Last Updated: September 25, 2023
At Primira Luxury, customer satisfaction is our top priority. We are committed to offering a smooth and transparent return and refund process to ensure your shopping experience remains delightful.
1. Return, Refund, and Exchange Policy
Eligibility for Returns
We accept returns only in the following circumstances:
- Incorrect Order: If your order arrives incorrect or incomplete.
- Damaged Product: If the product is damaged during transit.
To qualify for a return, you must notify us at support@ within 7 days of delivery. Once approved, you have 5 days to ship the product back as per our return instructions.
Ineligible Returns
- Customized or personalized jewelry, including engraved pieces.
- Products damaged due to improper use, application of chemicals or perfumes, or tampered packaging
- Any item that shows signs of wear or that has been altered, resized (by a jeweler other than the company) or damaged cannot be accepted for 14 Day Money-Back
- Loose Lab Grown diamonds or moissanite Stones orders (listed or custom-cut) once shipped, as we provide pre-shipment photos or videos.
2. Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
The refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a day or two
Eligible Refund Scenarios
- Orders that are returned and pass the quality check process.
- Orders that fail to arrive.
Refund Timelines
- Once your return is received and inspected, we will notify you via email.
- Refunds will be processed within 7 business days and credited to your original payment method.
Tracking Refunds
- If you haven’t received your refund within the expected timeline, please check with your bank or credit card company as processing delays may occur.
- For unresolved refund issues, contact us at support@.
3. Exchange & 80% Buyback Policy
Exchange Policy
To provide our customers with peace of mind, we offer an 80% buyback policy for customized orders. If for any reason you’re not completely satisfied with your customized purchase, you can return it within 14 days post-delivery, and we’ll refund 80% of the purchase price. We Hope You Understand Why We Do Not Offer 100% Return In Customized Order.
We offer a Lifetime Exchange & Buy-Back Policy on all purchases* made from OCS Diamond. The product along with the original product certificate, can be returned for buy-back or exchange basis its current market value, with deductions towards making charges, taxes and 39 USD towards processing charges. If you received a discount or free gift while making your purchase, we will deduct the original discount amount or free gift value, as applicable.
Buyback Policy for Customized Orders
- Customized orders are eligible for 80% buyback within 14 days of delivery.
- Lifetime Exchange & Buyback is available with deductions for making charges, taxes, and a $25 processing fee.
| Category | Exchange Value | Buyback Value |
|---|
| Diamond Jewelry | 100% of gold value + 100% of diamond value. | 100% of gold value + 80% of diamond value. |
| Plain Gold | 100% of gold value. | 100% of gold value. |
Important Not :
- Original Invoice and certificate must be produced for exchange / buyback otherwise This service will not be available.
- Exchange & Buyback is not applicable on Baguettes, Tapered and Choki diamonds.
- Exchange & Buyback is not applicable on Polki, Pearl & Colored Stones
- In case the product which was earlier purchased through EMI system, then we will deduct an amount equivalent to non-paid EMI in addition to the above-mentioned deductions
4. Order Cancellations
Cancellation Timeframe
- Orders can be canceled within 48 hours of placement by contacting support@.
Processing Fee
- If work has already started on your order, a restocking fee will apply.
5. How to Return Products
Step-by-Step Return Process
- Contact Us: Email support@primiraluxury.com. to initiate a return within 7 days of delivery.
- Approval: Customers should not return the product before receiving a confirmation mail from us for the same.
- Packaging: Product must be returned in original packaging in saleable condition with no scratches, damage, wear or alteration. The stickers and tags must be intact. If the product tag or the original packing is tampered with, the return will not be processed.
- Shipping: Get Ready your jewelry in the original packing material along with the certificate and hand it over to the logistics executive.
- Please collect an acknowledgement for the item being picked up (pickup receipt on paper/ photo of tracking number/ SMS confirmation of pickup).
Important Notes
- Returned items must pass a Quality Check. Items showing wear, alterations, or tampered packaging will not be accepted.
- Follow Our Process: You must follow our return process; otherwise, if any issues occur with your order, we will not be responsible
- Parcel Responsibility: While you return your jewelry, we are not responsible if your parcel is lost or held by the customs department.
- Loss of the original product certificate will result in a $99 deduction.
Shipping Costs
- Customers bear the shipping cost for returns.
6. Late Or Missing Refunds (If Applicable)5. How to Return Products
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us at support@
7. Terms for Refunds, Returns, and Buybacks
- Products purchased with discounts or free gifts will have the discount amount or gift value deducted from the refund.
- Buyback and exchange policies are not applicable for items such as Polki, pearls, or colored stones.
- Products purchased via EMI will have unpaid EMIs deducted from the refund amount.
8. Changes to Policies
OCS Glamour reserves the right to update or modify these policies at any time. Any changes will be posted on our website at primiraluxury.com, and we encourage you to review them regularly
9. Customer Support
For assistance with returns, exchanges, or cancellations, contact us
- Email: support@primiraluxury.com
- Quick Chat: WhatsApp
- Phone: Call On This , Available Monday to Saturday, 11 AM – 5 PM
- Address: Plot-3, Savani Industrial Soc, Kohinoor Road, Mini Bazar, Varachha, Surat-395006