Return, Refund, Exchange, and Buyback Policy

Primira Luxury (Operated by Ocean Star Company)

Last Updated : July 2, 2026

Due to the bespoke, high-value, and made-to-order nature of fine jewelry and certified diamonds, this policy defines the exclusive terms governing returns, refunds, cancellations, exchanges, and buyback.

Return Policy Summary

We accept both change-of-mind returns and eligible defective/error returns, on all products including made-to-order and custom jewelry, subject to the conditions, exclusions, and deductions in this policy.
A narrow set of permanently personalized items are not eligible for change-of-mind return (Section 4).
Return requests must be submitted within 7 calendar days of delivery.
Products must be unused, unworn, and in original condition, with original invoice and certification.
Customers are responsible for return shipping on change-of-mind returns; Primira Luxury covers return shipping when the wrong item was shipped, the item arrived damaged, or it materially differs from confirmed specifications.
Approved refunds are processed within 7–10 business days after inspection.
A 20% restocking fee applies to change-of-mind returns; for made-to-order and custom items, actual making/customization charges also apply (Section 8).

1. Made-to-Order Disclosure

All jewelry sold by Primira Luxury is produced on a made-to-order basis unless explicitly stated otherwise. Estimated dispatch is 15–35 business days, extendable up to a maximum of 60 business days in cases of sourcing complexity, custom cutting, or certification coordination. “Business days” exclude weekends and Indian public holidays.
If the 60-business-day maximum is exceeded for reasons within our control, the customer is entitled to the full-refund remedy in Section 9. By placing an order, the customer acknowledges and accepts this production structure.

2. Return Eligibility

Two categories of return are accepted, each with different terms:

(a) Change-of-mind returns — the product meets its confirmed specifications, tolerance, and condition, but the customer no longer wants it. Eligible on all products, including made-to-order and custom jewelry, except the exclusions in Section 4. Subject to the restocking fee and other deductions in Section 8.

(b) Specification-error and defective returns — the product is not the item ordered, is outside the tolerance in Section 2, arrives damaged in transit, or contains a verified manufacturing defect. No restocking fee applies; Primira Luxury covers return shipping.

All return requests require prior written approval before an item is shipped back. Email your order number, a description of the issue, and supporting photographs where applicable to contact@primiraluxury.com. We confirm approval or denial in writing within 2 business days. Items returned without prior written approval are not accepted for inspection or refund.

Return requests must be initiated within 7 calendar days from the date of delivery. Requests initiated after 7 calendar days are not accepted, except where a verified defect could not reasonably have been discovered within that window — see Section 12 (Lifetime Warranty).

3. Conditions & Exclusions

All returned items must be unused and unworn, free from scratches, resizing, or alteration, in original packaging, and include the original invoice and certification documents. All returns are subject to quality inspection on receipt; items that fail inspection due to wear, alteration, or tampering are denied.

The following remain non-returnable and non-refundable, because they cannot reasonably be resold or reworked for another customer:

Items bearing permanent personalization — engraving of a name, initials, date, or custom text.
Pierced earrings and nose pins once removed from sealed packaging, for hygiene reasons, unless verified defective or damaged in transit.
Items altered or resized by a third party (non-Primira jeweler).

The following are excluded specifically to prevent abuse of the change-of-mind allowance, and remain assessed case-by-case rather than automatically refused:

Orders placed as part of comparative purchasing (ordering multiple variations of a design with the apparent intent of returning all but one).
Orders placed using promotional discounts of 15% or greater — these may still be returned, but the discount value is not additionally refunded and the restocking fee in Section 8 applies to the discounted price actually paid.

For EU and UK customers: made-to-order and customized jewelry is separately exempt from the statutory 14-day withdrawal right under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations 2013. The change-of-mind allowance in this policy is offered voluntarily, in addition to (not instead of) your statutory rights, which remain unaffected — see Section 17.

4. Custom Orders — Cancellation vs. Return

These are two different things and are governed separately:

Cancelling an order before it is completed and delivered is governed by Section 6 below, and is only available within 48 hours of placement before production or sourcing commences.
Returning a completed, delivered order is governed by Sections 3–4 and 8 above/below, including the change-of-mind allowance.

Once production or sourcing has commenced, an order cannot be cancelled (Section 6), but the finished product can still be returned once delivered, under the change-of-mind terms in this policy.

5. Order Cancellations

Orders may be cancelled within 48 hours of placement, provided production or sourcing has not yet commenced. Orders are confirmed on receipt of a minimum 10% advance payment.
If cancelled within 48 hours and production has not commenced, the advance is refunded less the payment gateway charge described in Section 8.2.
Once production has commenced, or if the balance is not paid within 5 calendar days of completion notification, the full advance is retained and no refund is issued for the cancellation itself (the delivered-product return terms in Sections 3–4 still apply once the order is completed and delivered).

6. Manufacturing Defects — Repair, Replacement, or Refund

Manufacturing defects are primarily covered under our Lifetime Warranty (Section 12), which provides free repair or replacement.

