Terms & Conditions

I. Cancellation, Return and Refund Policy

For Ecommerce:

Cancellation by Customer:

1. The customers can cancel the orders at any time before the DS Product is shipped or dispatched to the customer.
2. The Order cannot be cancelled under any circumstances, once it is shipped or dispatched by DS.
3. Incase of order of customised DS products total value of which exceeds INR 10 lakhs, on cancellation of such product refund shall be done as per Buyback policy and if value of such DS product is below INR 10 Lakhs refund shall be done as per exchange policy.
4. If the total order value exceeds INR 10 lakhs, refund shall be done as per Buyback policy.
5. On cancellation, any benefits availed or obtained by the Customers under any scheme or offers at the time of the purchase, shall be reversed and/ or returned by the customer, Premium if any paid will not be returned back to the customer.

Procedure for Cancellation

Cancellation by Customer:

1. Cancellation requests must be submitted by filling up the Request Form available at the DS website and/or at mobile application.
2. Customers must provide the following details in their cancellation request:
   • UID Number
   • Customer Name
   • Reason for cancellation
3. The DS will review such request for cancellation and will notify its decision on the cancellation request.
4. The DS will refund the amount to the customer within 14 (fourteen) business days from the date of confirmation of the cancellation order.

For Offline Purchase

Cancellation by Customer:

1. The customers can cancel the orders at any time before the DS Product is handed over to the customer.
2. Incase of order of customised DS products total value of which exceeds INR 10 lakhs, on cancellation of such product refund shall be done as per Buyback policy and if value of such DS product is below INR 10 Lakhs refund shall be done as per exchange policy.
3. If the total order value exceeds INR 10 lakhs, refund shall be done as per Buyback policy.
4. On cancellation, any benefits availed or obtained by the Customers under any scheme or offers at the time of the purchase, shall be reversed and/ or returned by the customer, Premium if any paid will not be returned back to the customer.

Procedure for Cancellation

Cancellation by Customer:

1. Cancellation requests must be submitted by filling up the Request Form available at the DS website and/or at mobile application.
2. Customers must provide the following details in their cancellation request:
   • UID Number
   • Customer Name
   • Reason for cancellation
3. The PJ/DS will review such request for cancellation and will notify its decision on the cancellation request.
4. The DS will refund the amount to the customer within 14 (fourteen) business days from the date of confirmation of the cancellation order, the amount mentioned in DS Verify and Track shall be the final amount.

A. Cancellation by Divine Solitaires:

1. There may be certain orders that Divine Solitaires might not accept & deliver, and therefore, DS reserves the right to refuse or cancel any order at its sole discretion in lieu of multiple reasons including any internal policy decision, force majeure event, non-availability of any ordered product or part thereof or limitation on available quantity requested, errors in pricing or product information or certain issues identified by our fraud avoidance department or any other issue which Divine Solitaires identifies for the purpose of not accepting the order. The Divine solitaire does not owe any justification/ explanation to any customer for cancellation or refusal to confirm the order and shall not be liable for such cancellation.
2. On cancellation by DS, no processing fees shall be charged. The Customer shall be intimated of the refund of entire amount originally paid by the customer to the original payment source on the registered email ID & mobile number.

II. Return and Refund Policy

A. For Ecommerce

1. Return Policy shall be applicable for the Customers who made an online purchase for the DS products (except accessories) through our official E-commerce platform namely shop.divinesolitaires.com or through our mobile application.
2. Divine Solitaires offers 21 (Twenty One) days from receiving the product, return policy to every Customer for its DS product sold, through its Ecommerce platform if the returned goods are in its original form and subject to QC check.
3. At the time of QC check If DS found that the returned DS product is damaged or used refund of such DS Product will be as per exchange policy.
4. The DS will confirm to the request of the Customer for Return only after receipt of the DS product and its acceptance after QC check of the product. The same shall be intimated by DS to the Customer. The discretion of DS in this regard shall be final and binding upon the Customer.
5. If the total value of DS product exceeds INR 10 lakhs, refund shall be done as per Buyback policy.
6. DS and International Certificate is mandatorily required to be submitted at the time of return of the product for its QC check.
7. Upon availing return, any benefits availed or obtained by the Customers under any scheme, offer, at the time of the purchase, shall be reversed and/ or returned by the customer. Premium if any paid will not be returned back to the customer.

