Refund policy
Returns & Exchanges
At DHARIN, every piece is made with care and intention. We want you to feel certain about your purchase. Eligible items may be returned subject to the conditions below.
Pre-orders & Payment
Pre-orders are paid in full at checkout. The estimated dispatch timeframe shown on the selected product page at the time of purchase applies. No remaining balance is due before dispatch.
Standard, non-personalised pre-orders may be cancelled before dispatch and will be refunded to the original payment method. After delivery, eligible standard pre-order pieces may be returned under the 30-day return conditions below.
Bespoke, engraved, personalised or individually specified pieces may be subject to different cancellation rights once production has begun. Any such restriction must be clearly disclosed before purchase and does not affect statutory rights relating to faulty, damaged, incorrect or misdescribed goods.
30-Day Eligible Returns
For eligible ready-to-ship pieces and standard, non-personalised made-to-order or pre-order pieces, a return must be requested within 30 calendar days of confirmed delivery, including weekends and public holidays. This is the deadline to request a return, not the deadline for the parcel to arrive at our warehouse. Any mandatory rules governing statutory deadlines continue to apply. Once authorised, the item must be dispatched within 14 calendar days, as explained below.
Returned items must be unworn, unused, unaltered and undamaged. All original packaging, product tags, certificates, laboratory reports, authenticity materials, accessories and complimentary gifts supplied with the order must be included.
For pieces supplied with an IGI or other laboratory certificate, please return the original certificate with the piece. If an original certificate supplied with your order is missing, a US$100 certificate replacement fee may be deducted from your refund, provided this fee was disclosed before purchase and is permitted by applicable law. We will explain any proposed deduction before processing your refund. This fee does not apply to items that were not supplied with a certificate.
For other missing accessories, we may deduct only a previously disclosed, reasonable replacement cost where permitted by applicable law. We will identify the missing item and explain the basis and amount of any deduction.
Packaging & Gift Presentation
The standard DHARIN jewelry box supplied with a jewelry item should be returned with that item. If the jewelry box is missing, we may deduct its disclosed replacement value of US$3 from the refund where permitted by applicable law. We will explain any deduction before processing the refund.
An optional gift box purchased for US$5 is a separate paid item. To receive a refund for the gift box, it must be returned in resalable condition. If it is missing or returned damaged, the US$5 gift-box charge is not refundable, except where the damage resulted from our error or applicable law requires otherwise.
Shopping bags and thank-you cards do not need to be returned, and no deduction is made if they are missing.
Missing Complimentary Gifts & Store Credit
If you return your order in full, any complimentary gift supplied with the order must also be returned. A complimentary gift does not need to be returned with an eligible partial return. If a required gift is missing from a full-order return, we will first contact you to arrange for it to be sent separately. If it cannot be returned, we may deduct its reasonable replacement cost from the refund only where that cost was disclosed before purchase and the deduction is permitted by applicable law. We will inform you of the amount before processing the refund.
You may voluntarily choose to receive store credit equal to the missing-gift deduction, on a 1:1 basis with no additional bonus. For example, a US$20 missing-gift deduction qualifies for US$20 in store credit. This option applies only to missing complimentary gifts, not to the US$100 certificate replacement fee. Whether or not you choose store credit, the remaining refundable amount will be refunded to your original payment method. This arrangement does not affect your statutory refund rights.
We will obtain your express choice before issuing store credit. Store credit is linked to your customer account, issued in the currency of the deduction and has no expiry date or minimum purchase amount. It may be used for products on the DHARIN online store, excluding gift cards, and together with discount codes whose conditions are otherwise met. The checkout currency must match the store credit currency. Sign in to your customer account or use Shop Pay to apply your available balance.
Store credit is non-transferable and cannot be exchanged for cash once issued, except where required by applicable law. Purchases paid with store credit remain subject to the applicable return policy. For an eligible refund, the amount paid with store credit is returned as store credit and the amount paid by another payment method is returned to that payment method. Partial refunds are allocated according to the refundable amounts attributable to each payment method.
Earrings
A return for earrings must be requested within 30 calendar days of confirmed delivery. Earrings must be unworn, unused, unaltered and undamaged, and dispatched within 14 calendar days after the return is authorised. They must be returned with all original packaging, product tags, certificates and accessories supplied with the order.
Earrings that show signs of having been worn, including residue, scratches, deformation or damage to the posts or fastenings, are not eligible for change-of-mind returns.
This restriction does not affect any rights relating to items that are faulty, damaged on arrival, incorrectly supplied or not as described.
Non-Returnable Items
The following items are not eligible for returns under our commercial change-of-mind policy:
- Personalised or engraved pieces;
- Pieces made to the customer’s individual specifications;
- Non-standard sizes or lengths produced specifically at the customer’s request;
- Items resized or altered after purchase at the customer’s request;
- Bespoke Atelier commissions;
- Loose stones that have been set or altered by a third party after delivery.
These exclusions do not affect any rights relating to items that are faulty, damaged on arrival, incorrectly supplied or not as described.
Eligibility is assessed using the actual personalisation or alteration and the information disclosed before purchase. Standard, non-personalised pieces are not excluded solely because they are pre-orders or made to order.
How to Request a Return
To request a return within 30 calendar days of confirmed delivery, use our Aftercare request form. Have your order number and checkout email ready to verify your order, then select the item and the type of assistance required and follow the steps to submit your request. Information already supplied through the form does not need to be repeated by email.