If a customer requests a cash refund instead of free repair or replacement for a verified manufacturing defect, Primira Luxury processes that refund less the payment gateway processing charge described in Section 8.2 — the exact amount our payment partner retained on the original transaction and did not return to us. No restocking fee, making charge, or other deduction applies to a defect-based refund — only this gateway charge, and never more than what was actually withheld from us.
For EU and UK customers, free repair or replacement remains the primary remedy for a manufacturing defect consistent with local consumer law; where local law requires a full refund with no deduction as an alternative remedy, that requirement prevails over the deduction above.

7. Refund Deductions

Manufacturing defects are primarily covered under our Lifetime Warranty (Section 12), which provides free repair or replacement.

If a customer requests a cash refund instead of free repair or replacement for a verified manufacturing defect, Primira Luxury processes that refund less the payment gateway processing charge described in Section 8.2 — the exact amount our payment partner retained on the original transaction and did not return to us. No restocking fee, making charge, or other deduction applies to a defect-based refund — only this gateway charge, and never more than what was actually withheld from us.
For EU and UK customers, free repair or replacement remains the primary remedy for a manufacturing defect consistent with local consumer law; where local law requires a full refund with no deduction as an alternative remedy, that requirement prevails over the deduction above.

7.1 Change-of-mind returns (Section 3(a)) may be reduced by:

A restocking fee of 20% of the product’s invoice value.
The payment gateway processing charge (Section 8.2).
For made-to-order and custom items, the actual making or customization charges already incurred.
Return shipping, where the customer arranges it and it is not reimbursed under Section 10.

7.2 Payment gateway processing charge.

We do not apply a fixed percentage for this deduction. Our payment partner (Razorpay) retains a transaction fee on every payment we receive, and that fee is not returned to us on a cancelled or refunded transaction. Wherever this policy deducts a payment gateway charge, the amount deducted is exactly what our payment partner withheld from us on that specific transaction — as shown in our settlement/payout statement — never more, never less. We disclose this exact figure to the customer as part of the refund confirmation, on request.

7.3 Specification-error and defective returns

(Section 3(b)) are refunded in full, with no restocking fee and no making-charge deduction. The payment gateway charge in Section 8.2 is absorbed by us for these returns, since the error is ours.

Refunds are processed within 7–10 business days of inspection approval, to the original payment method. Banks and payment providers may require additional time to reflect the refund.

8. Production Delay Refund

If Primira Luxury fails to dispatch an order within the 60-business-day maximum production window in Section 1, for reasons within our control, the customer is entitled to a full refund of all amounts paid to date, less only the payment gateway charge in Section 8.2. This remedy does not apply where the delay is caused by the customer (delayed approval, delayed balance payment, customer-requested specification changes after production start) or by Force Majeure, in which case the window pauses for the duration of that delay.

9. Shipping Responsibility for Returns

For change-of-mind returns, the customer is responsible for return shipping costs.
We provide or reimburse reasonable return shipping only when the wrong item was shipped, the product arrived damaged, or it materially differed from confirmed specifications.
Shipment risk remains with the customer until we receive and inspect a customer-arranged return. We are not responsible for parcels lost or held by customs during customer-initiated returns.
For returns exceeding USD $200 in value, we recommend a trackable, insured courier. We are not responsible for items lost or damaged in transit during a customer-arranged return shipment.

10. Certificate Requirement

All returns and buyback requests must include the original certification documents. Loss of the original certificate results in a USD $199 re-certification and administrative deduction, where applicable.

11. Limited Lifetime Warranty

For approved non-defective returns, customers are responsible for return shipping costs.

Primira Luxury will provide or reimburse reasonable return shipping costs only when:

The wrong item was shipped
The product arrived damaged
The product was materially different from confirmed specifications

If the customer arranges independent return shipping, shipment risk remains with the customer until the item is received and inspected by us.

Primira Luxury is not responsible for parcels lost or held by customs during customer-initiated returns.

For returns exceeding USD $200 in value, we recommend shipping via a trackable and insured courier service. Primira Luxury is not responsible for items lost or damaged in transit during a customer-arranged return shipment.

11.1 Coverage

Every certified stone sold by Primira Luxury — lab-grown diamond or moissanite — carries a Lifetime Warranty against manufacturing defects, for as long as the original purchaser owns the piece. Covered: stone chipping or cracking under normal wear (absent external impact or damage), prong/setting failure due to a manufacturing defect resulting in a loose or lost stone, and manufacturing defects in the metal mounting (excluding normal surface wear).

11.2 Exclusions

Not covered: accident, impact, improper storage, or external force damage; loss from unreported prong wear; damage from unauthorized third-party resizing/repair; normal wear and polish changes; loss of the certificate; items purchased through unauthorized resellers.

11.3 Claims Process

Contact contact@primiraluxury.com with your order number, original certificate, and clear photographs. We assess within 5–7 business days. Approved claims are repaired or the stone replaced at no cost, with shipping both ways covered for the original purchaser. Re-certification after a covered repair is free with our original certifying lab; a different lab at customer request incurs standard charges. See Section 7 for the cash-refund alternative to repair/replacement.

