DIAMONDLADY RETURN, REFUND & EXCHANGE POLICY

Effective Date: 09 September 2026

Last Updated: 09 September 2026

Applicable Website: diamondlady.in

Registered Office: PLOT NO. 8 KH NO 48/6/1, MANGE RAM PARK, BLK A, New Delhi, North West Delhi, Delhi - 110086

GSTIN: 07FYRPB5249C1ZC

This Return, Refund & Exchange Policy applies to orders placed on or after 09 September 2026.

Return, Refund & Exchange at a Glance

Topic	DiamondLady Policy
Return / exchange window	5 days from the date of delivery
Return eligibility	Eligible regular-priced, non-customized products only
Exchange eligibility	Eligible products, subject to availability and QC approval
Sale items	Eligible for exchange only; not eligible for return
Customized items	Not eligible for return, exchange or cancellation after confirmation
Refund mode	Store credit or gift card only
Cash / bank / original payment refund	Not available for customer-initiated returns, except where required by applicable law
Return charge	Flat ₹149, covering shipping, return and QC fees
First exchange charge	Flat ₹99 shipping fee
Second exchange charge	Flat ₹250, covering shipping, pickup and QC fees
Failed pickup / non-serviceable pickup	Customer may be requested to self-ship the product
Failed pickup compensation for exchange	₹100 compensation towards customer’s self-shipping cost
Failed pickup support for return	Standard ₹149 return deduction will not be applied if self-shipment is required due to pickup failure or non-serviceability
Damaged / wrong / defective item claim	Must be raised within 48 hours of delivery
Refund processing time	7–10 working days after product receipt and QC approval
Store credit / gift card validity	1 year from issue date; cannot be extended
Return / exchange portal	Latest links are available on the Help page: https://diamondlady.in/pages/help
Current return/exchange portal	https://diamondlady.in/apps/quickreturns

This summary is provided for customer convenience. The detailed clauses below shall apply in full and shall prevail in case of any inconsistency.

1. Legal Entity and Applicability

This Return, Refund & Exchange Policy applies to all eligible products purchased through diamondlady.in, official DiamondLady customer-support channels, or any other official sales channel operated by DiamondLady.

DiamondLady is owned and operated by Nowdez, a proprietorship, having GSTIN 07FYRPB5249C1ZC and registered office at PLOT NO. 8 KH NO 48/6/1, MANGE RAM PARK, BLK A, New Delhi, North West Delhi, Delhi - 110086.

This Policy forms an integral part of DiamondLady’s Terms of Service, Shipping Policy, Cancellation Policy, Privacy Policy, Legal Notice, invoices, order confirmations and customer-support communications.

In case of inconsistency between this Policy and any other policy, product page, campaign term or communication, the stricter or more specific condition shall apply unless DiamondLady expressly states otherwise in writing.

2. Binding Acceptance

By placing an order, completing checkout, making payment, accepting delivery, raising a return or exchange request, using store credit or gift card, or interacting with DiamondLady support regarding a return, refund or exchange, the customer confirms that they have read, understood and agreed to this Policy.

No oral statement, chat message, social-media response, courier communication or informal customer-support assurance shall modify this Policy unless expressly confirmed in writing by an authorized representative of DiamondLady.

3. Return and Exchange Window

Return or exchange requests must be raised within 5 days from the date on which the order is marked delivered.

Requests raised after 5 days from delivery may be rejected without further obligation, subject to applicable law.

All return and exchange requests must be submitted through DiamondLady’s official return/exchange portal or the latest link available on the Help page:

Help Page: https://diamondlady.in/pages/help

Current Return/Exchange Portal: https://diamondlady.in/apps/quickreturns

DiamondLady may require the customer to provide order details, invoice details, product images, videos, packaging images, tag images, delivery proof and any other verification material before approving a return or exchange request.

4. Product Condition Requirements

A product will be eligible for return or exchange only if it is received by DiamondLady in the same condition in which it was delivered.

The product must be:

• unused;
• unworn;
• unwashed;
• unstained;
• unaltered;
• undamaged;
• odour-free;
• free from perfume, deodorant, makeup or trial marks;
• accompanied by original tags, labels, barcodes, invoice, packaging, accessories and free gifts, if any.

DiamondLady reserves the right to reject any return or exchange if the product shows signs of use, wear, washing, perfume, deodorant, stains, makeup marks, damage, alteration, missing tags, missing packaging, incorrect product return or any other condition inconsistent with this Policy.

