Refund policy
This Exchange and Returns Policy (“Policy”) forms an integral part of the Terms and Conditions of Dash Diamonds™ and applies to all purchases made through the Platform.
1. General Policy Position
1.1 All products sold by Dash Diamonds™ are bespoke, made-to-order, customised and/or high-value luxury goods manufactured or procured specifically pursuant to customer specifications. Accordingly, all sales are final, and no returns, exchanges, refunds or cancellations shall be permitted under any circumstances, save and except to the limited extent mandatorily required under applicable consumer protection or other applicable laws which cannot be lawfully excluded or waived.
1.2 Nothing contained in this Policy shall be construed as excluding, restricting or limiting any statutory or other rights or remedies available to a consumer under applicable law to the extent such rights are non-excludable, non-waivable or mandatory in nature.
2. No Returns or Exchanges for Change of Mind
2.1 Dash Diamonds™ does not accept returns or exchanges for reasons including, without limitation:
(a) any change of mind by the customer;
(b) subjective considerations of personal taste or preference;
(c) incorrect selection of size, specifications or dimensions by the customer;
(d) dissatisfaction with colour, brilliance, lustre, cut, design aesthetics or overall appearance attributable to the inherent, natural or artisanal characteristics of gemstones, precious metals or manufacturing processes; or
(e) minor variations arising from product photography, videography, lighting conditions, digital rendering, or differences in screen resolution, colour calibration or display settings.
2.2 The circumstances set out in Clause 2.1 shall not constitute a defect, deficiency, non-conformity or lack of merchantability, nor shall they give rise to any right of return, exchange, replacement or refund, except to the extent mandatorily required under applicable law.
3. Defective or Non-Conforming Products
3.1 A return, replacement or repair shall be considered only where the product is demonstrated, to the reasonable satisfaction of Dash Diamonds™, to suffer from a manufacturing defect or material non-conformity that existed at the time of delivery and is expressly covered under Dash Diamonds™’ limited warranty.
3.2 Without prejudice to Clause 3.1, eligibility for any such remedy shall be subject to strict compliance with the following conditions:
(a) the customer notifies Dash Diamonds™ in writing within forty-eight (48) hours of delivery of the product;
(b) the customer provides clear, unedited photographic evidence and an unboxing video evidencing the alleged defect or non-conformity; and
(c) the product remains unused, unworn, unaltered and in its original condition, together with all original packaging, certificates and accessories, if any.
3.3 Upon verification of the defect or non-conformity in accordance with Clause 3.2, Dash Diamonds™ shall, at its sole discretion and to the extent permitted under applicable law, be entitled to:
(a) repair the product;
(b) replace the product with a comparable item of equivalent value and specifications; or
(c) provide such other remedy as may be mandatorily required under applicable law.
3.4 For the avoidance of doubt, no remedy shall be available where the alleged defect or non-conformity arises due to customer misuse, normal wear and tear, improper handling, unauthorised repairs or alterations, or causes occurring after delivery.
4. Exclusions
4.1 Without prejudice to the foregoing provisions of this Policy, no return, exchange, replacement or refund shall be permitted in respect of any product in cases including, without limitation, where the issue arises due to:
(a) normal wear and tear;
(b) accidental damage, negligence or mishandling;
(c) resizing, repair, modification or alteration carried out by any third party not authorised by Dash Diamonds™;
(d) loss, chipping, breakage or damage to gemstones, diamonds or other components occurring after delivery; or
(e) damage arising from improper use, storage, care or maintenance of the product.
4.2 The exclusions set out in this Clause shall apply to the fullest extent permitted under applicable law.
5. Return Process (If Approved)
5.1 Any return of a product shall be subject to prior written authorisation issued by Dash Diamonds™ in accordance with this Policy.
5.2 Where a return is authorised, the customer shall strictly comply with the return instructions communicated by Dash Diamonds™, including requirements relating to secure packaging, adequate insurance coverage and verifiable shipment tracking.
5.3 Dash Diamonds™ shall not be responsible or liable for any loss, theft or damage to a product occurring during return shipment where such shipment is unauthorised, improperly packaged, inadequately insured, or otherwise not carried out in accordance with the prescribed return instructions.
6.1 Refunds, where mandatorily required under applicable law, shall be processed only to the original payment method used by the customer for the relevant transaction.
6.2 Unless otherwise required under applicable law, all shipping charges, customs duties, taxes, levies and payment gateway or processing fees shall be non-refundable, irrespective of the nature of the claim.Â
7. Policy Updates
Dash Diamonds™ reserves the right to amend, modify or update this Policy at any time at its sole discretion. Any such revised Policy shall become effective upon publication on the Platform and shall apply prospectively to orders placed after such publication, unless otherwise required under applicable law.
