Refund and Return Policy Overview

This refund and return policy establishes clear guidelines for returns, exchanges, and refunds for our custom and personalized jewellery store. This policy is designed to balance customer satisfaction with business protection while complying with consumer protection laws.

Return Window and Eligibility

Standard Return Period

  • 30-day return window from the date of delivery for eligible items
  • Items must be in original, unworn condition with all original packaging, tags, and documentation intact
  • Proof of purchase (receipt or order confirmation) required for all returns

Custom and Personalized Items Policy

Custom-made and personalized jewellery items are final sale and cannot be returned or refunded, except in the following circumstances:

  • Manufacturing defects or damage during production
  • Item received does not match the agreed specifications
  • Error on our part in production or delivery

Non-Returnable Items

The following items are not eligible for return:

  • Custom or personalized jewellery (including engraved items)
  • Earrings and pierced jewellery (for hygiene reasons)
  • Items showing signs of wear, damage, or alteration
  • Jewellery that has been resized or modified by another jeweller
  • Items without original packaging or certificates
  • Sale items purchased with discount codes (unless specified otherwise)
  • Gift cards

Return Process

How to Initiate a Return

Contact our customer service team within the return window via:

Provide the following information:

  • Order number
  • Item details
  • Reason for return
  • Photos of the item (if applicable)

Receive return authorization:

  • We will provide a Return Merchandise Authorization (RMA) number and prepaid return shipping label

Package items securely:

  • Return items in original packaging with all accessories, certificates, and documentation

Ship within 14 days:

  • Items must be shipped back to us within 14 days of receiving the RMA number

Return Shipping

  • Free return shipping provided for eligible returns within our standard policy
  • Customer responsible for return shipping costs if returning outside the 30-day window
  • All returns must be fully insured and include tracking information
  • Items returned without proper RMA authorization may be refused

Refund Policy

Refund Processing

  • Inspection period: 7-10 business days after we receive your returned item
  • Refund timeline: 14 business days after approval to original payment method
  • Refund amount: Full purchase price minus original shipping costs (if applicable)

Partial Refunds

A 20% restocking fee may apply in the following situations:

  • Returns initiated after the 30-day window (up to 60 days)
  • Items not in perfect resale condition
  • Made-to-order items that can be restocked

Non-Refundable Costs

  • Original shipping and handling charges
  • Return shipping costs (unless item is defective)
  • Rush order fees
  • Customs duties and taxes (for international orders)

Exchange Policy

Exchange Eligibility

  • Size exchanges available within 30 days for standard (non-custom) items
  • Style exchanges for items of equal or greater value
  • Original item must meet all return conditions

Exchange Process

  • Follow the same return process outlined above
  • Specify desired replacement item
  • Pay any price difference for higher-value items
  • Exchanges processed within 7-10 business days of receiving returned item

Damaged or Defective Items

Immediate Reporting Required

  • Report damaged or defective items within 48 hours of delivery
  • Provide unboxing video and clear photos of damage
  • Contact customer service immediately for expedited resolution

Resolution Options

For confirmed defects or damage:

  • Free replacement (preferred option)
  • Full refund including shipping costs
  • Repair (if applicable and mutually agreed upon)

Special Circumstances

Manufacturing Defects

We provide a 6-month warranty against manufacturing defects:

  • Covers material and workmanship issues
  • Does not cover normal wear and tear
  • Requires inspection by our quality assurance team

Size Guarantee for Custom Items

  • One free resize within 60 days for custom rings (within reasonable size range)
  • Customer responsible for shipping costs to and from our workshop
  • Additional resizes available at cost

Gift Returns

  • Gift receipts available upon request
  • Store credit issued for gift returns without original receipt
  • Same return conditions apply

International Returns

Additional Requirements

  • Items must be returned to the same country of purchase
  • Customer responsible for customs duties and international shipping costs
  • Extended processing time (up to 21 days) due to customs procedures

Fraud Prevention

Security Measures

  • All returned items undergo authentication inspection
  • Video surveillance during packaging and inspection
  • Right to refuse returns that don’t match original specifications
  • Legal action reserved for fraudulent return attempts

Customer Responsibilities

Proper Care and Handling

  • Items must be stored in provided jewellery boxes or pouches
  • Avoid exposure to chemicals, moisture, or excessive heat
  • Follow provided care instructions

Documentation Requirements

  • Retain all original packaging and documentation
  • Provide proof of purchase for all return requests
  • Include any certificates or grading reports with returned items

Legal Rights and Disclaimers

Consumer Protection

This policy is in addition to your statutory rights under applicable consumer protection laws. Where local laws provide greater protection, those laws will prevail.

Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on our website with an effective date. Customers will be bound by the policy in effect at the time of their purchase.

Dispute Resolution

For unresolved issues, customers may contact:

  • Our customer service management team
  • Relevant consumer protection agencies
  • Credit card dispute resolution (if applicable)

Contact Information

Customer Service Hours: Monday-Friday, 9 AM – 6 PM
Email: dilozeofficial@gmail.com
Phone: +923352899393
Address: TCS Mozang Road, Mozang Chungi, Lahore Pakistan

Returns Processing Centre:

TCS Mozang Road, Mozang Chungi, Lahore Pakistan

This policy is effective as of 07/08/2025 and supersedes all previous return policies. By making a purchase, customers acknowledge they have read and agree to these terms.