11.4 Transferability

Non-transferable to subsequent owners on resale or gifting, except within the immediate family of the original purchaser.

12. Buyback Program

Buyback Amount = Invoice Value − Making Charges − Applicable Taxes − Payment Gateway Charges − Processing Fee. Gold value is calculated on the prevailing internal gold rate on the buyback evaluation date; diamond value is assessed on our internal evaluation standards at that time.
Requires: original invoice, original certification, successful quality inspection.
Not applicable to: Polki, pearls, colored gemstones, baguettes, tapered diamonds, choki diamonds.
EMI purchases: any unpaid EMI balance is deducted from the buyback or refund amount.
Not a valuation guarantee: the Buyback Amount reflects our own internal methodology at the time of buyback, not an independent appraisal or a representation of investment value — see Section 8 of our Terms & Conditions.

13. Exchange Policy

We do not offer direct product exchanges. Customers may use the Buyback Program for structured value recovery, or the change-of-mind return process followed by a new order.

14. Custom Diamond Cutting — Tolerance & Specification

Where a diamond is cut or sourced to a customer-specified dimension or proportion, we supply the stone within the following tolerance of the requested or quoted figure:

Parameter	Tolerance	Example
Length / width (or diameter, for round stones)	±0.05 mm	4.00 mm requested → 3.95–4.05 mm delivered
Table %	±1 percentage point	55–58% requested → 54–59% delivered
Total depth %	±0.2 percentage points	61% requested → 60.8–61.2% delivered
Crown angle	±0.5°	34.5° requested → 34.0–35.0° delivered
Pavilion angle	±0.2°	40.8° requested → 40.6–41.0° delivered

A stone delivered within these tolerances is not a specification deviation, defect, or grounds for a specification-error return, even where it does not exactly match the figure originally requested or quoted.
In addition, every custom-cut or custom-sourced diamond carries a minimum cut grade of Very Good or better, as certified by the issuing lab — a combined outcome covering table, depth, crown and pavilion angle, girdle, and culet together, as assessed and labeled by the certifying laboratory.
For fancy shapes (oval, cushion, pear, emerald, radiant, princess, marquise, heart), GIA issues no overall cut grade — only round brilliants get one. Where certified by IGI, IGI’s own fancy-shape assessment governs this cut-grade promise instead.
Carat weight is a function of a stone’s cut, depth, and proportions, not mm diameter alone; a small, proportionate weight variance from any pre-order estimate is expected and does not itself constitute a defect. The final certificate — including its stated measurements, proportions, and cut grade — is authoritative.
A stone delivered outside the tolerances above, or below the promised minimum cut grade, due to our error is treated as a specification-error return under Section 3(b) below — full remedy, no restocking fee, no cost to the customer — not as a change-of-mind return.

15. Order Documentation & Anti-Fraud Measures

To keep this process fast and fair for genuine claims, and to prevent misuse:

Every made-to-order and custom piece is photographed and/or video-recorded prior to dispatch, including final weight and measurement verification against the confirmed specification.
All shipments are sent in tamper-evident packaging via a trackable, insured courier.
For damage, missing-item, or defect claims, we require an unedited unboxing video showing the sealed package being opened, and photographs of any damage, within 48 hours of delivery. Claims submitted without this documentation, or after material delay, may be assessed with reduced weight given to the claim.
We reserve the right to decline a claim, or to require additional verification, where the evidence provided is inconsistent, incomplete, or contradicted by our pre-dispatch documentation.

16. Return Abuse

Where a customer’s order and return history shows a clear pattern of abuse — including repeated comparative purchasing (Section 4), repeated unsubstantiated damage/defect claims contradicted by our documentation under Section 15, or serial change-of-mind returns disproportionate to genuine purchases — Primira Luxury reserves the right to decline future orders, require prepayment in full, or limit future return eligibility to statutory rights only. We will notify the customer of any such restriction and the reason for it.

17. Statutory Rights Notice

Nothing in this policy limits any non-waivable statutory right you hold under the law of your country of residence. Where a mandatory statutory right independently provides a different remedy than this policy for your specific order (for example, the EU/UK 14-day withdrawal right for non-customized goods, under which only a diminished-value deduction applies, not the restocking fee in Section 8), the statutory right prevails to the extent required by law for that order.

18. Late or Missing Refunds

If an approved refund has not reflected: check with your bank, contact your card provider, and allow additional processing time. If unresolved, contact contact@primiraluxury.com.

19. Policy Updates

Ocean Star Company reserves the right to update this policy at any time. Changes take effect on publication.

20. Contact Information

For return, refund, or buyback inquiries:

Primira Luxury By Ocean Star Company
Plot No.3, Savani Industrial Society,
Kohinoor Road, Mini Bazaar,
Surat – 395006, Gujarat, India
Email: contact@primiraluxury.com
Phone: +91 8200524191