Refund Policy
Refund policy.
DIANA LUXURY — REFUND POLICY
Last Updated: 12 October 2026
- OUR REFUND POLICY
At DIANA LUXURY, we process refunds for eligible orders in accordance with our Return Policy, Exchange Policy, Order Cancellation Policy, and the terms applicable to the particular order.
A refund may be available where an eligible return is approved, an exchange cannot be completed, an order is cancelled in accordance with the applicable cancellation terms, or another circumstance requires a refund.
Refund eligibility is subject to product condition, inspection, payment method, shipping circumstances, the reason for the return or cancellation, and other applicable terms.
Nothing in this Refund Policy is intended to limit or exclude any consumer right or remedy that cannot legally be waived under applicable law.
- WHEN IS A REFUND AVAILABLE?
A refund may be available in circumstances including:
- An eligible return is approved
- An eligible exchange cannot be completed
- The replacement product is unavailable
- An order is cancelled before dispatch where cancellation is permitted
- DIANA LUXURY is unable to fulfil an accepted order
- A wrong, defective, broken, or damaged product is verified and a refund is determined to be the appropriate remedy
- A product is materially different from the confirmed order or specification and a refund is determined to be appropriate
- Another circumstance where a refund is required under the applicable policy or applicable law
A refund is not automatically available merely because a customer requests one. The applicable Return Policy, Exchange Policy, Order Cancellation Policy, and other terms will determine eligibility.
- REFUND AFTER AN APPROVED RETURN
If a returned product is approved after inspection, the eligible refund will generally be processed after the return has been verified.
The product may be inspected for:
- Product condition
- Original packaging
- Barcode and tag
- Product identity
- Accessories and components
- Signs of use
- Damage
- Tampering
- Alteration
- Customer-caused damage
- Other applicable return conditions
If the return does not satisfy the applicable eligibility requirements, the refund may be rejected or adjusted as permitted under the applicable policy and law.
- REFUND AFTER AN APPROVED EXCHANGE CANNOT BE COMPLETED
If an eligible exchange cannot be completed because the replacement product is unavailable or another valid reason prevents completion of the exchange, DIANA LUXURY may offer:
- Refund
- Store Credit
- An alternative eligible product
- Another appropriate resolution
The available resolution may depend on the reason for the exchange, product availability, inspection results, payment method, and applicable policy.
- REFUND FOR WRONG, DEFECTIVE, BROKEN OR DAMAGED PRODUCTS
If a product is received wrong, defective, broken, or damaged, the customer should contact DIANA LUXURY within the applicable return or exchange period.
DIANA LUXURY may request:
- Unboxing video
- Product photographs
- Packaging photographs
- Shipping label
- Barcode/tag photographs
- Order details
- Other relevant evidence
If the issue is verified and a refund is determined to be the appropriate remedy, the eligible product amount will be refunded according to this Refund Policy.
Where the issue is established as a DIANA LUXURY-related error, the original delivery charge may also be refunded or credited where applicable.
- UNBOXING VIDEO AND REFUND CLAIMS
For wrong, defective, broken, or damaged product claims, customers should provide a proper continuous unboxing video wherever available.
The video should preferably show:
- Sealed courier package
- Shipping label
- Package condition
- Opening process
- Product condition immediately after opening
- Barcode and tag
- Original packaging
- Any visible defect or damage
The absence of an unboxing video may make verification more difficult.
However, the unboxing-video requirement is not intended to exclude any consumer right or remedy that cannot legally be waived.
- REFUND FOR CUSTOMER-REQUESTED RETURNS
If a return is requested for a customer-related reason such as:
- Size or fitting issue
- Customer preference
- Change of mind
- Other eligible customer-requested reason
the refund, where available, will be processed according to the applicable Return Policy.
Applicable non-refundable delivery, return shipping, exchange shipping, customs, clearance, or other charges may be deducted or remain payable where permitted under the applicable policy and law.
- ORIGINAL DELIVERY CHARGE
The treatment of the original delivery charge depends on the reason for the return or refund.
If a wrong, defective, broken, damaged, or materially incorrect product is verified as a DIANA LUXURY-related issue, the original delivery charge may also be refunded or credited where applicable.
If the return is due to a customer-related reason, the original delivery charge may be non-refundable or may be deducted from the eligible refund.
