILABILITY
All exchanges are subject to availability of the requested replacement product.
If the exact same product, requested size, or requested replacement product is unavailable, DIANA LUXURY may offer an alternative eligible product, Store Credit, refund, or another appropriate resolution, depending on the circumstances and applicable policy.
Availability of a product does not guarantee that it will remain available until the exchange is completed.
- FIRST EXCHANGE
The one-time free exchange benefit applies only once per eligible item.
Once the first exchange has been completed, any subsequent exchange request for that item or replacement item will not receive the one-time free exchange shipping benefit.
The customer will be responsible for the applicable delivery or exchange shipping charge for any subsequent exchange.
If the replacement item received through the first exchange has a genuine manufacturing defect, wrong-product issue, or another issue attributable to DIANA LUXURY, the matter may be separately reviewed based on the circumstances and applicable consumer rights.
- PRODUCT CONDITION FOR EXCHANGE
For a normal size, fitting, design, or customer-requested exchange, the product should generally be:
- Unused
- Unworn
- In its original condition
- In original packaging
- With the original barcode and tag intact
- With all applicable accessories and components
- With applicable cards, pouches, boxes, certificates, or inclusions
- Free from customer-caused damage
- Free from tampering, alteration, modification, or intentional damage
DIANA LUXURY may reject an exchange if the product does not satisfy the applicable condition requirements, subject to applicable law.
- BARCODE AND TAG REQUIREMENTS
The original barcode, product tag, identification label, or other product-identification material must remain intact where applicable.
Removing, altering, replacing, damaging, tampering with, or attempting to remove or reattach the barcode or tag may affect exchange eligibility.
Customers should not remove or modify product identification tags before deciding to request an exchange.
- WORN OR USED JEWELLERY
Normal exchange is generally not available for jewellery that has been worn or used.
Examples of reasons that generally do not qualify for a normal exchange after wearing include:
- Customer changed their mind
- Customer does not like the design after wearing it
- Customer wants a different design after wearing it
- Customer wants a different fitting after wearing it
- Customer caused damage while using the product
However, a genuine manufacturing defect discovered after the product has been worn will not automatically be rejected solely because the product has been worn. Such cases may be reviewed based on the available evidence, inspection, product condition, warranty or guarantee terms, and applicable law.
- CUSTOMER-CAUSED DAMAGE
An exchange may not be available where the issue has been caused by the customer, including but not limited to:
- Scratches caused by use
- Bending or physical damage
- Broken clasps, hooks, chains, or components caused by use
- Removed or missing stones, beads, or decorative components caused by use
- Alteration or modification
- Intentional damage
- Improper handling
- Exposure to chemicals
- Exposure to perfume or cosmetics
- Exposure to water or moisture where the product is not designed for such exposure
- Improper storage or care
- Damage caused after delivery due to customer handling
Normal wear and tear, scratches, tarnishing, plating or finish deterioration caused by usage or improper care may not be treated as a manufacturing defect, subject to the product-specific warranty or guarantee terms.
- UNBOXING VIDEO AND EVIDENCE
For claims involving a wrong, defective, broken, or damaged product, customers should provide a proper continuous unboxing video.
The video should, where possible, clearly show:
- The sealed courier package
- Shipping label
- Package condition before opening
- The complete opening process
- The first view of the product
- Product condition
- Barcode and tag
- Original packaging
- Any visible damage or defect
The unboxing video should be continuous and unedited and should not show intentional damage or alteration.
Additional photographs, videos, packaging images, courier labels, or other evidence may also be requested.
Failure to provide available evidence may make verification more difficult. This requirement does not exclude any consumer right or remedy that cannot legally be waived.
- WRONG PRODUCT EXCHANGE
If the customer receives a product that is materially different from the confirmed order, the customer should contact DIANA LUXURY within the applicable exchange period.
After verification and approval, DIANA LUXURY may arrange an appropriate replacement or other remedy.
Where the wrong product is established as a DIANA LUXURY error, applicable return/exchange shipping may be borne by DIANA LUXURY according to the circumstances.
- DEFECTIVE, BROKEN OR DAMAGED PRODUCT EXCHANGE
If a product is received defective, broken, or damaged, the customer should contact DIANA LUXURY as soon as possible and within the applicable exchange period.
The customer may be required to provide photographs, videos, unboxing evidence, packaging details, and other information required for verification.
If the issue is established as a DIANA LUXURY-related product or fulfilment issue, an appropriate exchange, replacement, repair, refund, or other remedy may be provided as applicable.
- EXCHANGE SHIPPING IN INDIA
For the first eligible exchange, the one-time free exchange benefit applies subject to this Exchange Policy.
