Return & Refund Policy

Effective Date: 1st September 2020
Last Updated: 5th June 2025

At DIAN Jewelry, your satisfaction is important to us. However, due to the high-value nature of our products and the personalized craftsmanship involved in many orders, we maintain a structured Return, Exchange, and Refund Policy in compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection, while also ensuring fairness and flexibility.

This policy applies to all purchases made through www.dianjewellery.com and offline orders placed under the registered entity Shantilal Jewellers LLC.

We accept returns only for non-customized, non-personalized items under the following conditions:

• Return request must be submitted within 14 calendar days from the date of delivery.
• Item must be unused, unworn, and in original packaging with tags and certificates (if any) intact.
• Items must pass our internal quality control inspection before approval.
• Return shipping is to be arranged and covered by the customer unless the item is defective or incorrect.
  
  

• Customized or engraved pieces (including name jewelry, birthstones, Arabic calligraphy items, and custom uploads).
• Bespoke or “Made-to-order” pieces.
• Sale/discounted or final sale items (clearly marked on product page).
• Earrings (due to hygiene considerations).
  
  

We allow one-time exchanges for eligible products within the same 14-day window.

• Only applicable for non-customized items.
• Product must be of equal or higher value (price difference to be paid).
• Exchange will be processed only after the original product passes quality control.
• Exchanges are subject to stock availability.

a. Approved Refunds will be processed:

• To the original payment method used at checkout.
• Within 7–10 business days after we receive and inspect the returned item.
• Refund confirmation will be sent via email or WhatsApp.

b. Refunds Will Not Be Issued:

• If items fail our return inspection.
• If items are returned without prior written approval.
• For products damaged due to misuse or alteration.

We strictly monitor for fraudulent return claims and chargebacks.

• Fraudulent disputes will be escalated to our legal team and reported to UAE Cybercrime & Commercial Fraud Departments under Federal Law No. 31 of 2021.
• Customers who initiate unjustified chargebacks on received and verified goods may be permanently blacklisted from future purchases.

To initiate a return:

• Email care@dianjewellery.com with your order number and reason for return.
• Our team will confirm eligibility and issue a Return Authorization (RA).
• Ship the item back to our Returns Address:

DIAN Returns Department
Office 103, 1st Floor, Building 4,
The Gold and Diamond Park,
Dubai, United Arab Emirates

• We recommend using a trackable and insured courier for your protection.

DIAN Jewelry reserves the right to:

• Refuse returns not meeting our eligibility criteria.
• Refuse items returned without prior RA approval.
• Withhold refunds until quality inspection is complete.

We will communicate clearly in case of refusal, and in
such cases, the item will be returned to the customer at their cost.

If you’re unsure whether your item is eligible for return, or you want to request an exchange, our support team is happy to help.

📧 care@dianjewellery.com
📞 +971 58 534 7991
⏱ Hours: Sunday to Friday, 11 AM to 6 PM GST