5. Return Eligibility

Returns are accepted only for eligible regular-priced, non-customized products.

Returns are not available for:

• customized products;
• altered products;
• sale products;
• clearance products;
• final-sale products;
• products purchased under special markdowns or campaign-specific non-returnable offers;
• used, washed, worn, stained, damaged or altered products;
• products without original tags or packaging;
• products specifically marked as non-returnable on the product page or campaign page.

6. Exchange Eligibility

Exchanges are accepted within 5 days of delivery for eligible products, subject to product availability, size availability, successful reverse pickup or self-shipment, payment of applicable charges and QC approval.

Exchange is generally intended for size-related issues. DiamondLady is not obligated to provide style exchange, colour exchange, product substitution or exchange for a different product category unless expressly approved by DiamondLady.

If the requested size or replacement product is unavailable, DiamondLady may offer store credit, gift card, another suitable resolution, or reject the exchange request, depending on the facts of the case and product eligibility.

7. Sale Items

Sale items are eligible for exchange only. Sale items are not eligible for return or refund.

For the purpose of this Policy, a sale item includes any product purchased during a sale, clearance event, promotional campaign, coupon-code offer, markdown event, limited-period offer, bundle offer or any other special-price transaction.

Sale items may be exchanged only if:

• the request is raised within 5 days of delivery;
• the product is unused, unworn, unwashed, undamaged and tag-intact;
• the requested size or replacement is available;
• applicable exchange charges are paid;
• the product passes QC.

Final-sale, clearance, last-piece or specifically marked non-exchangeable products may not be eligible even for exchange unless DiamondLady expressly allows it for that product or campaign.

8. Customized Products

Customized products are not eligible for return or exchange.

Customization is available only for selected products and may be confirmed over call or WhatsApp before or after order placement, depending on the product and operational feasibility.

A customization charge of ₹999 may apply.

Customized products may require an additional 7–10 working days for preparation, alteration or processing.

Once a customized order is confirmed, it cannot be cancelled, returned or exchanged.

Customized products are made, altered or adjusted specifically for the customer. Minor variations in fit, appearance, finishing, measurement or styling shall not be treated as a defect unless DiamondLady verifies a clear manufacturing issue.

9. Refund Method: Store Credit or Gift Card Only

DiamondLady follows a store credit / gift card refund model for approved customer-initiated returns.

No cash refund, bank transfer, UPI refund, wallet refund, card refund or original-payment refund is available for customer-initiated returns, except where required by applicable law.

Approved returns shall be refunded only through DiamondLady store credit or gift card after:

• the product is received by DiamondLady;
• QC is completed;
• the return is finally approved;
• applicable charges are deducted, if any.

Store credit or gift card may be used for future purchases on DiamondLady, subject to applicable terms, product availability, validity period, coupon rules and system conditions.

10. Store Credit / Gift Card Validity

Store credit or gift card issued under this Policy shall be valid for 1 year from the date of issue.

The validity period cannot be extended.

Expired store credit or gift card shall not be reactivated, extended, transferred, refunded or converted into cash unless required by applicable law or expressly approved by DiamondLady in writing.

Store credit or gift card cannot be exchanged for cash, transferred to another person, or used outside the DiamondLady platform unless expressly permitted by DiamondLady.

11. Return, Exchange and Processing Charges

The following charges apply to eligible return and exchange requests:

Request Type	Applicable Charge
Return	Flat ₹149, covering shipping, return and QC fees
First exchange	Flat ₹99 shipping fee
Second exchange	Flat ₹250, covering shipping, pickup and QC fees

These charges are non-refundable unless DiamondLady expressly decides otherwise or applicable law requires otherwise.

The return charge shall be deducted from the eligible store credit or gift card amount.

Exchange charges must be paid by the customer before the exchange is processed, unless DiamondLady expressly provides otherwise.

DiamondLady may revise these charges prospectively at any time. Updated charges, if any, shall apply to requests raised after the updated policy or charge is published.

12. Reverse Pickup and Self-Shipment

After approval of a return or exchange request, DiamondLady may arrange reverse pickup from the customer’s delivery address, subject to pincode serviceability, logistics availability, courier capacity, customer availability, accurate address details and operational feasibility.

Reverse pickup is not guaranteed for every pincode, location or request.

