Refund Policy
Diamond Art World® (“we,” “us,” or “our”) operates the website https://diamondartworld.com. This Return and Refund Policy explains when a product may be returned, how to request a return, and how refunds, warranty claims, and order cancellations are handled.
1. 30-Day Returns
You may request a return due to a change of mind within 30 days of receiving your item. Before sending any product back, please contact us at support@diamondartworld.com and wait for return instructions.
Important: Items returned without contacting us first may not be accepted. Custom-made products are not eligible for change-of-mind returns; see Section 5 below.
2. Return Eligibility
To qualify for a change-of-mind return, the product must:
- be the subject of a return request submitted within 30 days of delivery;
- be unused and in resellable condition;
- be returned in its original packaging; and
- be accompanied by a receipt or other proof of purchase.
We reserve the right to decline a return if these conditions are not met, except where acceptance is required by applicable law.
3. How to Request a Return
To request a return, email support@diamondartworld.com with your order number and the reason for the return. If the return concerns a damaged, defective, or incorrect item, please also include clear photographs showing the issue.
If your request is accepted, we will provide the return address and instructions for sending the item back. Please do not return products to the address shown on the parcel or elsewhere on our website unless we specifically instruct you to do so.
4. Return Shipping and Refunds
4.1 Change-of-Mind Returns
Customers are responsible for arranging and paying the return shipping costs for change-of-mind returns. We recommend using a trackable shipping service, as we cannot issue a refund for a return that we do not receive.
Once the returned item has been received and inspected, we will notify you by email whether the refund has been approved. If approved, the value of the returned product will be refunded to the original payment method. We do not issue store credit, credit toward a future purchase, or a direct exchange in place of a refund.
Original shipping charges are non-refundable, except where reimbursement is required by applicable law.
4.2 Refund Processing
After we issue a refund, the time required for it to appear in your account depends on your bank, card issuer, or payment provider. If you have not received an approved refund after a reasonable processing period, please contact your payment provider before contacting us.
5. Custom-Made Products
Custom-made products, including diamond painting kits created from a customer’s photo or other personalized specifications, are not eligible for change-of-mind returns. These products are made specifically for the individual customer and cannot be resold.
If you are not satisfied with a custom-made product, please contact us at support@diamondartworld.com. We will review the circumstances individually and work with you toward an appropriate resolution.
This exclusion does not affect any rights you may have under applicable law if the product is faulty, damaged, or not as ordered.
6. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us as soon as possible so that we can evaluate the issue and provide an appropriate resolution.
Diamond Art World® honors valid claims under our 90-day commercial warranty when the claim is submitted within 90 days of receiving the item. We may request photographs or other information reasonably required to assess the claim.
If we ask you to return the item, you may initially be required to pay the return shipping costs. These costs will be reimbursed if the warranty claim is approved, except where applicable law requires a different procedure.
Once the returned item has been received, we will normally process the warranty claim within seven days. If the claim is approved, you may choose either a refund to the original payment method or a replacement item, subject to availability.
Our 90-day commercial warranty is provided in addition to, and does not limit, any non-waivable consumer rights or remedies available under applicable law.
7. Exchanges
We do not offer direct exchanges for change-of-mind returns. If you would like a different product, you may return the eligible item for a refund and place a separate order. This does not affect the replacement option available for an approved warranty claim.
8. Gift Cards
Gift cards are non-returnable and non-refundable, except where otherwise required by applicable law.
9. Order Cancellations
You may request an order cancellation at any time before the order has been dispatched. Please contact us as soon as possible so that we can stop the order before dispatch.
If the order has already been dispatched, it cannot be cancelled. Once it has been delivered, the return conditions in this policy will apply.
10. Parcels Lost or Damaged in Transit
If your parcel is lost or damaged during transit, please contact us so that we can open an investigation with the shipping provider. An approved refund or replacement will be processed after the shipping provider has completed its investigation and confirmed the loss or damage.
For additional delivery information, please review our Shipping Policy.
11. Consumer Rights
Nothing in this policy excludes, restricts, or replaces any consumer rights that cannot lawfully be waived in the customer’s country or state of residence. Where applicable law provides more favorable rights, the applicable legal requirements will take precedence.
12. Contact Us
For return, refund, warranty, or cancellation questions, please contact us at support@diamondartworld.com.