The applicable treatment will depend on the circumstances of the order and the relevant Return/Exchange Policy.
- REFUND OF RETURN SHIPPING CHARGES
For eligible India returns:
- Wrong product caused by DIANA LUXURY → applicable return shipping may be borne by DIANA LUXURY
- Defective product caused by a verified product issue → applicable return shipping may be borne by DIANA LUXURY
- Broken product attributable to the order/fulfilment issue → applicable return shipping may be borne by DIANA LUXURY
- Damaged product attributable to the order/fulfilment issue → applicable return shipping may be borne by DIANA LUXURY
- Size/fitting issue → customer generally bears applicable return shipping
- Customer-requested/preference return → customer generally bears applicable return shipping
The final treatment is subject to verification and the applicable Return Policy.
- INTERNATIONAL REFUNDS
For international orders, the customer may be responsible for applicable:
- Return shipping
- Exchange shipping
- Customs duties
- Import taxes
- Clearance charges
- Brokerage charges
- Local courier charges
- Other destination-related charges
Where a refund is approved, these charges may not be refundable unless otherwise required by applicable law or expressly agreed by DIANA LUXURY.
For wrong, defective, broken, or damaged products attributable to DIANA LUXURY, the applicable refund and shipping treatment will be determined after verification.
- REFUND AFTER A CUSTOMER-CAUSED RTO
If an order is returned to origin because of customer-related reasons, including refusal to accept delivery, incorrect or incomplete address, failure to receive the parcel, or other customer-caused reasons, the refund will be processed according to the applicable Shipping Policy and Order Cancellation/Return terms.
Applicable actual and non-refundable costs may be deducted where permitted, including:
- Original shipping cost
- Return-to-origin shipping cost
- Re-delivery charges
- Customs or clearance charges for international orders
- Other applicable courier or handling charges
Genuine courier failure, incorrect delivery attempts, or DIANA LUXURY-related delivery issues will not automatically be treated as customer-caused RTO.
- REFUND IF CUSTOMER DOES NOT WANT RE-DELIVERY AFTER RTO
If a customer-caused RTO has occurred and the customer does not want re-delivery, DIANA LUXURY may process an eligible refund or Store Credit after adjusting applicable non-refundable or actual shipping/return costs where permitted.
For international orders, applicable return freight, customs, clearance, local charges, and other destination-related costs may also be considered.
- PREPAID ORDER REFUNDS
For prepaid orders, an approved refund will generally be processed through the applicable payment/refund method supported by the payment gateway or payment system.
The customer may be required to provide or confirm reasonable information necessary for processing the refund.
The actual time taken for the amount to appear in the customer's account may vary depending on the payment provider, bank, card issuer, or other financial institution.
- COD ORDER REFUNDS
For Cash on Delivery orders, refunds may be processed through an available electronic refund method where the required customer details are available and the applicable system supports such refund.
Where an electronic refund cannot reasonably be processed, DIANA LUXURY may provide eligible Store Credit where permitted.
Store Credit issued instead of a cash/electronic refund will generally be valid for 6 months from the date of issuance.
- REFUND METHOD
Where a refund is approved, DIANA LUXURY may process the refund through:
- Original payment method
- Applicable payment/refund method supported by the payment provider
- Bank/electronic transfer where applicable
- Store Credit where permitted under the applicable policy
The refund method may depend on the original payment method, payment gateway, order type, customer account details, and applicable circumstances.
- STORE CREDIT INSTEAD OF REFUND
Where permitted under the applicable policy, a customer may choose Store Credit instead of an eligible refund.
Store Credit may also be issued where an electronic refund cannot reasonably be processed, particularly for certain COD orders.
Store Credit will generally:
- Be valid for 6 months from the date of issuance
- Be linked to the eligible customer/order where applicable
- Be usable subject to applicable website terms
- Not generally be convertible into cash
Any special Store Credit conditions communicated at the time of issuance will also apply.
- REFUND FOR LOWER-PRICED EXCHANGE PRODUCT
If a customer exchanges a product for a lower-priced product, the difference in value will generally not be refunded in cash.
The eligible difference will be issued as Store Credit according to the Exchange Policy.
The Store Credit will generally remain valid for 6 months.
- REFUND FOR HIGHER-PRICED EXCHANGE PRODUCT
If a customer exchanges a product for a higher-priced product, the customer must pay the applicable price difference before the replacement is processed.
