Cancellation Policy

At Diya Eternal Jewels Private Limited, we take great care in crafting and delivering your gold and diamond jewellery. Since many of our products may be specially prepared, customised, or made to order, we have established the following policy to ensure transparency for our customers.

1. Order Cancellation

Customers may request cancellation of an order by contacting us within 24 hours after placing the order.

Before Manufacturing/Processing

An order may be cancelled without a cancellation charge if the cancellation request is received before the order has entered manufacturing, customisation, procurement, certification, packaging, or dispatch.

For an approved cancellation, the amount paid will be refunded through the original payment method.

After Manufacturing Has Started

Once manufacturing, customisation, procurement, engraving, or other order-specific work has started, cancellation may not be possible.

This particularly applies to:

• Made-to-order gold jewellery
• Custom-designed jewellery
• Personalised or engraved jewellery
• Jewellery containing specially procured diamonds or gemstones
• Products manufactured specifically according to the customer’s specifications

Any cancellation or refund in such cases will be considered on a case-by-case basis, subject to applicable law and the costs already incurred for the order.

2. Customised & Made-to-Order Jewellery

Customised and made-to-order jewellery is created specifically for the customer and therefore may not be eligible for cancellation, return, or exchange once production has commenced.

Before manufacturing begins, customers may contact us if they wish to modify or cancel their order. We will confirm whether the requested change is possible.

3. Orders Already Dispatched

Orders that have already been dispatched cannot normally be cancelled.

If the customer receives jewellery that is damaged, defective, incorrect, or materially different from the product ordered, the customer should contact us within 48 hours/7 days of delivery with photographs/videos and the order details.

4. Damaged, Defective or Incorrect Products

We take responsibility for jewellery that is delivered:

• Damaged during transit
• Defective due to a manufacturing issue
• Different from the jewellery ordered
• Missing components specified in the order

Customers should notify us within 48 hours/7 days of delivery. We may request photographs, an unboxing video, or other information to assess the issue.

Where the issue is verified as being attributable to us, we will provide an appropriate resolution, which may include repair, replacement, exchange, or refund, as applicable.

5. Product Inspection

For high-value gold and diamond jewellery, customers may be required to make the jewellery available for inspection before a return, exchange, repair, or refund is approved.

The jewellery must be returned in its original condition along with applicable certificates, invoices, packaging, tags, and other documents provided with the order.

6. Refunds

Where a refund is approved, the refund will be initiated to the original payment method or through another legally permissible method agreed with the customer.

The time taken for the refund to reflect in the customer’s bank account may vary depending on the payment gateway, bank, or financial institution. For gold and diamond jewellery, the final refund amount may depend on the specific terms applicable to the transaction, including any permitted deductions for services or work already completed.

7. Exchange & Buyback

Any exchange or buyback of gold or diamond jewellery will be governed by our separate Exchange & Buyback Policy, where applicable.

The value of gold, diamonds, gemstones, making charges, taxes, discounts, and other components may be treated separately according to the terms applicable to the particular product and transaction.

8. Cancellation by the Company

We reserve the right to cancel an order in circumstances including:

• Product unavailability
• Inability to procure required materials
• Incorrect product information or pricing
• Payment or verification issues
• Suspected fraudulent or unauthorised transactions
• Circumstances beyond our reasonable control

If we cancel an order after receiving payment, the applicable amount paid by the customer will be refunded.

9. How to Request a Cancellation

To request cancellation, please contact our customer support team with:

• Order number
• Customer name
• Registered mobile number/email address
• Reason for cancellation

Cancellation requests should be made within 24 hours because orders may enter manufacturing or procurement shortly after being placed.

10. Consumer Rights

Nothing in this policy is intended to restrict or exclude any rights or remedies available to customers under applicable Indian laws and regulations.

For questions regarding cancellation, returns, refunds, repairs, or exchanges, please contact: