Return, Refund, Exchange, and Buyback Policy
Primira Luxury (Operated by Ocean Star Company)
Last Updated : February 18, 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.
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 Timeline:
15–35 business days - “Business days” exclude weekends and public holidays in India.
- In rare cases involving sourcing complexity, certification coordination, or regulatory processes, the total production and dispatch window may extend up to a maximum of 45 business days.
- Orders completed within this declared maximum window shall not be considered delayed.
- By placing an order, the customer acknowledges and accepts this production structure.
2. Return Eligibility
Returns are accepted only under the following circumstances:
- The product delivered is materially different from confirmed specifications
- The product delivered is damaged in transit
- An incorrect item was shipped
Return requests must be initiated within 7 calendar days from the date of delivery by contacting:
Returns initiated after 7 calendar days will not be accepted.
3. Conditions for Accepted Returns
All returned items must:
- Be unused and unworn
- Be free from scratches, resizing, or alterations
- Be in original packaging
- Include original invoice
- Include original certification documents
All returned items are subject to quality inspection upon receipt.
If the product fails inspection due to wear, alteration, or tampering, the return request will be denied.
4. Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
- Made-to-order jewelry
- Customized or engraved jewelry
- Custom-sourced or custom-cut diamonds
- Certified loose diamonds once dispatched
- Items altered or resized by third parties
Certified loose diamonds are considered final sale once shipped, except in cases of verified specification error or transit damage.
5. Custom Orders
Custom orders include:
- Jewelry produced according to customer-confirmed specifications
- Diamonds sourced, matched, or cut per customer request
- Orders requiring independent laboratory certification
Customers acknowledge that diamond sourcing and certification involve independent third-party laboratories whose processing timelines are beyond our direct control.
Once production or sourcing has commenced, custom orders become non-cancellable and non-refundable, except where required by applicable law.
Interim grading estimates, sourcing timelines, or laboratory delays do not constitute grounds for cancellation or refund if the final product meets confirmed specifications.
6. Order Cancellations
Orders may be cancelled within 48 hours of placement, provided production or sourcing has not commenced.
If production or sourcing has begun, cancellation will not be permitted.
Primira Luxury reserves the right to deduct processing charges if administrative or sourcing costs have already been incurred.
Orders may be cancelled within 48 hours of placement, subject to the following:
- Orders are confirmed upon receipt of a minimum 10% advance payment.
- If cancellation is requested within 48 hours and production has not commenced, only the refundable portion of the advance (excluding 3–4% administrative charges) shall be returned.
- If production has commenced, or if the product has been completed and the customer fails to remit the remaining balance within the stipulated 5 calendar days after completion notification, the full advance amount shall be retained and no refund shall be issued
- Return eligibility applies only to fully paid and delivered products in accordance with the conditions outlined in this policy.
7. Refund Process
If a return is approved:
- Refunds are processed within 7–10 business days after inspection approval
- Refunds are issued to the original payment method
Deductions may include:
- Payment gateway charges
- Making or customization charges (where applicable)
- Administrative processing fees
- Shipping charges (if not due to company error)
Banks and payment providers may require additional time for refund reflection.
8. Shipping Responsibility for Returns
Customers are responsible for return shipping costs unless:
- 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.
9. Certificate Requirement
- All returns and buyback requests must include the original certification documents.
- Loss of original certificate will result in a USD $99 re-certification and administrative deduction, where applicable.
10. Buyback Program
As an alternative to returns, Primira Luxury offers a structured Buyback Program.
10.1 Buyback Calculation
- Buyback Amount =
Invoice Value
minus Making Charges
minus Applicable Taxes
minus Payment Gateway Charges
minus Processing Fee - Gold value (if applicable) will be calculated based on the prevailing internal gold rate on the date of buyback evaluation.
- Diamond value will be assessed based on internal evaluation standards at the time of buyback.
10.2 Buyback Eligibility
Buyback requires:
- Original invoice
- Original certification
- Successful quality inspection
10.3 Buyback Exclusions
Buyback is not applicable for:
- Polki
- Pearls
- Colored gemstones
- Baguettes
- Tapered diamonds
- Choki diamonds
10.4 EMI Purchases
- If a product was purchased using EMI or installment-based payment systems:
- Any unpaid EMI amounts will be deducted from the buyback or refund amount.
11. Exchange Policy
- Primira Luxury does not offer direct product exchanges.
- Customers may utilize the Buyback Program as outlined above for structured value recovery.
12. Late or Missing Refunds
If a refund has been approved but not reflected:
- Check with your bank
- Contact your credit card provider
- Allow additional processing time
If unresolved, contact: contact@primiraluxury.com
13. Policy Updates
- Ocean Star Company reserves the right to update or modify this policy at any time.
- Changes become effective upon publication on the website.
14. Contact Information
For return, refund, or buyback inquiries:
- Ocean Star Company
Plot No.3, Savani Industrial Society,
Kohinoor Road, Varachha,
Surat – 395006, Gujarat, India
Email: contact@primiraluxury.com
Phone: +91 8200524191