Please provide clear photographs of the item and relevant packaging, tags, certificates and any reported issue, together with the information requested by our client care team, so we can assess your request before authorising a return. If you cannot use the form or provide the requested materials, email support@mydharin.com with your order number for assistance. Providing a reason is optional for an eligible change-of-mind return. Your original request date remains relevant, and this process does not affect your statutory consumer rights.
An acknowledgement or case reference confirms receipt of your request only; it does not authorise you to send the item or confirm approval of a refund. We will review your request and supporting information and normally respond within 48 hours. If further information is needed, our client care team will contact you before making a decision. If approved, we will provide a Return Merchandise Authorisation (RMA), the specific return address and return instructions. The return address is provided only after approval; please do not send returns to our business address. The item must be dispatched within 14 calendar days after the return is authorised, unless a different period is required by applicable law.
You can track your aftercare request online. Please do not send an item before receiving return instructions. Returns must be sent using a tracked service with full insurance appropriate to the value of the item and in accordance with our packaging instructions. Please retain proof of postage, tracking and insurance. For statutory withdrawals, you do not need to wait for RMA approval to notify us of your decision; the applicable statutory deadlines continue to apply.
Damaged, Incomplete, Incorrect or Misdescribed Items
If an item arrives damaged, incomplete, incorrect or not as described, please contact us preferably within 48 hours of delivery and provide your order number together with photographs of the item, packaging and shipping label.
An unboxing video may help us review an issue, but it is not the only acceptable evidence and is not a prerequisite for making a claim.
Reporting an issue after 48 hours does not remove any statutory rights you may have regarding faulty, damaged, incorrectly supplied or misdescribed goods. Where the issue is confirmed, DHARIN will arrange an appropriate repair, replacement or refund and cover reasonable return shipping costs.
Return Shipping & Original Delivery Charges
For eligible change-of-mind returns, the customer is responsible for return shipping, insurance and related costs unless otherwise required by applicable law.
When the customer uses a return service arranged independently, the customer remains responsible for the parcel until it is received by DHARIN, except where applicable law provides otherwise. We strongly recommend retaining proof of postage and tracking information.
Original delivery charges are not refundable for voluntary returns, except where reimbursement of standard delivery charges is required under applicable consumer law. Additional amounts paid for express or premium delivery are not refundable unless required by law or the return results from our error.
Exchanges
To exchange an eligible item for another piece, please initiate a return and place a new order. We cannot hold stock against pending returns. New orders are subject to the prices and availability at the time they are placed.
Ring Resizing
We offer one complimentary resize within 60 days of delivery, subject to design feasibility. Full pavé bands and tension-set designs may not be resizable. Feasibility and the available size adjustment depend on the individual design. Please contact us for instructions before sending your ring. For the complimentary resizing service, you pay the shipping cost to send the ring to DHARIN, and DHARIN pays the shipping cost to send the resized ring back to you. Insurance arrangements and any related charges will be explained before you send the ring. Once a piece has been resized or altered at the customer’s request, it is not eligible for a change-of-mind return. This does not affect rights relating to faulty, damaged, incorrectly supplied or misdescribed goods.
Refund Processing
Once the returned item has been received, we will check its identity and condition and confirm the certificates, packaging, accessories and complimentary gifts received. We will notify you of the inspection outcome and explain any issue requiring further review or any applicable deduction. Approved refunds are normally initiated to the original payment method within 5–10 business days.
Where applicable law requires an earlier deadline, including statutory withdrawals in the EU/EEA or United Kingdom, the refund will be processed within the legally required period. Our commercial inspection or approval process does not extend statutory refund deadlines. Your bank or payment provider may require additional time to display the refund.
EU/EEA and United Kingdom Consumer Rights
Customers in the EU/EEA and United Kingdom may have statutory rights in addition to this commercial return policy, including rights relating to distance-selling cancellations and faulty or misdescribed goods.
Where a statutory right of withdrawal applies, you may generally notify us within 14 calendar days of receiving the goods. For an order delivered in separate consignments, the starting date is determined by applicable law, including the delivery of the last item where required.
You may send an unequivocal withdrawal statement to support@mydharin.com, including your name, order number and sufficient details to identify the goods. You do not need to give a reason or wait for RMA approval before notifying us. Please contact us promptly for the correct return address and shipping instructions.
For a statutory withdrawal, goods must be sent back within the legally applicable period, generally within 14 days after you notify us of your withdrawal. This period is not restarted by our RMA approval. Standard outbound delivery charges will be reimbursed where required by law; additional express or premium delivery charges may be excluded.
Our commercial unworn-condition and packaging requirements do not replace the rules applicable to a statutory withdrawal. Opening packaging or handling goods as reasonably necessary to establish their nature, characteristics and functioning does not automatically remove your withdrawal right. Any deduction for diminished value caused by handling beyond what is necessary will be made only as permitted by applicable law. Statutory refund deadlines and any permitted withholding of reimbursement are governed by applicable law.
Statutory withdrawal rights may not apply to goods made to the customer’s specifications or clearly personalised. This exception does not affect rights concerning faulty, damaged, incorrectly supplied or misdescribed goods.
Commercial Warranty & Contact
To request assistance under our 12-month commercial warranty, email support@mydharin.com with your order number, a description of the issue and helpful photographs. Information already supplied in an aftercare request need not be sent again.
DHARIN’s 12-month commercial warranty is additional to, and does not replace or reduce, any mandatory legal guarantee or consumer right.
For all return enquiries, contact support@mydharin.com.
Business Contact
DHARIN is operated by Celestial Stream LLC.
Business address: 30 N Gould St, Suite #32526, Sheridan, WY 82801, United States
Telephone: +1 (307) 828-7410
Email: support@mydharin.com