For any subsequent exchange of the same item or replacement item, the customer will be responsible for the applicable delivery or exchange shipping charge.
Where an exchange is required because of a confirmed DIANA LUXURY error, such as a wrong, defective, broken, or damaged product, DIANA LUXURY may bear the applicable exchange/return shipping cost, subject to verification and applicable policy.
For size, fitting, preference, or customer-requested exchanges, shipping charges may apply according to the applicable exchange stage and this policy.
- EXCHANGE SHIPPING FOR INTERNATIONAL ORDERS
For international orders, exchange shipping, return shipping, customs, import duties, taxes, clearance charges, brokerage charges, local courier charges, and other applicable destination-related charges may be payable by the customer, subject to applicable law and the circumstances of the exchange.
For the first eligible exchange of an item, the one-time free exchange benefit applies to the extent specifically stated in this Exchange Policy.
For subsequent exchanges of the same item or replacement item, applicable international delivery or exchange shipping charges will be payable by the customer.
Where applicable, the customer will also remain responsible for destination-country customs, import, clearance, and other local charges.
- INTERNATIONAL EXCHANGE AVAILABILITY
International exchanges are subject to:
- Destination availability
- Product availability
- Courier availability
- Import restrictions
- Customs requirements
- Product eligibility
- Exchange eligibility
- Applicable laws and regulations
- Destination restrictions
- Applicable shipping and logistics charges
DIANA LUXURY may not be able to provide an exchange to certain countries, territories, remote areas, or restricted destinations.
- EXCHANGE AND ORIGINAL DELIVERY CHARGE
An exchange does not generally result in a refund or adjustment of the original delivery charge.
If the customer is exchanging an item for a different product or design, the applicable exchange shipping charge and price difference will be handled according to this policy.
If an exchange cannot be completed and a refund becomes applicable because of a confirmed DIANA LUXURY error, the original delivery charge may also be refunded or credited where applicable.
The treatment of delivery charges may depend on the reason for the exchange and the outcome of inspection and verification.
- HIGHER-PRICED REPLACEMENT — PAYMENT
If the replacement product has a higher price than the original product, the customer must pay the applicable price difference before the replacement is processed.
Any applicable delivery or exchange shipping charge will be payable separately according to this Exchange Policy.
For international orders, applicable customs, taxes, clearance charges, and other destination-related charges may also apply.
- LOWER-PRICED REPLACEMENT — STORE CREDIT
If the replacement product has a lower price than the original product, the difference will generally not be refunded in cash.
The eligible difference will be issued as Store Credit, subject to the Store Credit terms.
The customer may also be responsible for applicable delivery or exchange shipping charges according to this Exchange Policy.
- EXCHANGE INSPECTION
Returned products may be inspected before an exchange is approved.
Inspection may include verification of:
- Product condition
- Original packaging
- Barcode and tag
- Product identity
- Accessories and components
- Signs of use
- Damage
- Tampering
- Alteration
- Customer-caused damage
- Defect or damage claimed by the customer
- Other relevant exchange conditions
Inspection generally takes approximately 3–5 business days after the product is received, subject to circumstances and logistics.
- EXCHANGE RESOLUTION TIME
DIANA LUXURY aims to complete the applicable return, exchange, repair, or refund process within approximately 15 days after the returned product is received, subject to inspection, courier timelines, product availability, customer response, payment processing, and other circumstances.
Refunds, where approved, are generally processed within 7–10 business days after refund approval.
Actual bank, payment gateway, courier, customs, or international processing times may vary.
- IF EXCHANGE IS NOT APPROVED
If an exchange request does not satisfy the applicable eligibility requirements, DIANA LUXURY may reject the exchange request.
Where appropriate, DIANA LUXURY may offer repair, Store Credit, refund, or another resolution depending on the circumstances.
The customer may be required to bear applicable shipping or return costs where the exchange is not approved due to customer-related reasons.
- EXCHANGE AFTER THE FIRST REPLACEMENT
The first eligible exchange is the only exchange that receives the one-time free exchange shipping benefit for that item.
If the customer subsequently requests another exchange for the replacement item, that subsequent exchange will not receive the free exchange shipping benefit.
The customer will be responsible for applicable delivery or exchange shipping charges.
If the second exchange is requested because of a genuine manufacturing defect, wrong product, or another issue attributable to DIANA LUXURY, the case may be separately reviewed and the applicable remedy determined based on the circumstances and applicable law.
- REFUND INSTEAD OF EXCHANGE
If the requested replacement is unavailable or an exchange cannot reasonably be completed, DIANA LUXURY may provide a refund or Store Credit where applicable.
Refunds are generally processed within 7–10 business days after approval.
The method of refund may depend on the original payment method, payment gateway capabilities, customer account details, and applicable policy.