DiamondLady or its logistics partner may attempt pickup as per the applicable logistics process. If pickup fails due to customer unavailability, incorrect address, incomplete address, customer refusal, non-serviceable pincode, courier limitation, logistics congestion or any reason beyond DiamondLady’s direct control, the customer may be required to self-ship the product to the warehouse/address communicated by DiamondLady.

Products self-shipped by the customer remain at the customer’s risk until delivered to and acknowledged by DiamondLady. The customer should use a reliable trackable courier service and retain the courier receipt and tracking details until the return or exchange is completed.

13. Failed Pickup Policy

DiamondLady works with trusted logistics partners, but pickups may sometimes fail due to courier availability, delivery personnel issues, pincode limitations, logistics congestion or other operational reasons.

If reverse pickup is not serviceable, not possible or fails, the customer may be requested to self-ship the product back to the warehouse/address communicated by DiamondLady.

To appreciate the customer’s time and effort in such cases:

Request Type	Failed Pickup / Self-Shipment Support
Exchange	DiamondLady will compensate ₹100 towards the customer’s self-shipping cost
Return	The standard return deduction will not be applied to the store credit or gift card amount

For exchanges, the ₹100 compensation may be adjusted against the applicable exchange charge, issued as store credit/gift card, or handled through another method communicated by DiamondLady support.

For returns, if the customer self-ships because pickup is not serviceable, not possible or has failed, the standard ₹149 return deduction will not be made from the approved store credit or gift card amount.

This failed pickup support applies only where DiamondLady confirms that pickup is not serviceable, not possible or has failed through no misuse or fault of the customer.

DiamondLady may refuse this benefit if the pickup failed due to incorrect address, repeated customer unavailability, refusal to hand over the product, incomplete packaging, delay by the customer, incorrect claim or suspected misuse.

14. Quality Check and Final Approval

All returned and exchanged products are subject to mandatory quality check at DiamondLady’s warehouse or designated inspection location.

Approval of a return/exchange request or pickup of a product does not mean that the return or exchange has been finally accepted.

Final approval shall be granted only after DiamondLady verifies that the product is:

• eligible under this Policy;
• authentic;
• unused;
• unworn;
• unwashed;
• unstained;
• unaltered;
• undamaged;
• odour-free;
• tag-intact;
• packaging-compliant;
• accompanied by all required accessories, invoices and free gifts, if any.

DiamondLady’s QC decision shall be final and binding, subject to applicable law.

If a product fails QC, DiamondLady may reject the return or exchange and may return the product to the customer at the customer’s cost or take any other reasonable action available under law and policy.

15. Wrong, Damaged or Defective Product Claims

If the customer receives a wrong, damaged or defective product, the customer must raise a request within 48 hours of delivery.

The customer must provide clear images/videos of:

• the product received;
• the issue complained of;
• product tags and labels;
• packaging;
• invoice/order details;
• unboxing proof, if requested.

DiamondLady may request additional evidence before accepting any claim.

Minor variation in colour, size, fit, texture, fabric, embellishment, embroidery, print placement, finishing, lighting effect, model fit or screen-display appearance shall not be treated as a defect. Such variation is inherent in fashion products, photography, fabric behaviour, manual finishing and digital display differences.

If DiamondLady verifies that the product received is wrong, damaged or defective due to a reason attributable to DiamondLady, DiamondLady may offer replacement, exchange, store credit, gift card or any other suitable resolution as determined by DiamondLady.

Claims raised after 48 hours of delivery may be rejected.

16. Refund Processing Timeline

Approved refunds are issued only as store credit or gift card.

Refund processing will be completed within 7–10 working days after:

• the returned product is received by DiamondLady;
• QC is completed;
• the return is finally approved;
• applicable deductions, if any, are calculated.

The refund timeline does not begin from the date of pickup, delivery attempt, return request creation or customer self-shipment. It begins only after product receipt and QC approval by DiamondLady.

DiamondLady shall not be responsible for delay caused by customer-side delay, courier delay, failed pickup, incorrect shipment, missing proof, missing tags, QC failure, payment/app/platform delay or incomplete information.

17. Store Credit and Gift Card Use

Store credit or gift card may be used only on DiamondLady, subject to product availability, validity, technical availability and applicable terms.

