EXCHANGE & REFUND

1. Exchange Policy

We accept exchange requests within 14 days from the confirmed delivery date, subject to the following conditions:

• The item must be in its original, unworn, and undamaged condition.
• The original purchase receipt must be presented.
• The original diamond certificate (where applicable) must be returned.
• The product must not show signs of wear, resizing, alteration, or misuse.

Exchanges may only be made for an item of equal or higher value. If exchanging for a higher-priced item, the customer must pay the difference. No monetary refund or store credit will be issued for exchanges of lower value.

All exchange requests are reviewed individually. Elaara Diamonds reserves the right to reject any request that does not satisfy the above conditions.

2. Refund Policy

Refund requests must be submitted within 3 days from the confirmed delivery date. Requests received after this period cannot be accepted.

To qualify for a refund, the following conditions must be met:

• The item must be returned in its original condition with all tags intact.
• The original purchase receipt must be provided.
• The original diamond certificate (where applicable) must be returned.

Refund requests are assessed on a case-by-case basis and will only be approved under valid and substantiated circumstances. Approval is not guaranteed and remains solely at the discretion of Elaara Diamonds Pte. Ltd.

3. Non-Returnable Items

The following products are not eligible for refunds or exchanges:

• Custom-made or bespoke jewellery.
• Made-to-order gold jewellery.
• Items purchased during promotional or clearance sales (exchange only where applicable).

Because customised and made-to-order pieces are produced specifically for each customer, no exceptions will be made unless the product contains a verified manufacturing defect.

4. Defective or Incorrect Items

If you receive a defective or incorrect product, please contact us immediately. We will investigate the issue and, where appropriate, offer a repair, replacement, or exchange.

Items showing signs of normal wear, accidental damage, improper handling, or misuse will not be considered defective and may incur repair charges.

5. How to Submit a Request

To request an exchange or refund, please contact us through one of the following channels:

• Contact Us form on our website.
• Email: sales@elaaradiamonds.com
• WhatsApp using the contact number listed on our website.

Please include your order number, the reason for your request, and supporting photographs where applicable to help us process your request efficiently.