Returns, exchange and buyback

This page is in two parts. Everything down to the line is about our gold jewellery. Silver jewellery has its own rules, in its own section at the end — jump to the silver section.

Part one

Gold jewellery

Which applies to you

The same answer for every gold piece we sell, whether it came from our collection or was made to order for you.

Seven-day returns

You can return any piece for up to seven days from the date of delivery, no questions asked, against a full refund. This is subject to a successful inspection of the item, which may take up to seven days from the date it reaches our premises, and to your sending us the video showing the return packaging with the original product, the invoice and the authenticity certificate.

The jewellery tag must still be attached. A piece whose tag has been removed cannot be returned, and this one is not negotiable. The tag is how we can tell a piece has come back as it went out; once it is off there is no way to establish that, so we would be taking somebody’s word for it against everybody else who bought from us. Leave it on until you are sure you are keeping the piece — you can try it on with the tag attached.

Pieces made for you

Engraved pieces, pieces made to a design you gave us and made-to-order pieces carry the same seven-day return as anything else. Two further things we do, whenever you ask:

• Put it in the right size. If a ring does not fit, we will resize or remake it to the right size, at no charge. This is not the exchange described further down: that one swaps the piece for credit and opens only after 360 days. This is the same piece, put right, with no credit and no waiting.
• Put it right if it is wrong. If the piece is faulty, or is not what was agreed, it comes back to us and we repair, remake or refund it. Nothing in this policy limits that.

Exchange

This is the exchange of a piece for something else against credit — not the free replacement of a ring that does not fit, which is above and carries no waiting period.

On jewellery bought from the DLV Jewelry website in India, you may opt for an exchange or a buyback after 360 days and for up to two years from the date of purchase. The same window governs both. Gold coins are not exchanged or bought back.

Either is subject to review by our quality assurance team. During that review the team will examine whether the product is free from tampering, damage, alteration, resizing and the like; if it is not, the product will not be accepted.

On an exchange we offer credits for 70% of the value you paid. GST paid at the time of purchase is deducted. The credit can be claimed as a discount against a future order, or credited to your DLV Jewelry Wallet to use against a future order. Adjustments may be made subject to inspection.

Buyback

On a buyback we value the gold, adjusted for purity, at its prevailing market value, and the lab-grown diamonds, solitaires and pearls at 70% of the value you paid for them. GST cannot be refunded. A further 5% of the invoice value is deducted as processing charges.

A buyback is paid by RTGS or NEFT only — a bank transfer, and only into an account in the name of the person on the invoice. It is not refunded to the card or account you paid with. Please allow 15 to 30 days for the money to reach you. Further adjustments may be made subject to inspection.

Everything we sent has to come back with it. The invoice, any certificate you bought with the piece, and every material that went out in the box with it. If anything is missing, we do not simply refuse: the case goes to our management, who decide what can be done about it. Some things can be worked around and some cannot, and it is fairer to look at a piece somebody has owned for a year or two than to apply a rule to it unseen.

Refunds on a returned order

This is a return within seven days, not a buyback. A refund on a returned order is issued to the original payment method. Depending on your bank, it can take 15 to 30 days for our payment partners to complete it.

What you need to keep

To use any of the rights above — return, exchange, buyback or warranty — you must produce the original invoice, in hard or soft copy, and the Statement of Authenticity that came in the box. If you bought an SGL certificate with the piece, that has to come back as well, as the original in hard copy. Nothing is asked for that we did not send you. For a return, the jewellery tag must also still be attached; for a buyback, the materials that came in the box have to come back too.

Loss of a certificate results in an additional charge of ₹2,000 or ₹800 per carat, whichever is higher.

A missing parcel or an empty box

Any claim that a product was not received, or that the box was empty, will be considered only if it is submitted within 24 hours of delivery, together with an unboxing video that shows the original outer seal intact at the start.

Changes

The buyback and exchange policy may be updated, withdrawn or changed at any time without prior notice. The terms that apply to your piece are the ones published on the day you bought it.

Part two

Silver jewellery

These are the rules for our 925 sterling silver pieces. Nothing in the gold section above applies to silver unless it is repeated here.

Seven-day returns on silver

You can return a silver piece for up to seven days from the date of delivery, no questions asked, against a full refund. The same conditions as gold apply: the jewellery tag must still be attached, the piece is inspected when it reaches us, and we ask for the video of the return packaging with the original product and the invoice.

No resizing on silver

Silver is not resized, so please check the size before you order — our ring size guide is there to help. A silver ring that does not fit can be returned within the seven days like any other.

No exchange or buyback on silver

The exchange and buyback offered on gold do not apply to silver. Silver has no meaningful metal value to buy back, so a silver piece is not exchanged for credit and is not bought back at any time after the seven-day return window.

Refunds on a returned silver piece

Issued to the original payment method once the returned piece has passed inspection. Depending on your bank, it can take 15 to 30 days for our payment partners to complete it.

Any question at all, write to sales@dlvjewelry.com.