Return Policy

Dwija Exports is dedicated to our customer service and providing the most positive experience for all of our shoppers. We have easy 15-Day Money Back policy, Life Time Exchange Policy and Life Time Buy-Back Policy, which gives you enough time to be in no doubt that you have made the right decision of buying jewellery from Dwija Exports. We are fully committed to ensure that you are 100% confident and satisfied with your purchase from Dwija Exports.

For products purchased online through www.dwijaexports.com refund/exchange/return shall be entertained through www.dwijaexports.com. Customers can either call Customer care team at (phone num) or email at (email address) to request return or exchange. Once your return is received and inspected, we will notify you that we have received your returned item.

15-Day Money Back

We offer a hassle-free 15 day Money Back policy. If you have any problem with the jewellery piece, you can choose to return it back and claim refund or exchange within the policy time frame. The time frame this policy is of 15 days from the date of delivery. We don't offer direct exchanges through the site. If you wish to exchange a product, we will refund you the cost and you will have to place a new order online through our website.

Products shall not be eligible for return under this 15 day guarantee if it exhibits physical damage to the box to the product, has been washed, is returned without all original packaging and accessories and not in original condition, including retail box, certificate and all other items originally included with the product at the time of delivery. In case the customer cannot produce the original certificate, the company will send the solitaire/ jewellery to the lab for recertification. The cost of shipping and such certification shall be borne by the customer.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 working business days. Dwija Exports is not responsible for items damaged or lost in transit. Customer will be responsible for paying for their shipping costs for returning your item. Shipping costs are non-refundable. The cost of return shipping will be deducted from your refund.

The policy is deemed void if any other third party jeweler has worked on it. If any item returned showing signs of wear or altered, engraved, resized (by anyone/any third party jeweller) or damaged in any other manner shall not be accepted for return, and no longer applicable to 15-Day Money Back Policy. We reserve the right to change the Exchange and Buy-Back amount of the product based on quality inspection.

You can exchange your design within 15 days for the full value only once. In the event, you wish to exchange the design the second time, it will be considered as a Lifetime Exchange.

How do I return the product to Dwija Exports within 15 days?

• Customers can either call Customer care team at (phone num) or email at (email address) to request return.
• As soon as we receive your request we will courier you a pre-printed tamper proof package with our return address and unique serial number.
• Secure your jewellery with the original packaging materials and certificate in the tamper proof package.
• Once your package is ready, contact our customer care team and we will send a courier to pick up from you.
• Once your return is inspected, we will notify you that we have received your returned item, and your refund or new item will be processed.

In case our logistic partners do not offer a reverse pick in your area, we will share the nearest location of our logistic partner where you can drop your return package.

Free returns

Dwija Exports offers Free Return Shipping within India. We provide free return shipping on all resizing, exchanges, or refunds for all items within the 15-Day Money Back Policy. Just call our Customer Care team and we will send a courier over to pick it up from you.

Life Time Exchange Policy

If you have a change of heart and want to upgrade your jewel pieces, and wish to return the product after the expiry of Return and Exchange Policy, we’ll happily exchange it for you or offer you a refund on the basis of 100% of the invoice value excluding GST charges and labor charges. The 100% value will be determined based on the prevailing prices of the diamonds or gold or platinum on the day of exchange of jewellery.

In such cases, the prevailing market value of diamonds will be decided at the sole discretion of Dwija Exports. Please note that the value of any offer availed including any discount or free gift at time of purchasing the product will be deducted.

The product should be original and accompanied with Original Invoice, Original Product Certificate and Bills. In case the customer cannot produce the Original Certificate, we will send the product to the Lab for recertification before processing request. The cost of shipping and such certification shall be borne by the customer.

Any piece of Dwija Exports altered by other craftsman/jeweler/designer would not be covered under our Life Time Exchange Policy. If any item returned showing signs of wear or altered, engraved, resized (by anyone/any third party jeweller) or damaged in any other manner shall not be accepted for return, and no longer applicable to 15-Day Money Back Policy. We reserve the right to change the Exchange amount of the product based on quality inspection.

