Refund policy

Bought online at diamondsindxb.com without seeing the Item first: see Part A: Online Purchases.

This Return and Refund Policy (“Policy”) applies to purchases made through our website where you have not had the opportunity to physically inspect the Item before purchase. It forms part of the Terms and Conditions you agree to when placing an online order. Nothing in this Policy limits any right you have under UAE law that cannot be excluded by agreement.

If you contact DDF and inspect an Item at our premises or at any DDF-designated location before completing your purchase, this Policy does not apply. In that case, Part B of this Policy applies instead.

Part A: Online Purchases

1. Eligible Returns

You may request a return if:

  1. The Item does not conform to its listing description, meaning there is a material discrepancy between the Item received and the description, photographs and condition grade published on our platform.
  2. The Item is received damaged, provided the damage was not disclosed on our platform.
  3. The wrong Item was delivered.
  4. A post-delivery authentication determines the Item is not authentic, subject to the Authentication section below.
  5. The Item has a material defect that was not disclosed on our platform.

2. Return Window

You have three (3) calendar days from the delivery date to request a return on any of the grounds above. To request a return, notify us in writing through the platform within the Return Window, stating the reason and providing supporting photographs.

Returns requested after the Return Window will not be accepted unless mandatory law provides otherwise.

3. Condition of Returned Items

Any returned Item must be unused, unworn, unaltered, in its original delivered condition, and include all original packaging, tags, certificates, documentation and inclusions. Returns that do not meet these conditions may be rejected.

4. Refund

Where a return is approved, we will refund the purchase price to your original payment method within fourteen (14) business days of completing our inspection and approving the returned Item. If you expressly elect to receive store credit, we may issue store credit of equivalent value.

5. Authentication

Items marked on our platform as “Dual Authenticated” have been authenticated by DDF and by an independent third-party authenticator.

For any Item, including Dual Authenticated Items, a post-delivery authentication claim must be notified to us in writing within the Return Window and supported, within thirty (30) days of delivery, by a written report from the original maker of the Item. Where such a claim is confirmed, we will refund you in full on return of the Item.

6. Exclusions

Unless mandatory UAE law provides otherwise, the following are non-returnable:

  1. Hermès bags.
  2. Change of mind.
  3. Jewellery and watches resized at your request.
  4. Pierced earrings, for hygiene reasons.
  5. Items worn, used, altered, repaired or modified after delivery.
  6. Items returned without original packaging, inclusions, tags, certificates or documentation.
  7. Items subject to significant market-value fluctuation, such as loose diamonds and investment-grade watches.
  8. Bespoke or custom-made Items commissioned specifically for you.
  9. Items damaged through misuse.
  10. International sales.

7. Contact

To initiate a return or for any questions, contact us at admin@diamondsindxb.ae or via WhatsApp.

Part B: In-Person and Sourcing Purchases

Bought after seeing the Item in person (in our showroom or at your premises), or through a custom sourcing order: see Part B: In-Person and Sourcing Purchases.

Refund and Return Policy

DIAMONDS IN DUBAI BY FARAH HANDBAGS TRADING L.L.C.

(“DDF”, “the Company”, “we”, “our” or “us”)

This Refund and Return Policy (“Policy”) governs the return of Items and the processing of refunds for purchases made by consumers from DDF.

Nothing in this Policy limits or excludes any non-waivable right afforded to consumers under the laws of the United Arab Emirates, including Federal Law No. (15) of 2020 on Consumer Protection and Cabinet Resolution No. (66) of 2023. Where this Policy is inconsistent with any such right, that right prevails to the extent of the inconsistency.

1. Application

1.1 This Policy applies to all consumer purchases of luxury goods sold by DDF, including but not limited to luxury handbags, footwear, jewellery, watches, diamonds and accessories (“Items”).

1.2 This Policy applies to you if:

  1. You bought Items following a physical inspection of the Items, whether in DDF's showroom or at your premises.
  2. You placed a custom order with DDF to source and procure an Item specifically for you under a sourcing and procurement contract.

1.3 This Policy does not apply to you if:

  1. You bought Items through DDF’s website (www.diamondsindxb.com). Part A of this Policy applies instead.
  2. You bought Items that DDF sells on behalf of a third-party consignor (the owner of the Item) through Partner Platforms. In this channel, DDF acts as sales intermediary; title passes directly from the consignor to you on purchase. The Return and Refund Policy of the relevant Partner Platform applies to your purchase.
  3. You bought Items from DDF or through DDF on a business-to-business basis, such as through platform partners, VIP conciergerie or other similar businesses. Return and refund terms are typically incorporated into the respective agreements.

2. Your Rights

When you purchase an Item following a physical inspection of the Item, whether at DDF's showroom or at your premises, you have the right to request a return and receive a refund subject to the following provisions.

2.1 Return Window

2.1.1 You have three (3) calendar days from Delivery to request a return for any of the grounds set out in Section 3 below (“Return Window”).

2.1.2 To exercise your return right, you must notify DDF in writing by email, WhatsApp or through the website within the Return Window, stating the reason for the return and providing supporting photographs.