Store credit or gift card cannot be:

• converted into cash;
• transferred to a bank account;
• refunded to card, UPI, wallet or original payment method;
• extended beyond validity;
• used after expiry;
• transferred to another person unless DiamondLady expressly permits it.

Orders placed using store credit or gift card may be subject to separate return/exchange restrictions.

18. Rejection of Return or Exchange Request

DiamondLady may reject a return or exchange request if:

• the request is raised after 5 days from delivery;
• wrong/damaged/defective product claim is raised after 48 hours from delivery;
• the product is used, worn, washed, stained, damaged, altered or odour-affected;
• tags, labels, invoice, packaging, accessories or free gifts are missing;
• the product is customized;
• the product is a sale item and the customer requests return/refund;
• the product is final-sale, clearance or marked non-returnable/non-exchangeable;
• the product returned is incorrect, fake, different or incomplete;
• the request appears fraudulent, abusive, repetitive or inconsistent with this Policy;
• the customer does not cooperate with verification, pickup, self-shipment or QC requirements.

19. Customer Responsibility

The customer is responsible for:

• checking product details, size guide, fit notes and policy terms before placing an order;
• raising return/exchange requests within the applicable window;
• raising wrong, damaged or defective product claims within 48 hours of delivery;
• providing accurate order details and contact information;
• keeping the product unused, unwashed, tag-intact and safely packed;
• cooperating with pickup or self-shipment requirements;
• sharing images/videos and verification material where required;
• ensuring that the correct product is handed over or self-shipped.

DiamondLady shall not be liable for rejection, delay, failed pickup, refund delay, exchange delay or loss caused by incomplete information, incorrect address, customer unavailability, wrong product handover, poor packaging, late request or non-cooperation by the customer.

20. Return / Exchange Portal and Support

Return and exchange requests can be raised through DiamondLady’s return/exchange portal.

The latest return and exchange links are available on the Help page:

https://diamondlady.in/pages/help

Current return/exchange portal:

https://diamondlady.in/apps/quickreturns

For assistance, customers may contact:

• Support Email: help@diamondlady.in
• WhatsApp: 8800225829
• Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM

Support requests made through unofficial channels, fake accounts, unauthorized representatives, courier personnel or third-party pages shall not bind DiamondLady.

21. Legal and Grievance Communication

For legal notices, intellectual-property complaints, formal disputes or legal communication, customers may write to:

• Legal Email: legal@diamondlady.in
• CC: samarth@diamondlady.in

For customer grievances, customers may contact:

• Grievance Officer: Samarth Aggarwal
• Grievance Email: samarth@diamondlady.in
• Support Email: help@diamondlady.in
• WhatsApp: 8800225829
• Working Hours: Monday to Saturday, 10:00 AM to 6:00 PM

Customers should include their full name, order ID, contact number, email ID, description of the issue, supporting documents/images/videos and expected resolution to enable proper review.

DiamondLady will endeavour to acknowledge grievances within 48 hours and resolve them within one month from the date of receipt, subject to complete information being provided by the customer, verification requirements, courier/payment/platform dependencies and applicable law.

22. Policy Misuse

DiamondLady may refuse service, reject requests, restrict COD, block returns/exchanges, cancel pending orders or restrict account access if it reasonably suspects:

• fake return or exchange claims;
• repeated return misuse;
• repeated exchange misuse;
• wrong product return;
• used product return;
• product damage after delivery;
• false damaged-product claims;
• chargeback misuse;
• coupon misuse;
• repeated RTO/refusal;
• abusive communication;
• fraudulent conduct.

DiamondLady reserves the right to take any action available under law and policy to protect its business, customers, logistics partners and platform integrity.

23. Policy Updates

DiamondLady may update, modify or replace this Policy at any time due to business, operational, legal, logistics, payment, platform or customer-service requirements.

The updated Policy shall apply from the date it is published on diamondlady.in, unless stated otherwise.

This version applies to orders placed on or after 09 September 2026.

24. Governing Law and Jurisdiction

This Policy shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable consumer-protection remedies, all disputes, claims, proceedings or legal actions arising out of or relating to this Policy shall be subject to the exclusive jurisdiction of competent courts at New Delhi, India.

25. Customer Acknowledgement

By placing an order, completing checkout, accepting delivery, raising a return or exchange request, using store credit or gift card, or communicating with DiamondLady regarding a return, refund or exchange, the customer confirms that they have read, understood and agreed to this Policy.