ORDER CANCELLATIONS & RETURNS POLICY
At Diamond Rose India, we strive to make sure you have the best experience while selecting and buying your favorite Indian Ethnic Outfits. Despite our best efforts to keep our customers happy, there are times when you might feel the need to return your product for circumstances beyond your or our control.
We have listed everything below about our Cancellation and Refunds policy so that incase you do decide to cancel your order, or seek refunds, you do not face an iota of a problem.
Q: Can I cancel my order in case I change my mind after ordering?
A: Yes, you can. We will initiate 100% refund of your money and a confirmation of the same will be sent to you via e-mail, though we would have loved to add a new Ethnic Fashion statement to your wardrobe.
Q: Why a "24 Hour" deadline?
A: As soon as your order is confirmed, action is initiated at our end. The process of picking, packaging and logistics start, and the ordered product in most cases has already passed through a couple of phases.
Q: Could there be a delay at Diamond Rose India because of "unforeseen circumstances"?
A: We try our best to assure that your ordered products are shipped out to you in the promised time, but at times there are chances of delay in processing due to unavailability of stock, or other unavoidable circumstances. In such a situation, we will send you a formal communication requesting you to:
a) Accept a Gift Card of equivalent value that you may use to purchase an alternate Ethnic Fashion Statement
b) Opt to receive a refund of your money
Q: But if I am unable to find an alternative Ethnic Fashion Statement?
A: We offer a compensation by way of gift card or discount coupon depending upon the order value and delay in communication.
Q: Oops! I "missed" adding a critical detail while placing the order. Possibility of correcting it?
A: No worries. Such situations are often encountered when customers forget to:
1) Update their complete shipping details;
2) Verify or give their consent if required on certain pending notifications within the requested time. As a policy, we try and reach out to our esteemed customers via their registered e-mail address.
POST SHIPMENT RETURNS
Q: I received the order. But there's an issue. Can I return my ordered items?
A: Yes you can. At Diamond Rose India, we don't believe in making customers, but strengthening our family with happy family members. We take stringent measures to deliver Fashion Delight to our customers globally, in the best possible condition but there's always a possibility that
a. Item(s) may get damaged during transit; or
b. There may be a manufacturing defect which didn't get noticed during packing; or
c. A wrong item is shipped out to you by mistake.
Q: How soon should I get back to you?
A: Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.
Q: In what scenarios would you not accept any returns?
A: Kindly be informed that any product purchased from our Sale Section will not be returned under the Returns Policy except if it's an error on behalf relating to a manufacturing defect or a wrong item has been shipped out to you by mistake. We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us, and dispatch the product at the earliest once we accept the return request. Kindly do not dispatch the products before receiving a "Return Accepted" Confirmation email from us; we will not be able to entertain such requests.
Q: What are the steps of returning any item ordered from Diamond Rose India?
A: #1 – Informing Diamond Rose India, In case you have any complaints regarding the product you have received, please ensure that you report it to us within 48 hours of receiving the product.
#2 - Confirmation email from Diamond Rose India, You will receive acknowledgement e-mail from us on confirming a Return Authorization, within 2-3 business days. Please do not ship items before you receive this email from us. We will be unable to process any "Items Returned" without the Return Authorization Reference. Please note: Incase needed, we'd request you for a digital picture of the item for our internal review to be able to process your request.
#3 - Shipping Back the Items When Shipping back the items:
1. As would be advised in our return authorization e-mail, please send the items to us preferably through a reputed, registered courier/airmail service only to avoid any transit related issues.
2. Please try and ensure that you retain all the packaging material along with the product. Do not remove tags, stickers, etc. Unless you are sure you want to keep the product. Presence of original tags is a must to process returns.
3. Please do not forget to mark the packaging as "Defective Items for Returns" and not for sale.
#4 - Item Receipt and Inspection at Diamond Rose India Warehouse as a policy, our team shall examine the products on return and identify the defects/variation as indicated by you.
#5 - Proposed solutions post receipt of returned items Post inspection of returned item(s), our team will propose remedial solutions to you on a case to case basis -
a. Choosing an alternate Ethnic Treasure as a replacement of equal value
b. A Gift Card to be used later for shopping on Diamond Rose India
Q: What will be my options if there was an error by Diamond Rose India?
A: We will duly acknowledge the issue and you would always be welcome to decide from proceeding with: 1. An Item Replacement
2. Issuance of a Gift Card
3. A Refund of order value
Q: What will be the value of Refund/Gift Card in case I opt for the same?
A: 100% of the value of the goods will be ensured.
In any case, the refunds will not exceed the actual amount paid by you.
Q: But I had to pay the courier service for shipping the item back!
A: If we end up making an error in spite of best efforts, the extra shipping cost incurred during the return of the product will be refunded. In any other case, the Shipping Charges and other expenses would be borne by you.
Q: That’s great. But are there any reasons you might not provide me with all 3 options or no option?
A: Diamond Rose India's representative will reach out to you with limited alternatives for below cases:
1. If you do choose to return the product for any reason apart from an inadvertent mistake from our side.
The refund will be processed in the form of a Gift Card redeemable during your next purchase with Diamond Rose India.
2. If there was a Delay due to God’s or the Government’s Intervention
There are times when the delivery of the goods is delayed due to unforeseen circumstances such as natural calamity, public holiday, etc. In such a case Diamond Rose India shall not refund, return or exchange any order on request.
3. In case you realize that you might have made an error while ordering or providing measurements, we would ask you to bear the additional charges of shipping.
Q: How long does it usually take for Returned Items to reach back to the Diamond Rose India Warehouse?
A: International shipments usually take between 6 to 8 weeks in transit if done through postal service. Any shipment returned within India takes 3-4 days to reach if sent through DTDC. Exact time taken for transit would depend on the nature of the product and your location.
Q: What about charges levied for International Transaction Fees and Local Taxes?
A: International Transaction Fees: Cross Border or, International Transaction Fees, if any charged by the respective bank from your credit or debit card will not be refunded. Please note these are hidden charges levied by your bank on you, and not by us. Customers must contact their bank for additional information on these charges.
Local Taxes: The VAT / Custom Duty / Local Taxes / Import Duties are borne directly by the customer as per local laws, to be paid at the time of delivery as advised by the respective courier partner. We will not refund any such charges, if applicable during order delivery.