Customer Policies

1. Return & Refund Policy

Important — Discounted & Promotional Products

Products purchased under any discount, promotional offer, special offer, sale price, coupon, promotional code, bundle offer, or other discounted pricing are not eligible for the standard 7-day change-of-mind return or refund policy.

Such products may be eligible for exchange only, subject to THE DIAMOWN's applicable exchange terms, product condition, availability, and inspection.

This restriction does not limit or exclude any rights or remedies available to the customer under applicable Indian law in relation to products that are defective, deficient, incorrect, materially misrepresented, or otherwise do not conform to the agreed specifications.

Standard Return & Refund Policy

Eligible products purchased at regular price may be returned within 7 days from delivery, subject to the conditions below. The product must:

• Be unused and unworn.
• Be in original condition.
• Have no damage, alteration, resizing, engraving, polishing, or modification.
• Include original packaging, certificates, tags, invoices and documentation where applicable.
• Pass THE DIAMOWN's inspection and verification.

Products Generally Not Eligible for Return or Refund

The following may not qualify for the standard 7-day change-of-mind return/refund:

• Discounted or promotional products
• Sale products
• Products purchased using promotional codes or special offers
• Customized jewellery
• Personalized jewellery
• Engraved jewellery
• Made-to-order jewellery
• Specially manufactured products
• Specially sourced diamonds
• Resized or modified jewellery
• Products repaired or altered by a third party
• Products showing signs of wear or damage
• Products with missing or damaged documentation where such documentation is required
• Products specifically identified as final sale/non-returnable at the time of purchase

Where an item is not eligible for a change-of-mind refund, THE DIAMOWN may offer an exchange where applicable.

Statutory Rights

Nothing in this Return & Exchange Policy is intended to remove, restrict, or exclude any mandatory rights or remedies available to customers under applicable Indian law.

2. Important — Purchases Above ₹1,50,000

High-Value Purchase Policy

Orders with a total purchase value above ₹1,50,000 are not eligible for the standard 7-day change-of-mind return/refund policy.

Eligible high-value purchases may instead be considered for exchange, subject to:

• Product condition
• Inspection
• Product availability
• Original documentation
• Applicable exchange period
• Price difference
• Design/customization restrictions

Important Legal Protection

This commercial policy does not limit or exclude any rights or remedies available to a customer under applicable Indian law. If a product is defective, deficient, incorrect, materially misrepresented or otherwise does not conform to the agreed specifications, THE DIAMOWN will review the matter and provide an appropriate remedy in accordance with applicable law and the circumstances of the case.

3. Exchange Policy

Eligible products may be exchanged subject to inspection and availability.

For purchases above ₹1,50,000, exchange may be available even though the standard 7-day change-of-mind refund does not apply.

If the replacement product costs more, the customer must pay the difference.

If the replacement product costs less, the applicable difference will be handled according to the exchange terms communicated by THE DIAMOWN.

Customized, personalized, engraved, specially manufactured or certain made-to-order products may not qualify for exchange.

4. Cancellation Policy

Customers should contact THE DIAMOWN as soon as possible if they wish to cancel an order.

Cancellation requests may be accepted only before production, customization or dispatch has reached a stage where cancellation is reasonably possible.

For customized, engraved, personalized or specially manufactured products, cancellation may not be available once production has commenced.

If cancellation is accepted, any eligible refund will be processed after applicable deductions or adjustments that were clearly disclosed and permitted under applicable law.

5. Damaged, Defective or Incorrect Products

If a customer receives a product that appears damaged, defective, incorrect or materially different from the confirmed order:

• Contact THE DIAMOWN as soon as possible.
• Provide the order number.
• Provide photographs/videos of the product and packaging.
• Do not resize, repair, polish, alter or modify the product.
• Keep the original packaging and documentation.
• Follow THE DIAMOWN's inspection/return instructions.

The product may be inspected before a final resolution is provided.

6. Customized & Made-to-Order Products

The following products may have restricted return/exchange eligibility:

• Customized jewellery
• Personalized jewellery
• Engraved jewellery
• Specially manufactured jewellery
• Made-to-order jewellery
• Specially sourced diamonds
• Products manufactured according to customer-specific specifications
• Resized or modified jewellery

Any applicable restrictions will be communicated before or at the time of purchase.

Statutory rights concerning defective, incorrect or materially misrepresented products remain unaffected.

7. Diamond Certificates

Where a diamond is supplied with an IGI, GIA, SGL or other certificate/report, the original certificate/report should be returned with the jewellery when a return is approved.

If a certificate has been lost or damaged, replacement or administrative charges may apply where applicable.