2.1.3 Returns requested after expiry of the Return Window will not be accepted unless mandatory law provides otherwise.

3. Eligible Grounds for Return

3.1 A return will be accepted where:

  1. The Item does not conform to its listing description, meaning a material condition discrepancy between the Item received and the description, photographs and condition grade provided by DDF to you.
  2. The Item is received damaged, provided that the damage was not disclosed to you by DDF verbally or in writing.
  3. The wrong Item was delivered.
  4. A post-delivery authentication by a DDF-approved authenticator determines the Item is not authentic.
  5. The Item has a Defect as defined in Section 4.

3.2 DDF does not accept returns for change of mind. Except where otherwise required by applicable UAE law, no return or refund will be provided where you:

  1. Change your mind.
  2. Ordered the incorrect size, colour or model after confirming the order, except for shoes, where a size exchange may be available at DDF’s discretion for unworn items.
  3. Purchased the Item by mistake.
  4. Find the Item available elsewhere at a different price.

3.3 You are encouraged to carefully review all product descriptions, specifications, dimensions, sizing information, photographs, authentication details, condition grading and certification information before placing an order.

4. Defects

4.1 A “Defect” means a material fault in an Item that DDF did not disclose in the listing or product description, or a condition discrepancy that constitutes a material difference between the Item received and the description, photographs and condition grade in the listing or as communicated to the consumer.

4.2 The following do not constitute Defects:

  1. Cosmetic imperfections consistent with the stated condition grade.
  2. Natural characteristics of leather, exotic skins, hardware patina or hand-finishing.
  3. Minor handling marks, softened corners or display-consistent signs appropriate to the Item’s disclosed grade.
  4. Outer-packaging wear sustained in transit.
  5. Natural variations inherent to handcrafted luxury goods.
  6. Subjective dissatisfaction or preference that does not constitute an objective fault.

4.3 If a Defect is confirmed following DDF’s inspection:

  1. DDF will offer you a full refund of the purchase price to your original payment method; or
  2. At your election, DDF may offer a replacement or exchange of equivalent or better specification, subject to availability.

4.4 Where UAE law mandates a refund of the purchase price for a confirmed defect, DDF will refund the purchase price. DDF will not substitute store credit where the law requires a monetary refund.

5. Inspection on Delivery

5.1 You should inspect the Item immediately upon delivery.

5.2 Any damage visible on delivery to the external packaging, or any claim that the Item is damaged, incorrect or does not match its listing, must be reported in writing to DDF within 24 hours of Delivery, accompanied by:

  1. Photographs of the outer packaging.
  2. Photographs of the Item.
  3. Photographs of the shipping label, if any.
  4. The order number or reference.

5.3 Failure to report damage observed on inspection on delivery within 24 hours may affect DDF’s ability to investigate delivery-related claims.

6. Non-Returnable Items

6.1 Unless mandatory UAE law provides otherwise, the following Items are non-returnable:

  1. Hermès bags due to the nature of the Item.
  2. Jewellery and watches that have been resized at your request.
  3. Pierced earrings, for hygiene reasons.
  4. Items that have been worn, used, altered, repaired or modified after delivery.
  5. Items returned without original packaging, inclusions, tags, certificates or documentation.
  6. Items subject to significant market-value fluctuation, such as loose diamonds and investment-grade watches, which are returnable only at DDF’s discretion and may be subject to market-price adjustment.
  7. Bespoke or custom-made Items commissioned specifically for you.
  8. Items damaged through buyer misuse.
  9. International sales.

7. Refund

7.1 Where a return is approved, DDF will refund the purchase price to your original payment method within fourteen (14) business days following completion of DDF’s inspection and approval of the returned Item.

7.2 If you expressly elect to receive store credit instead of a refund, DDF may issue store credit of equivalent value.

7.3 DDF will not impose store credit as the only remedy where you are entitled to a monetary refund under UAE law.

7.4 Bank processing times remain outside DDF’s control and are in addition to the above periods.

8. Custom Orders

8.1 When DDF sources an Item specifically in response to your request from its vendor network, this is a Custom Order. Once your Contract is formed and paid for, a Custom Order is non-cancellable, non-returnable and final sale, save for your rights under Sections 9 and 10 below and any right that cannot be waived under law.

8.2 Items already held in DDF’s inventory at the time of your order that you purchase under the Consumer Sourcing and Sale Terms are also sold on a final-sale basis unless the applicable commercial proposal expressly grants a cancellation right.

8.3 DDF preserves its merchandise in a temperature- and humidity-controlled environment and in original packaging. Items are handled with white gloves and removed from packaging only for authentication and photography. Once an Item leaves DDF’s facility, we cannot guarantee how it has been handled, and even the smallest change in condition substantially reduces its value. This is why we operate on a final-sale basis for sourced Items.

8.4 The only exceptions to our final-sale basis for sourced Items are where an Item has a Defect or a condition discrepancy as defined in Section 4.1.