Procedure for Return of DS product through Ecommerce

1. Customers who wish to return the DS product (except accessories) must fill up the Request Form for Return available at the DS website and/or at mobile application within 7 days from the date of receiving the product.
2. Upon receiving the return request, DS will review it within 3 (Three) business days from the date of the receipt of the return request and verify whether the product meets the conditions for return. The customer will be notified by DS if the return request is accepted or rejected. The decision of DS in this regard shall be final and binding on the customer.
3. If the return request is approved, DS will either arrange for a pickup of the product from the customer’s location or the customer can choose to return the product directly to DS’s office. Prior notice and arrangements will be made for the return delivery to ensure the product is sent back correctly.
4. DS reserves the right to refuse to collect the returned product in case the product is found tampered or used. For the sake of clarity, return request approved shall not be construed to mean the product is accepted by DS under its return policy, the same shall be subject to eligibility and independent verification by DS.
5. The pickup personnel will conduct a preliminary inspection to assess the condition of the product. The customer is required to sign a Indemnity letter before handing over the DS product to the delivery personnel.
6. Once DS receives the returned product and confirms its eligibility for return, the DS will initiate the process for refund to the customer. The refund amount will be the original amount paid by the customer, after adjustment of any premium if paid will be deducted from the refund amount.
7. Upon the independent verification and eligibility check by DS, if it is observed or DS is of the opinion that the such product is tempered or used or damaged, in such case, DS shall intimate the customer and reject the requests of the customer for return or accept the return as per exchange policy.
8. If the DS product is found to be ineligible for return, the customer shall be responsible for making arrangements to pick up the DS product from the DS office at their own expense.
9. The final refund amount will be communicated to the customer and will be processed within 14 (fourteen) business days from the date when eligibility is confirmed by DS. The refund will be credited to the Customer’s original mode of payment or as per the agreed refund mechanism.

B. For Offline PJ Stores

1. To avail this facility of return policy, the Customer is required to fill up the Return Request Form available at the DS website and/or at mobile application. The customer then required to approach original PJ store with the DS product along with necessary invoice and DS certificates and international certificate (if availed) of the product.
2. Divine Solitaires offers 7 (Seven) days from receiving the product, return policy to every Customer for DS product sold purchased from authorised Outlet of PJ of DS across India, if the returned goods are in its original form and subject to QC check.
3. The eligibility of the return of DS product shall be communicated to the customer once product is verified by DS QC department.
4. The customer shall be charged 3% on prevailing MRP for return of the order as processing fees.
5. If the total value of DS product exceeding INR 10 lakhs, refund amount shall be as per Buyback Policy.
6. Upon availing return, any benefits availed or obtained by the Customers under any scheme, offer, at the time of the purchase, shall be reversed and/ or returned by the customer. Premium if any paid will not be returned back to the customer.

Procedure for Return of DS product through Offline PJ Stores

1. The Customer must approach the original PJ store, showing the details of return request form along with the DS Product for review.
2. The PJ Store will review the product and send the product to DS for QC Check to assess the eligibility of the DS product.
3. DS will verify the product and do the QC check.
4. Upon the independent verification and eligibility check by DS, if it is observed or DS is of the opinion that the such product is tempered or used or damaged, in such case, DS reserves the right to reject returns.
5. The customer will be notified on acceptance and rejection of the return request by DS.
6. Once DS receives the returned product and confirms its eligibility for return, PJ can initiate the process of refund. The refund amount will be the original amount paid by the customer, less premium if any paid. Additionally, deduction of 3% processing fees based on the prevailing MRP of the product from the refund amount.
7. The final refund amount will be communicated to the customer by PJ.
8. If the DS product is found to be ineligible for return, the customer shall be responsible for making arrangement to pick up the DS product from the original PJ Outlet at their own expense.
9. The refund will be processed within 14 (fourteen) business days after eligibility of product is confirmed by PJ
10. The refund will be credited to the Customer’s original mode of payment or as per the agreed refund mechanism