8. Ring Size

Where technically possible, THE DIAMOWN may offer a size adjustment or exchange subject to:

• Design
• Metal
• Stone setting
• Product condition
• Availability
• Manufacturing limitations
• Applicable service/resizing charges

Some designs cannot safely be resized.

9. Return Shipping & Insurance

Customers must not ship jewellery back without receiving return authorization and instructions from THE DIAMOWN.

For approved customer-requested returns/exchanges, shipping and insurance arrangements will be communicated before shipment.

For confirmed defective, incorrect or materially misrepresented products, THE DIAMOWN will review and determine the appropriate shipping arrangement in accordance with the circumstances and applicable law.

10. Refund Processing

For an approved eligible refund:

• The product must first pass inspection.
• Refund processing will begin after approval.
• The refund will generally be made through the original payment method where reasonably possible.
• Payment gateway/bank processing times may vary.
• Any permitted and clearly disclosed non-refundable service, customization or special-order charges may be handled according to the applicable order terms.

11. Lifetime Jewellery Warranty

THE DIAMOWN provides a Lifetime Limited Warranty for eligible jewellery against specified manufacturing and workmanship defects, subject to inspection.

Warranty may cover:

• Manufacturing defects
• Workmanship defects
• Certain setting defects caused by original workmanship
• Structural defects caused by original manufacturing
• Certain stone-setting issues resulting from manufacturing defects

Warranty generally does not cover:

• Accidental damage
• Impact
• Dropping
• Crushing
• Bending
• Scratches
• Normal wear and tear
• Loss
• Theft
• Misuse
• Improper storage
• Harsh chemicals
• Unauthorized repairs
• Third-party modifications
• Third-party resizing
• Extreme heat
• Damage caused by negligence

The warranty covers eligible manufacturing/workmanship issues and is not an insurance policy. Nothing in this warranty limits or excludes rights available to customers under applicable Indian law.

12. Warranty Claim Process

Customers should provide:

• Order/invoice information
• Product details
• Photographs/videos where useful
• Certificate/report where applicable
• Jewellery for physical inspection when requested

After inspection, THE DIAMOWN may, where appropriate:

• Repair the jewellery
• Reset a stone
• Correct a manufacturing defect
• Replace a defective component
• Provide another appropriate resolution

The specific remedy will depend on the nature of the issue and applicable law.

13. Lifetime Buy-Back Policy

THE DIAMOWN may offer a Lifetime Buy-Back Program for eligible jewellery originally purchased directly from THE DIAMOWN.

Eligibility may require:

• Original THE DIAMOWN purchase
• Verifiable invoice/order record
• Successful authenticity verification
• Product inspection
• Original documentation where available

Buy-back valuation may consider:

• Metal type
• Metal purity
• Net metal weight
• Diamond type
• Diamond carat
• Diamond characteristics
• Certification
• Current market conditions
• Product condition
• Processing/recovery costs

The original purchase price does not guarantee the future buy-back value.

The Buy-Back Program is separate from:

• Return
• Refund
• Exchange
• Warranty
• Statutory consumer remedies

14. Shipping & Delivery Policy

THE DIAMOWN takes reasonable care when preparing and dispatching jewellery.

Delivery timelines depend on:

• Product availability
• Manufacturing time
• Customization
• Payment confirmation
• Shipping destination
• Courier service
• Security procedures
• Customs requirements where applicable

Customers are responsible for providing accurate delivery information.

Delays caused by courier companies, customs, government restrictions, natural events or circumstances outside THE DIAMOWN's reasonable control may occur.

For high-value shipments, THE DIAMOWN may use appropriate secure shipping and insurance arrangements.

15. Delivery Inspection

Customers should inspect the package immediately upon delivery.

If the package appears:

• Opened
• Tampered with
• Severely damaged
• Incorrect

the customer should document the condition and contact THE DIAMOWN as soon as possible.

16. Grievance Redressal Policy

Customers may contact THE DIAMOWN regarding:

• Orders
• Returns
• Refunds
• Exchanges
• Warranty
• Shipping
• Payments
• Product information
• Privacy matters
• Other complaints

Contact Grievance Officer

Email: support@thediamown.com

Customers should provide:

• Name
• Order number
• Contact details
• Description of complaint
• Supporting documents/photos where relevant

THE DIAMOWN will acknowledge and process complaints in accordance with applicable requirements.

17. Policy Changes

THE DIAMOWN may update these policies when necessary to reflect changes in products, services, business practices or applicable laws.

The latest version published on the website will apply to future transactions, subject to applicable law.

18. Statutory Rights

Nothing in these policies is intended to:

• Remove statutory consumer rights;
• Exclude remedies required by applicable law;
• Misrepresent the customer's legal rights; or
• Prevent a customer from exercising a right or remedy available under applicable Indian law.