8.5 All other clauses in this Policy remain applicable to the return and refund of sourced Items.

9. Cancellation of a Custom Order

9.1 Once your Contract is formed and paid for, cancellation is not available, except:

  1. Where DDF is unable to source or deliver the Item you ordered in the condition described; or
  2. Where mandatory law provides a right of cancellation that cannot be excluded.

9.2 In-boutique sourced Items (current-season or newly launched collections secured on a live, first-come-first-served basis) are non-cancellable, non-refundable and non-exchangeable once purchased by DDF on your behalf, except for a confirmed Defect or authenticity issue under Section 3.1(d).

10. Chain of Custody

10.1 Before dispatch, DDF records each Item by noting its unique identifiers (brand, model, serial number, date code and authenticity-card number), capturing high-resolution photographs and/or videos, and applying a uniquely numbered tamper-evident security seal if applicable (together, the “Dispatch Record”).

10.2 No Defect or authenticity claim will be honoured unless the identical Item delivered, matching the Dispatch Record identifiers, is returned to DDF for examination.

10.3 A claim in respect of an Item whose identifiers do not match, or whose seal is broken, altered or missing, will be rejected. The customer bears the risk of any substitution or tampering after Delivery.

11. Return Eligibility Conditions

11.1 Across all channels, where a return is accepted, the Item must:

  1. Remain unused and unworn.
  2. Remain in its original delivered condition.
  3. Show no signs of use, alteration, repair or modification.
  4. Contain all original labels, security seals, authenticity cards, certificates, warranty documentation, care booklets, inclusions, dust bags, boxes and accessories.
  5. Be accompanied by the purchase confirmation, invoice and order number.

11.2 Returns that do not satisfy these conditions may be rejected.

12. Return Authorisation

12.1 No Item may be returned without prior written authorisation from DDF.

12.2 To initiate a return, submit a return request by email at admin@diamondsindxb.ae, by WhatsApp or to DDF Customer Service.

12.3 If approved, DDF will issue a Return Authorisation (“RA”) together with shipping instructions.

12.4 Items returned without a valid RA may be refused and returned to you at your expense.

13. Return Shipping

13.1 Unless otherwise required by law, and without prejudice to the General Terms and Conditions agreed between you and DDF:

  1. You are responsible for return shipping costs, insurance during transit, taxes and courier charges.
  2. You bear the risk of loss until the returned Item is received and accepted by DDF.

13.2 Where a return is accepted by DDF as a result of DDF’s error, a confirmed Defect or a confirmed authentication failure, DDF bears the cost of return shipping.

14. Fraud Prevention

14.1 DDF reserves the right to reject or suspend any return request where it reasonably suspects:

  1. Fraudulent activity.
  2. Abuse of the return process.
  3. Counterfeit substitution or product tampering.
  4. An identity mismatch between the Item returned and the Item delivered.
  5. Misuse of payment instruments.
  6. Other unlawful conduct.

14.2 DDF may retain relevant evidence and report suspected criminal activity to the competent UAE authorities.

15. Pricing and Website Errors

15.1 DDF reserves the right to cancel any order resulting from pricing errors, technical errors, website malfunctions, inventory discrepancies or typographical errors. Where payment has already been received, DDF will refund the amount paid using the original payment method.

16. Item Categories and Differentiated Treatment

16.1 DDF sells luxury goods across multiple categories. Certain categories carry specific return and refund considerations:

Item Category Examples Special Provisions
Accessories Belts, scarves, hats, fashion jewellery Policy terms apply according to the applicable channel.
Shoes and Small Leather Goods Shoes, sandals, wallets, card holders, bag charms Size exchanges may be available at DDF’s discretion for unworn shoes in original condition.
Standard Luxury Bags Chanel, Dior, Louis Vuitton, Goyard, Loro Piana Policy terms apply according to the applicable channel.
Hermès Non-Quota Bags Picotin, Lindy, Evelyne, Garden Party, Bolide Non-returnable; final sale.
Hermès Quota Bags Birkin (all sizes), Kelly (all sizes), Kelly Pochette, HAC Non-returnable; final sale.
Luxury Watches and Fine Jewellery Rolex, Cartier, Van Cleef & Arpels, Audemars Piguet, Richard Mille, Patek Philippe Non-returnable once resized; enhanced inspection on return. Returns for investment pieces are subject to market-value assessment at DDF’s discretion.
Hermès Exotics and Exceptional Pieces Alligator, Crocodile, Lizard, Himalaya, Faubourg, Rare HSS, Limited Editions Non-returnable; final sale.
Diamonds and Gemstones Loose diamonds, certified stones, investment gemstones Non-returnable once certified, set or engraved; returns are subject to market-value fluctuation assessment and are available only at DDF’s discretion.

17. Governing Law

17.1 This Policy is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.

18. DDF Contact

For all return or refund requests, contact:

Email: admin@diamondsindxb.ae
WhatsApp: +971 54 581 0393
Website: www.diamondsindxb.com

Acknowledgment

By purchasing an Item from DDF, you acknowledge that you have read, understood and agreed to this Policy, which forms an integral part of the applicable agreement governing your transaction.