The value of the exchanged product after deductions towards making charges and discounts will be credited to your Dwija Exports account. Valued amount will be credited after inspection of your jewel piece. This remains valid for 365 days and can be used to purchase anything on Dwija Exports website. The value cannot be en-cashed.

If the discount was on the diamond or gold value, the entire discount will be deducted while reaching at the LTE value. If discount was on MRP then 70% of the discount will be deducted while reaching at the LTE value.

In such cases, the Customer will be responsible for the return shipping cost for returning item.

Life Time Buy-Back Policy

We value your investment and so we offer lifetime buy-back option for the esteemed Dwija Exports customers. If at any point, you wish sell back your product bought from Dwija Exports, you can sell back to Dwija Exports under Buy-Back Policy. The value of the returned product will be calculated based the prevailing prices of the diamonds and Gold decided at the sole discretion of Dwija Exports. The customer shall get 100% full refund on gold weight calculation carried out on net weight of jewel piece and 90% refund in case of diamond studded jewellery based on diamond price calculation carried out in carat, under Lifetime Buy-Back Policy.

The Buy-Back Policy can only be completed after ensuring quality on the returned jewellery match with the original quality. Dwija Exports reserves the right to calculate the buyback amount of the product subject to product inspection, quality check and detailed evaluation by its quality assurance team. Buy-Back requires the product to be in its original form, without alteration, modification, refurbishing, tampering, change or damage. Making charges, beads, other stones and other embellishments are not included in buyback. These charges are non-refundable. Additional 10% will be deducted from the LTE value in case the customer does not have the invoice.

If any item returned showing signs of wear or altered, engraved, resized (by anyone/any third party jeweller) or damaged in any other manner shall not be accepted for return, and no longer applicable to 15-Day Money Back Policy. We reserve the right to change the Buy-Back amount of the product based on quality inspection. And after inspection the amount will credit your Dwija Exports account or in your bank account. In such cases, the Customer will be responsible for the return shipping cost for returning item.

Cancellation Policy

You can cancel the order by login to the Dwija Exports site. Cancellation of the products will be accepted only before dispatch of the product. Once the cancellation process is complete, you will receive a confirmation mail to the registered email address and the amount will be refunded back within 10-15 working days. Cancellation fee of 10% on the final product price would be deducted from the amount and the difference will be refunded.

This cancellation policy is not applicable for customized jewellery, solitaires, gift cards, gift vouchers and digital gift vouchers. Dwija Exports may, at its sole discretion, reserves the rights to cancel any particular order.

CASH ON DELIVERY NEED TO DISCUSS WHETHER TO ADD OR NOT

Resizing & Repairs

If you want to resize your ring, the company will resize it free of cost except in certain cases where the resizing is not possible. The resizing or repairing charges will be applicable after 15-Day Money Back Policy.

If the resized ring costs more than the existing ring, the incremental cost shall be borne by the customer. If the resized ring costs less than the existing ring, the differential amount shall be refunded to the customer. In case of a refund, the payment of the same shall be made by way of an online bank transfer within 10 days of dispatch of the resized product.

If for some reasons, your product needs to be repaired, the company shall repair / replace the product for charges which would be determined by the company on a case to case basis.

Shipping charges under Repairs & Resizing policy shall be borne by the customer.

Secure and insured shipping

We at Dwija Exports understand that you may have apprehensions about online shopping and delivery of products. To ensure that your experience at Dwija Exports is convenient and hassle-free, we have tied up with the reputed courier partners who deliver the product to your doorstep. We urge all customers to inspect the package for any damage or tamper before receiving or signing for receipt at the time of delivery. We urge you to prepare a video of the unboxing of your shipment for security purposes.

Jewellery care

It is important to us that any jewellery purchased through Dwija Exports maintains its high quality throughout the years.

We offer polishing & cleaning services, stone tightening and other repair services which enhance the life of the jewellery that suffers the daily wear and tear. Warranty service rendered is not chargeable however, the customer will have to bear the cost of any extra material (Gold or Diamond), if applicable, required to complete the service request.