III. Shipping Policy

1. Divine Solitaires delivers to across India to appx 24000 pin codes. Delivery charge varies with each state or city. The customer needs to specify the address to where the shipment has to be made at the time of purchase. The Address provided by the customer cannot be changed, under any circumstances, once the DS product is shipped or dispatched. Any change in the delivery address shall be communicated to Divine Solitaire well in advance to the shipping date. Any inconsistencies in this regard will result in delay in the delivery of DS product and/or changing of the actual expenses incurred by Divine Solitaire due to inconsistencies.
2. Products are shipped after the receipt of full payment against the order except in case of COD.
3. DS ensures that all the dispatches are perfectly boxed and wrapped with security tapes when they are dispatched from our order-processing unit. However, DS cannot ensure the handling and damage caused in transit, if any, by courier companies before reaching to the Customer. The Customers, therefore, shall NOT accept any damaged or tampered shipments as it will then be the responsibility of the recipient in case any product is missing.
4. Orders can be delivered to only Residential and Commercial Locations mentioned by Customer while placing the order. The delivery of the orders cannot be made to any public places like Malls, Hotels, Restaurants, Hostel or nearby streets etc.
5. Divine Solitaires (DS) shall be liable for the product only until it is delivered to the customer at the designated delivery address. Once the product is delivered and accepted by the customer, DS shall not be responsible or liable for any loss, damage, or defect that occurs after delivery, including but not limited to mishandling, improper storage, or any other cause outside DS's control.
6. Customers are requested to keep either of the below mentioned Proof of Identity handy to be shown to the courier person while receiving the package.
   • Aadhar Card
   • PAN Card
   • Passport

IV. PYDS (“Plan Your Dream Solitaire”)

1. PYDS is a scheme applicable to only round shaped diamond of a specific size bracket, colour & clarity. Once the diamond is booked, the customer cannot change its combination.
2. The Customer shall make 20% payment at the time of booking and the rest 80% in 10 equal monthly instalments.
3. Customer can purchase the diamond before the maturity by paying the balance amount in a single payment, provided they notify Divine Solitaires in advance.
4. Post completion of 3 months, even in case of pre-maturity purchase price protection will be provided to customer i.e. Lower of the NSTPL (Nationwide Standard and Transparent Price List) rates on the date of booking and the date of final purchase will be applicable
5. If the Customer wants to terminate the scheme without making the balance payments, then the Scheme becomes void. In such cases, the customer is required to explore the options outlined below:

   Options with Customer on termination:

   • Buy any DS product worth the amount already paid as per the NSTPL prices prevailing as on date of termination shall be applicable.
   • If opted for refund:
     • Customer will get the refund as per the buyback policy
     • The buyback charges will be on the booked value
6. Delay in payment by Customer:
   • Interest @ 18% pa will be charged if the instalment amount is delayed beyond the due date.
   • If more than 3 instalments remain due and unpaid by the Customers, DS reserves the rights to terminate PYDS. The amount so deposited will either be forfeited by DS or the customer will get an option to buy other DS product worth the amount already paid.
7. At the time of maturity, DS products may vary in size compared to booked size. The cost difference of this variance will be adjusted in the last instalment.
8. Buyback and Upgrade policy shall be applicable for DS product purchased under PYDS scheme once full amount is paid by the Customer.