If the exchange is later cancelled or cannot be completed, any refund will be determined based on the applicable order, exchange, return, and payment circumstances.
- REFUND OF ORIGINAL DELIVERY CHARGE ON EXCHANGE
An exchange does not generally result in a refund of the original delivery charge.
If an exchange cannot be completed and a refund becomes applicable due to a confirmed DIANA LUXURY-related issue, the original delivery charge may also be refunded or credited where applicable.
The applicable treatment will depend on the reason for the exchange and the outcome of verification and inspection.
- ONE-TIME FREE EXCHANGE AND REFUND
The one-time free exchange benefit provided under the Exchange Policy does not itself create a right to a refund.
If the customer uses the first eligible exchange and subsequently requests another exchange, the applicable delivery or exchange shipping charge will apply according to the Exchange Policy.
If the replacement cannot be provided and a refund becomes applicable, the refund will be processed according to the applicable Return, Exchange, and Refund Policies.
- REFUND PROCESSING TIME
Once a refund has been approved, DIANA LUXURY generally processes the refund within 7–10 business days.
The time required for the amount to actually appear in the customer's account may vary depending on:
- Payment gateway
- Bank
- Card issuer
- UPI/payment provider
- International payment provider
- Other financial institutions
DIANA LUXURY cannot control processing delays caused solely by banks, payment gateways, card networks, or other external financial institutions.
- REFUND AFTER RETURN INSPECTION
After the returned product is received, DIANA LUXURY generally aims to complete inspection within approximately 3–5 business days.
The overall return, exchange, repair, or refund process is generally aimed to be completed within approximately 15 days after the product is received, subject to courier timelines, inspection, customer response, product availability, payment processing, and other circumstances.
- REFUND FOR CANCELLED ORDERS
If an order is cancelled before dispatch and cancellation is permitted under the Order Cancellation Policy, the eligible prepaid amount will generally be refunded.
For COD orders cancelled before dispatch, there is generally no payment to refund.
Orders that have already been dispatched may not be eligible for cancellation and will instead be handled according to the applicable delivery, return, and refund rules.
- REFUND FOR UNFULFILLED ORDERS
If DIANA LUXURY is unable to fulfil an accepted prepaid order due to circumstances such as product unavailability or another DIANA LUXURY-related fulfilment issue, the eligible amount paid by the customer may be refunded or otherwise resolved as applicable.
The customer will be informed where an order cannot be fulfilled.
- DUPLICATE OR FAILED PAYMENT
If a customer is charged more than once for the same order due to a duplicate or failed payment transaction, the additional verified payment may be refunded after reconciliation.
The customer may be required to provide:
- Order ID
- Transaction reference
- Payment confirmation
- Registered mobile number/email
- Other reasonable payment information
Refund timing may depend on the payment provider or bank.
- PAYMENT GATEWAY REFUNDS
Payments may be processed through third-party payment providers such as Razorpay, PhonePe, UPI, PayPal, or other payment services made available by DIANA LUXURY.
DIANA LUXURY does not directly control the processing time of third-party banks, payment gateways, card networks, or financial institutions.
Where applicable, refunds will be initiated through the relevant payment/refund system.
- INTERNATIONAL PAYMENT AND CURRENCY REFUNDS
International orders may be processed in supported currencies such as INR, USD, GBP, or other currencies made available at checkout.
Where a refund is processed for an international order, the final amount received by the customer may vary because of:
- Currency conversion rates
- Bank conversion rates
- Payment provider conversion rates
- International transaction fees
- Bank charges
- Other financial institution charges
Any such difference or charge imposed by the customer's bank, card issuer, payment provider, or financial institution may be outside the control of DIANA LUXURY.
- CUSTOMS, TAXES AND REFUNDS
For international orders, customs duties, import taxes, VAT, brokerage, clearance charges, local delivery charges, and other destination-country charges may be payable by the customer.
Such charges are generally not refundable by DIANA LUXURY unless expressly stated otherwise or required under applicable law.
If an international order is returned due to customs refusal, failure to provide required documentation, unpaid import charges, prohibited/restricted goods, or other customer-related reasons, applicable return freight, customs, clearance, or other charges may be adjusted from any eligible refund where permitted.
