Return & Refund Policy
Your satisfaction is our priority. If your piece isn't exactly what you dreamed of, we make the return process seamless.
- 15-Day Window: Returns are accepted within 15 days of the delivery date.
- The 5-Point Quality Audit: To ensure integrity, every return undergoes a rigorous check. For a full refund, the following must be verified:
- Gold Weight: Must match the weight specified on your original invoice.
- Hallmarking: The hallmark on the product must be intact and match our records.
- Solitaire Authentication: The laser-inscription number on the Solitaire girdle must match the Solitaire Certificate.
- Jewellery Certification: The Jewelry Certificate number is matching with the number on the product.
- Stone Integrity: Diamonds must be in original condition with no signs of chipping or cracking.
- Condition: Items must be in original, unworn condition with the original invoice, certificates, and packaging.
- Refund Timeline:The amount will be refunded within 5-7 working days once the product is handed over to us and clears the quality audit.
Lifetime Warranty
Our relationship doesn’t end at the sale. If it can be fixed, we will fix it. Our Lifetime Care ensures your jewelry remains as radiant as the day you first wore it.
- Free for a Lifetime: We provide maintenance and repair services free of cost for the lifetime of the product.
- No-Questions-Asked Replacements: If any small cluster diamonds (up to 0.05ct each) go missing from their settings, we will replace and fix them—no questions asked.
- Perfect Fit Guarantee: We provide complimentary ring resizing to ensure your piece always fits perfectly. (Note: Certain designs like full eternity bands cannot be resized due to structural nature).
- Expert Maintenance: Includes free professional cleaning, polishing, and prong tightening.
- The "Golden Rule" on Repairs: If it can be fixed, we will fix it free of charge.
- In cases of extreme accidental damage (e.g., crushed jewelry or lost solitaire), we provide restoration services at the actual cost of materials, labor, and logistics (insured shipping). We do not charge any service fees or profit margins on these repairs.
Lifetime Exchange Policy
Style evolves, and your jewelry should too. Upgrade your sparkle or trade in your piece for a new design at any time.
- 100% Value Guarantee:
- Lab-Grown Diamonds: 100% of the prevailing market value.
- Gold: 100% of the prevailing market value.
- The Calculation: Original making charges, taxes, and discounts are deducted. Current making charges and taxes apply to the new selection.
- The Difference Rule:
- Higher Value Upgrade: The customer pays the balance.
- Lesser Value Exchange: The balance is issued as an Onya Credit Note (valid for 1 year). Cash refunds are not applicable for exchanges.
- Verification: Items must pass our 5-point quality audit and be accompanied by original invoices and certificates.
Buy Back Policy
We stand behind our products. If you ever wish to liquidate your Onya jewelry, we provide a guaranteed buy-back.
- Guaranteed Liquidity:
- Lab-Grown Diamonds: Receive 80% of the prevailing market value.
- Gold: Receive 100% of the prevailing market value.
- Transparent Deductions: Value is calculated on current market prices. Original making charges, taxes, and promotional discounts are excluded.
- Refund Timeline: The amount will be refunded within 5-7 working days once the product is handed over to us and clears the quality audit. Payment will be made via bank transfer to the customer’s registered account.
How to Initiate a Request
To start a return, exchange, or repair request, please reach out to our concierge team with your Order ID and Original Invoice.
- Email: hello@onyadiamonds.com
- Visit Us: Store Locator