V. Buyback Policy

1. The Product which are branded and certified as DS product (except accessories) are only eligible for buyback.
2. The Customers who have registered with DS and accepted the terms and condition via app or website or through any other method are eligible for Buyback, after 30 days from registration.
3. Buyback on DS products gifted/discounted will be subject to the lock in period for 2 years from the date of purchase, unless specifically mentioned.
4. Buyback will be calculated at 90% of the prevailing price as per NSTPL for all Diamonds including DSD, SD and Diamond coin.
5. Buyback for Gem Stones shall be at 80% of prevailing market price.
6. The price of all metals will be as per the prevailing market price. Making and designs will not be considered.
7. If Buyback happens from different PJ instead of original PJ, the Customers shall be charged with 10% of the administrative charges which shall be deducted from the buyback amount. Provided If Buyback of Diamond coin happens from different PJ instead of original PJ, 10% of the administrative charges will not be charged.
8. The amount mentioned in the buyback section of verify and track for a particular product on the day of eligibility confirmation for Buyback by DS, will be treated as the final buyback amount overriding all other calculations. It will also include buyback amount of any precious metals or stones not covered herein.
9. Divine Solitaires reserves the right to confiscate any pirated product submitted by Customer for Buyback as DS product and take appropriate legal action against such customer.
10. The fulfilment of buyback payment above Rs. 20 lacs per customer will be communicated at the time of buyback.
11. All applicable taxes to be borne by the Customer.
12. Buyback amount will be paid only to those customers in whose name invoice is raised.

Procedure:

1. For any Buyback, Customer is required to fill up the Buyback Request Form available at the DS website and/or at mobile application 7 (seven) days prior to handing over the DS products at any of the Partner Jeweller stores or DS head office.
2. For any Buyback, following items need to be submitted to DS:
   • The DS product in its original condition as sold without any alteration / damage
   • Original product certificates, both Divine and international (if availed)
   • Original Invoice
   • PAN card of the Customer
   • In case of Buyback directly with DS: The Customer must provide a cancelled cheque (a cheque with "cancelled" written across it to DS Buyback amount will be credited directly to the account of the Customer.
3. On receiving complete Buyback request, DS will take 7 (seven) business days to verify & confirm the product eligibility sent by Customer and DS reserves the right to exercise discretion in permitting buyback.
4. Charges will be applicable for the loss of any certificate availed at the time of sale. For DS certificate – INR 500/- & for any international lab certificate – INR 5000/- per carat
5. On receiving the eligibility confirmation from DS with the calculations, Customer needs to confirm within 48 hours to proceed for buyback. If confirmation not received within the stipulated time, it will be considered as cancelled request and logistic charges will be recovered from the customer and also the same product will not be eligible for Buyback for next 3 months.
6. PJ will make the payment of Buyback amount to customer, within 14 days of eligibility confirmation for Buyback by DS.

13. DS is in the business of selling diamonds and jewellery. None of its products should be treated as a financial instrument.
14. All Transactions are complete when DS product is delivered to Customer against payment. Buyback is a feature provided by DS to its Customers and not a financial obligation either on DS or its associates.

VI. Upgrade Policy

1. For availing the facility of Upgrade, Customer has to fill up the Upgrade Request Form available at the DS website and/or at mobile application.
2. The Customers who have registered with DS and accepted the terms and condition via app or website or through any other method are eligible for Upgrade, after 30 days from registration.
3. Customer must upgrade by 50% to the existing value of his currently owned DS product or INR 35,000/- whichever is higher
4. Incase of Diamond coin customer can upgrade to new DS product of Equal or Higher Value.
5. Customer can upgrade only 1(one) DS product against 1(one) DS product
6. Accessories attached to DS products are not eligible to upgrade.
7. DS or/and International Certificate is mandatory for any upgrade of DS product.
8. Before accepting the upgrade request, DS will first conduct QC check of the Old product and confirms its eligibility for upgrade.
9. The price prevailing on the day of eligibility confirmations will be applicable for both the original and newly purchased products/s.
10. The amount mentioned in the upgrade section of verify and track for a particular product on the day of eligibility confirmation for upgrade by DS, will be treated as the final upgrade amount overriding all other calculations.
11. Incase of upgrade of DS products purchased under any Scheme/offer/Gifted products, customer can upgrade as many times as they wish, provided buyback and exchange restriction will be continued on the upgraded product from the date of first purchase of DS product.
12. The benefit obtained by Customers under any scheme, offer, or through premium or discount available at the time of purchase, shall not be considered for upgrade policy. Such benefit shall be reversed, and the value will be prevailing price at the time of purchase, without considering any benefits previously applied.
13. All applicable taxes to be borne by the Customer.
14. Divine Solitaires certificate must be returned along with the third-party International Laboratory certificate, if availed by the Customer.
15. In case if original certificate is lost, Customer has lost or misplaced the certificate then they will be charged Rs.500/- for a duplicate DS certificate & INR 5000/- per carat for the third party international certificate (GIA/IGI/Any)

