Return, Refund, Exchange, and Buyback Policy
Primira Luxury (Operated by Ocean Star Company)
Last Updated : Aug 7, 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 returns for both eligible defective products and eligible non-defective products, subject to the conditions, exclusions, and limitations described in this policy.
- Return requests must be submitted within 7 calendar days of delivery.
- Products must be unused, unworn, and in original condition.
- Customers are responsible for return shipping unless Primira Luxury shipped the wrong item, the item arrived damaged, or the item materially differs from the confirmed specifications.
- Approved refunds are processed within 7–10 business days after inspection.
- A 20% restocking fee may apply to approved returns as described below.
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
Primira Luxury accepts returns for both eligible defective and eligible non-defective products, subject to the conditions and exclusions set out in this policy.
Eligible non-defective returns include products that:
• are materially different from the confirmed specifications approved by the customer;
• are not the item ordered; or
• otherwise qualify for return under the terms of this policy.- Eligible defective returns include products that:
• arrive damaged in transit, or
• contain verified manufacturing defects.
All return requests require prior written approval from Primira Luxury before an item is shipped back. To initiate a request, email us with your order number, a description of the issue, and supporting photographs where applicable. We will review the request and confirm approval or denial in writing within 2 business days. Items returned without prior written approval will not be accepted for inspection or refund.
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
- Pierced earrings and nose pins, once removed from sealed packaging, for hygiene reasons — unless the item is verified defective or damaged in transit
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
Primira Luxury does not accept general “change of mind” returns.
However, we do accept eligible non-defective returns that meet all conditions in Section 2 of this policy.
This exclusion applies only to change-of-mind and preference-based return requests. Made-to-order and customized jewelry may still qualify for return when the conditions in Section 2 are met, including verified specification errors, incorrect items shipped, or transit damage. Products that fully match the customer’s confirmed specifications are not eligible for return solely because of personal preference.
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.
- Orders placed as part of comparative purchasing (ordering multiple variations of a design with the intent of returning all but one)
- Orders placed using promotional discounts of 15% or greater, unless the return qualifies under Section 2
For customers in the European Union and United Kingdom: made-to-order and customized jewelry is exempt from the standard 14-day statutory withdrawal right under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU) and the equivalent provisions of the UK Consumer Contracts Regulations 2013, as these items are manufactured to the customer’s specifications or are clearly personalized. All other statutory consumer rights under applicable EU or UK law remain unaffected by this policy.
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 yet commenced. Once production or sourcing has begun, cancellation is not permitted.
Cancellation terms are as follows:
- Orders are confirmed upon receipt of a minimum 10% advance payment.
- If cancellation is requested within 48 hours and production has not commenced, the refundable portion of the advance (excluding the 3–4% non-refundable administrative charge) will be returned.
- If production has commenced, or the completed product’s remaining balance is not paid within 5 calendar days of completion notification, the full advance amount is retained and no refund is issued.
- Return eligibility under this policy applies only to fully paid and delivered products, per the conditions in Sections 2–4.
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
For approved non-defective returns, For approved non-defective returns, refunds may be reduced by one or more of the following deductions, where applicable:
- A restocking fee of 20% of the product’s invoice value, applied to help maintain competitive pricing across our catalogue
- 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
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.
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. Lifetime Warranty
As an alternative to returns, Primira Luxury offers a structured Buyback Program.
10.1 Coverage
Every certified stone sold by Primira Luxury — lab grown diamond or moissanite — is covered by a Lifetime Warranty against manufacturing defects, for as long as the original purchaser owns the piece.
This warranty covers:
- Chipping or cracking of the stone under normal wear, where the stone was not subjected to impact, pressure, or damage from an external source
- Prongs or settings that fail due to a manufacturing defect, resulting in a loose or lost stone
- Manufacturing defects in the metal mounting (excluding normal wear such as surface scratching, which is expected with daily use)
10.2 Exclusions
This warranty does not cover:
- Damage caused by accident, impact, improper storage, or external force
- Loss of the stone due to wear-related prong thinning that was not reported and addressed through routine inspection
- Damage caused by unauthorized resizing, repair, or alteration carried out by a third party
- Normal wear such as surface scratching of metal, or minor changes in polish over time
- Loss of the certificate
- Items purchased through unauthorized resellers, where applicable
10.3 Claims Process
To make a warranty claim:
- Contact us at contact@primiraluxury.com with your order number, original certificate, and clear photographs of the issue.
- We will assess the claim within 5-7 business days and advise whether it is covered under this warranty.
- Approved claims are repaired or the stone replaced at no cost to the customer. Shipping for warranty service is covered by Primira Luxury for the original purchaser; return shipping to the customer after repair is also covered.
- If a covered repair requires re-certification, this is provided at no additional cost. If the customer requests a different certifying lab than the original, standard re-certification charges apply.
10.4 Transferability
This warranty is extended to the original purchaser and is non-transferable to subsequent owners in the case of resale or gifting after the original purchase, except where the piece remains within the immediate family of the original purchaser.
11. Buyback Program
As an alternative to returns, Primira Luxury offers a structured Buyback Program.
11.1 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.
11.2 Buyback Eligibility
Buyback requires:
- Original invoice
- Original certification
- Successful quality inspection
11.3 Buyback Exclusions
Buyback is not applicable for:
- Polki
- Pearls
- Colored gemstones
- Baguettes
- Tapered diamonds
- Choki diamonds
11.4 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.
12. Exchange Policy
- Primira Luxury does not offer direct product exchanges.
- Customers may utilize the Buyback Program as outlined above for structured value recovery.
13. 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
14. 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.
15. 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
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