- COD ORDERS AND EXCHANGE
Cash on Delivery orders may be eligible for exchange subject to the same applicable exchange conditions.
If the replacement product has a higher price, the applicable difference may need to be paid online before dispatch.
If the replacement product has a lower price, the eligible difference will generally be issued as Store Credit rather than cash.
Applicable exchange shipping charges will be handled according to this Exchange Policy.
- PROMOTIONAL OR DISCOUNTED PRODUCTS
Products purchased using coupons, discounts, promotional offers, bundles, special pricing, or other promotional benefits may be subject to additional or specific exchange conditions.
Unless expressly stated otherwise, the exchange value of a promotional product will generally be based on the amount actually paid for the eligible product after applicable discounts.
Any special promotional terms displayed at the time of purchase will also apply.
- STORE PICKUP EXCHANGES
Products collected through Store Pickup may be eligible for exchange subject to the applicable exchange window and product-condition requirements.
The customer may be required to bring the product, original packaging, barcode/tag, invoice/order details, and other applicable items to the store.
Any exchange involving a different product or price difference will be handled according to this Exchange Policy.
- CUSTOMER RESPONSIBILITY DURING EXCHANGE
The customer is responsible for:
- Providing accurate exchange information
- Submitting the exchange request within the applicable period
- Keeping the product safe until the exchange is completed
- Preserving the original packaging
- Preserving the barcode and tag
- Including all applicable accessories and components
- Providing photographs/videos/evidence where requested
- Using appropriate packaging for self-shipped returns
- Retaining courier/shipping proof where applicable
- Providing accurate delivery information for the replacement product
- Paying applicable charges where required under this policy
DIANA LUXURY will not be responsible for damage caused by inadequate packaging or customer handling during self-shipping, subject to applicable law.
- EXCHANGE FOR PRODUCTS DAMAGED AFTER DELIVERY
If the product was received correctly and in acceptable condition, but the product is subsequently damaged due to customer handling, normal exchange may not be available.
Where possible, DIANA LUXURY may offer a repair service.
If repair is available:
- The customer may be required to send the product to DIANA LUXURY.
- The customer may be responsible for courier charges in both directions.
- Repair charges may apply depending on the nature and cause of the damage.
- Warranty or guarantee terms may apply where specifically provided for the product.
If a genuine manufacturing defect is identified, the matter may be reviewed under the applicable warranty, guarantee, return, or exchange terms.
- WARRANTY AND GUARANTEE
Certain products may carry product-specific warranty or guarantee coverage.
Warranty or guarantee coverage, where applicable, will depend on the terms communicated for the particular product.
A warranty or guarantee does not automatically cover damage caused by misuse, improper care, accidents, chemicals, water exposure where applicable, alteration, normal wear and tear, or customer handling unless specifically stated otherwise.
Where a valid warranty or guarantee claim is established, the remedy may include repair, replating, replacement, exchange, or another remedy specified for the product.
- CONTACT US FOR EXCHANGE
For exchange requests or exchange-related questions, customers can contact DIANA LUXURY through:
Email:
WhatsApp Customer Support:
+91 9511500563
Business Hours:
Monday to Saturday
11:30 AM to 8:00 PM IST
Customers should include their Order ID and registered mobile number or email address when contacting support about an order.
DIANA LUXURY may request reasonable information or verification before processing an exchange request.
- RELATED POLICIES
Customers should also refer to the following policies where applicable:
- Return Policy
- Refund Policy
- Shipping Policy
- International Shipping Policy
- Order Cancellation Policy
- Terms & Conditions
- Privacy Policy
- Jewellery Care Instructions
- Warranty & Guarantee Terms
- FAQs
- Grievance Redressal Policy
- CONSUMER RIGHTS
This Exchange Policy is intended to provide clear and transparent exchange terms for customers.
Nothing in this policy is intended to remove, restrict, or waive any consumer right, statutory remedy, or legal protection that cannot legally be excluded or waived under applicable law.
Where applicable law provides a consumer with a mandatory remedy, such legal rights will prevail over any conflicting provision of this policy.
- POLICY UPDATES
DIANA LUXURY may update or modify this Exchange Policy from time to time to reflect changes in business practices, products, services, technology, legal requirements, or operational processes.
The updated policy will be published on the DIANA LUXURY website with the revised "Last Updated" date.
The policy applicable to an order will generally be determined based on the terms applicable at the relevant time, subject to applicable law.
- CONTACT INFORMATION
DIANA LUXURY
Owner:
Bhuvan Soni
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
Customer Support Email:
WhatsApp:
+91 9511500563
Business Hours:
Monday to Saturday
11:30 AM to 8:00 PM IST
Grievance Officer:
Bhavya Soni
Manager