Procedure for Upgrade

1. For availing the facility of Upgrade, Customer has to fill up the upgrade Request Form available at the DS website and/or at mobile application 7 (seven) days prior to handing over the DS products (except accessories) at any of the Partner Jeweller stores or DS head office.
2. For the upgrade to proceed, the Customer must provide the complete form along with the following:
   • The DS Product in its original form.
   • The Original Invoice issued at the time of purchase.
   • DS or/and International Certificate if availed
3. The Customer shall make arrangement for sending the product to the DS head office or at any of DS PJ outlet for upgrade at its own expenses.
4. On receiving complete Upgrade request, DS will take 3 (three) business days to verify & confirm the product eligibility sent by Customer and DS reserves the right to exercise discretion in permitting Upgrade.
5. If the DS product is found to be ineligible for upgrade, the customer shall be responsible for making arrangement to pick up the DS product from the DS head office or DS PJ outlet (wherever the original product was handed over).
6. Post confirmation of the Upgrade eligibility, the Customer will pay differential amount.
7. After the Differential amount is paid by the customer, the upgrade product will be shipped/handed over to the customer.
8. The new invoice shall also be provided to the customer along with the upgrade DS product.

VII. Exchange Policy

1. The Customers who have registered with DS and accepted the terms and condition via app or website or through any other method are eligible for Exchange, after 30 days from registration.
2. One DS Product (except accessories) can be exchanged against one DS product having the same price or higher.
3. Customer can avail exchange at the original PJ or any other authorised DS PJ Outlet across India.
4. Customer will have to fill up the exchange request form available at DS website and/or mobile app.
5. 97% of prevailing price of DSD & SD as per NSTPL & market price of metal will be considered to calculate exchange value of the current product owned by Customer.
6. If exchange happens from different PJ instead of original PJ, the Customers shall be charged with 10% of the administrative charges which shall be deducted from the exchange amount.
7. Exchange on DS products sold as gift or discounted will be subject to the lock in period for 2 years from the date of purchase, unless specifically mentioned.
8. Before accepting the exchange request, DS will first conduct QC check of the Old product and confirms its eligibility for exchange.
9. The amount mentioned in the exchange section of verify and track for a particular product on the day of eligibility confirmation for exchange by DS, will be treated as the final exchange amount overriding all other calculations.
10. Customized DS product are not eligible for Exchange Request.
11. The benefit obtained by Customers under any scheme, offer, or through premium or discount available at the time of purchase, shall not be considered for exchange policy. Such benefit shall be reversed, and the exchange value will be prevailing price at the time of purchase, without considering any benefits previously applied.