- REFUND NOTIFICATION
When a refund is initiated, DIANA LUXURY may notify the customer through email, account notification, order communication, WhatsApp, or another available communication method.
The notification may include:
- Refund amount
- Refund method
- Refund reference
- Relevant order information
- Expected processing timeline
- REFUND NOT RECEIVED
If a refund has been confirmed as processed but the customer has not received it within the expected period, the customer should first check:
- Bank account
- Card statement
- UPI/payment account
- Payment provider account
- Email/payment confirmation
- Refund reference provided by DIANA LUXURY
If the amount is still not received, the customer should contact DIANA LUXURY with the Order ID and refund/payment reference.
DIANA LUXURY may coordinate with the applicable payment provider or bank where necessary.
- REFUND NOT ELIGIBLE
A refund may not be available where:
- The return request is outside the applicable return period
- The product is not eligible for return
- The product has been worn or used where normal return is not permitted
- The product has been altered or tampered with
- The barcode or tag has been removed or tampered with
- The product has customer-caused damage
- The customer does not meet applicable return conditions
- The claimed defect or damage cannot be verified as an eligible issue
- The order/product is otherwise excluded under an applicable policy
These conditions are subject to applicable consumer rights and non-waivable legal remedies.
- REFUND AFTER REJECTED RETURN
If a return is rejected after inspection, no refund will generally be processed for that rejected return.
Depending on the circumstances, DIANA LUXURY may offer to return the product to the customer, provide repair where appropriate, or provide another resolution.
Applicable shipping or handling charges may apply where permitted.
- REFUND AND REPAIR
Where a product can reasonably be repaired instead of refunded, DIANA LUXURY may offer repair as an alternative depending on the nature of the issue.
For customer-caused damage or post-delivery damage, repair charges and courier charges may apply.
Where a valid warranty or guarantee applies, the product-specific warranty or guarantee terms will determine the available remedy.
- PROMOTIONAL, DISCOUNTED AND COUPON ORDERS
For orders purchased using:
- Coupons
- Discounts
- Promotional offers
- Bundles
- Special pricing
- Store Credit
- Other promotional benefits
the refund amount will generally be based on the amount actually paid or the applicable value allocated to the returned product after applying the relevant promotion.
Promotional terms applicable at the time of purchase may affect refund eligibility and amount.
- REFUND OF STORE CREDIT
Where Store Credit has been issued instead of a refund, the Store Credit will generally remain valid for 6 months.
If Store Credit is used for a subsequent purchase, the refund treatment for that subsequent purchase will be governed by the applicable return and refund rules.
- STORE PICKUP REFUNDS
Orders collected through Store Pickup may be eligible for refund subject to the applicable cancellation, return, exchange, and refund conditions.
The customer may be required to provide:
- Order ID
- Invoice/order details
- Product
- Original packaging
- Barcode/tag
- Applicable accessories or components
Refund eligibility will depend on the reason for the refund and the applicable policy.
- FRAUDULENT OR SUSPICIOUS REFUND REQUESTS
DIANA LUXURY may conduct reasonable verification where a refund request appears inconsistent with order records, payment records, product condition, shipping records, return evidence, or other relevant information.
This may include verification of:
- Order history
- Payment transaction
- Product barcode/tag
- Product condition
- Return shipment
- Unboxing evidence
- Customer-provided photographs/videos
- Delivery records
Any action taken for fraud prevention will be subject to applicable law and consumer rights.
- CUSTOMER RESPONSIBILITY
Customers are responsible for:
- Providing accurate order and payment information
- Submitting return/refund requests within the applicable period
- Providing requested evidence
- Returning eligible products safely
- Using appropriate packaging
- Providing accurate bank/payment information where required
- Retaining return shipment/tracking information
- Responding to reasonable verification requests
DIANA LUXURY will not be responsible for delays caused by incorrect customer information or external payment/courier/banking systems.
- CONTACT US FOR REFUND SUPPORT
For refund-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 provide their Order ID and registered mobile number or email address when contacting support about a refund.
- RELATED POLICIES
Customers should also refer to:
- Return Policy
- Exchange 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 Refund Policy is intended to provide clear and transparent information about refund procedures.
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 right will prevail over any conflicting provision of this policy.
- POLICY UPDATES
DIANA LUXURY may update or modify this Refund Policy from time to time to reflect changes in business practices, payment systems, 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