Return & Refund Policy

Effective Date: 1st September 2020
Last Updated: 9th October 2026

At DIAN Jewellery, operated by Shantilal Jewellers LLC (est. 1969, The Gold and Jewellery Group, Dubai Economic Department License No. 215802), we stand behind the exceptional artistry, material purity, and craftsmanship of every creation. Benchmarked to international fine jewellery standards and in strict compliance with UAE Federal Law No. 15 of 2020 on Consumer Protection, our return, refund, and exchange policy provides clear, balanced, and transparent terms for our clientele worldwide.

This policy applies to all purchases made online at dianjewellery.com and in-person at our boutique in The Gold and Diamond Park, Dubai.

We offer returns for eligible ready-to-ship, non-customized jewellery within 7 calendar days from the date of confirmed delivery, subject to the following criteria:

• 7-Day Window: Return requests must be formally initiated within 7 calendar days of delivery.
• Pristine & Unworn Condition: Items must be in brand-new, completely unworn condition, showing no scratches, abrasions, scuffs, or signs of wear.
• Security Tags Attached: All original DIAN Jewellery tamper-evident security tags must remain intact, uncut, and firmly attached to the piece. Removal or tampering with the security tag immediately voids return and refund eligibility.
• Complete Packaging & Documentation: All original presentation boxes, protective outer packaging, authenticity certificates, diamond reports (GIA, IGI, or in-house certificates), and complimentary gifts must be included. A replacement fee of AED 500 applies for missing third-party diamond certificates.
• Proof of Purchase: A valid DIAN Jewellery order number, invoice, or boutique receipt is required.

In accordance with industry standards and luxury manufacturing practices, the following items are strictly final sale and non-returnable:

• Custom & Bespoke Jewellery: Any piece handcrafted to custom specifications, including Arabic calligraphy jewellery, personalised name necklaces, birthstone arrangements, bespoke engagement rings, and custom uploads. Each bespoke design undergoes explicit digital CAD render preview and customer approval prior to handcrafting. Once approved and placed into casting, production cannot be cancelled, modified, returned, or refunded.
• 24K Gold Note Souvenirs: Due to the pure precious metal bullion content (100mg pure 999.0 gold manufactured via advanced nanotechnology) and volatile daily market gold fluctuations, all Gold Note orders are strictly final sale once dispatched. Furthermore, opening or damaging the archival tamper-evident blister packaging renders the item non-returnable under all circumstances.
• Pierced Earrings: In strict compliance with UAE Public Health, Hygiene, and Consumer Safety regulations, earrings for pierced ears cannot be returned or exchanged.
• Resized, Modified, or Third-Party Handled Pieces: Any jewellery that has been resized, repaired, engraved, or altered by any jeweller or workshop outside of DIAN Jewellery.
• Gift Vouchers & Promotional Codes: Physical and digital gift vouchers cannot be returned, exchanged, or refunded for cash.
• Clearance & Final Sale Items: Products specifically marked as final sale or clearance at checkout.

We accommodate a one-time exchange for eligible ready-made, non-customized jewellery items within 7 calendar days of delivery:

• Applicable solely to unworn ready-to-ship items with security tags attached.
• The replacement piece must be of equal or higher value (any price differential must be settled prior to dispatch of the replacement piece).
• Exchange approval is contingent upon the returned item successfully passing our gemological quality inspection.
• Exchanges are subject to inventory availability. If your desired piece requires handcrafting, standard production lead times apply.

To initiate a return or exchange for an eligible item, please follow this step-by-step procedure:

Step 1: Contact Concierge for Return Authorisation (RA)
Submit your return request within 7 calendar days of delivery via WhatsApp at +971 58 534 7991 or email at care@dianjewellery.com. Include your order number, clear high-resolution photographs showing the unworn item with its security tag attached, and the reason for return.

Step 2: Receive Your RA Number
Upon verification of eligibility, our concierge team will issue a formal Return Authorisation (RA) number and detailed return packing instructions. Packages received without a valid RA number will be returned to sender.

Step 3: Secure Delivery or In-Person Boutique Drop-Off
You may return your approved item via either method:

• Option A — In-Person Boutique Drop-off (Complimentary): Bring the piece directly to our flagship boutique:
  DIAN Jewellery Boutique
  Shop 103, Building 4, The Gold and Diamond Park,
  Sheikh Zayed Road, Dubai, United Arab Emirates
  Operating Hours: Monday – Sunday, 10:00 AM – 8:00 PM GST.
• Option B — Insured Trackable Courier: Carefully package the piece in its original protective packaging. Ship via a trusted, fully insured courier with signature required (e.g., Aramex, DHL, FedEx) to:
  DIAN Jewellery Returns Department (RA # [Your RA Number])
  Shop 103, Building 4, The Gold and Diamond Park,
  Dubai, United Arab Emirates | Tel: +971 58 534 7991

Clients are responsible for all return courier shipping fees and insurance coverage unless returning a verified manufacturing defect. DIAN Jewellery cannot be held liable for packages lost or damaged in transit to our facility.

Mandatory Quality & Authenticity Verification:
Because every piece represents certified high-value precious metals and gemstones, all returned items undergo meticulous technical and gemological inspection by our certified master jewellers. We verify:

• Gold purity (18K hallmark validation under Dubai Central Laboratories standards).
• Diamond and gemstone authenticity, weight, integrity, and setting security.
• Confirmation that security tags have not been cut, reattached, or tampered with.
• Zero microscopic wear, alterations, or setting stress.

Refund Issuance:
Upon successful gemological approval, refunds are processed within 5–7 business days:

• Refunds are credited exclusively to the original payment method utilized at checkout (credit card, Apple Pay, or bank transfer).
• Original outbound shipping charges, express delivery fees, and payment gateway processing surcharges are non-refundable.
• For international returns, local customs duties, VAT, and brokerage fees paid to destination authorities are non-refundable by DIAN Jewellery.
• Depending on your card issuer or banking institution, funds typically reflect in your account within 5 to 10 additional banking days.

In the rare event that an item arrives damaged in transit or with an evident manufacturing discrepancy:

• You must notify DIAN Jewellery within 48 hours of courier delivery by messaging WhatsApp at +971 58 534 7991 or emailing care@dianjewellery.com.
• Please provide immediate, unedited photographic and video evidence of the parcel packaging, courier label, and the specific defect.
• Upon preliminary validation, we will arrange a complimentary insured courier pickup or boutique inspection. Confirmed manufacturing defects will be repaired or replaced at zero cost to the client in accordance with our 1-Year Manufacturing Defect Warranty.

DIAN Jewellery operates under transparent commercial practices in full alignment with UAE Federal Law No. 15 of 2020 on Consumer Protection and maintains zero tolerance for commercial fraud.

• Unjustified payment disputes, chargebacks initiated on confirmed, verified deliveries, or attempts to return substitute or compromised items will be escalated immediately to our legal counsel and reported to the UAE Cybercrime and Commercial Fraud Departments under Federal Decree Law No. 31 of 2021 (Penal Code).
• Clients initiating fraudulent chargebacks will be permanently barred from future purchases and bespoke orders across The Gold and Jewellery Group network.

Our dedicated fine jewellery concierge is available to assist you with any questions regarding eligibility, sizing, or return guidance:

WhatsApp Concierge: +971 58 534 7991
Email: care@dianjewellery.com
Flagship Boutique: Shop 103, Building 4, The Gold and Diamond Park, Sheikh Zayed Road, Dubai, UAE
Operating Hours: Monday to Sunday, 10:00 AM – 8:00 PM GST