Procedure for exchange

1. For availing the facility of Exchange, Customer has to fill up the Exchange Request Form available at the DS website and/or at mobile 7 (seven) days prior to handing over the DS products at any of the Partner Jeweller stores or DS head office.
2. For the exchange to proceed, the Customer must provide the complete form along with the following:
   • The DS Product in its original form.
   • The Original Invoice issued at the time of purchase.
   • DS or/and International Certificate if availed
3. On receiving complete Exchange request, DS will take 3 (three) business days to verify & confirm the product eligibility and DS reserves the right to exercise discretion in permitting Exchange.
4. If the DS Product does not meet the stipulated eligibility requirements or if the requisite documentation is incomplete or missing, DS reserves the right to decline the exchange request.
5. Post confirmation of the Exchange eligibility, the Customer will pay differential amount if any,
6. After the Differential amount is paid by the customer, the new product will be shipped/handed over to the customer.
7. The new invoice shall also be provided to the customer along with the new DS product.

VIII. Message Inscription Policy

1. Special message can be Inscribed either in the DSD or in the DSJ sold to the Customer upon their request. In this regard, the customer shall provide the message in writing.
2. Charges for inscription - INR 2500/- per solitaire

VIII. Message Inscription Policy

1. Special message can be Inscribed either in the DSD or in the DSJ sold to the Customer upon their request. In this regard, the customer shall provide the message in writing.
2. Charges for inscription - INR 2500/- per solitaire

IX. Customer Insurance Policy

1. Period of free insurance - Divine Solitaires provides First-year free insurance for every DS product sold.
2. DS or any of the Partner Jeweller of DS shall not be liable for any claims, customer shall put claim directly with the insurance company
3. Primarily the Insurance cover against the risks such as Theft and Burglary unless policy covers any other claims.
4. Documents to be required at the time of claim:
   • Original Invoice/Purchase Bill
   • FIR or complaint letter duly acknowledge by police authorities
   • Detailed statement on how incident has happened
   • KYC of Customer
   • Bank details of jewellers

VIII. Message Inscription Policy

1. Special message can be Inscribed either in the DSD or in the DSJ sold to the Customer upon their request. In this regard, the customer shall provide the message in writing.
2. Charges for inscription - INR 2500/- per solitaire

IX. Customer Insurance Policy

1. Period of free insurance - Divine Solitaires provides First-year free insurance for every DS product sold.
2. DS or any of the Partner Jeweller of DS shall not be liable for any claims, customer shall put claim directly with the insurance company
3. Primarily the Insurance cover against the risks such as Theft and Burglary unless policy covers any other claims.
4. Documents to be required at the time of claim:
   • Original Invoice/Purchase Bill
   • FIR or complaint letter duly acknowledge by police authorities
   • Detailed statement on how incident has happened
   • KYC of Customer
   • Bank details of jewellers

X. Certificate Policy

1. For every DS product, DS Laboratory will provide certificate. For Non DSJ product, only DSD certificate will be provided by DS.
2. DS certificate will be the final authority for grading & valuation of the diamond.
3. At the time of Upgrade, Exchange & Buyback, Divine Solitaires certificate must be returned along with the third party International Laboratory certificate, if acquired by the Customers.
4. Any product with 0.50 ct or above size of DSD, Divine Solitaires certificate and Third Party International Laboratory Certificate will be uploaded in Verify and Track of DS mobile application (V & T) and upon the request of Customer physical copy of the certificate will be provided.
5. Any product with 0.30 ct to 0.50 ct size of DSD, Divine Solitaires Certificate will be available & uploaded at V & T. Third Party International Laboratory certificate may be uploaded in V & T and upon the request of Customer & availability at V & T, physical copy of the same will be provided.
6. Any product with <0.30 ct, only DS certificate will be provided.
7. Third Party International Laboratory Certificate will not be provided for any product having less than 0.30 ct.

XI. Pricing Policy

1. The prices mentioned in the NSTPL are the maximum retail prices (excluding GST) payable by the Customer across the country.
2. This NSTPL will be applicable to all available DS product, Buyback, Upgrade and Exchange throughout DS partner network.
3. A Premium Size Table (% increase above NSTPL) is available for any order of special size which are not available in stock and Customer wishes to buy by placing an order. Premium charges will be applicable as mentioned in NSTPL.