Return, Refund & Exchange Policy
INFINITY SOLITAIRES
A brand of A TO Z DIAMONDS
www.infinitysolitaires.com
Last Updated: February 2026
At Infinity Solitaires, we are committed to ensuring your complete satisfaction with your purchase. This policy outlines the terms and conditions for returns, refunds, and exchanges applicable to customers worldwide.
1. SCOPE OF THIS POLICY
This Return, Refund & Exchange Policy applies to all purchases made through our website www.infinitysolitaires.com. Different terms apply based on the type of product purchased and the jurisdiction in which you reside.
2. PRODUCT CATEGORIES
2.1 Ready Stock Jewelry
Ready stock items are pre-made jewelry pieces available for immediate dispatch. These items are eligible for returns and exchanges within the specified return window.
2.2 Custom/Made-to-Order Jewelry
IMPORTANT: Custom-made, personalized, or made-to-order jewelry items are NOT ELIGIBLE for returns, refunds, or exchanges. This includes:
• Jewelry with custom engravings or personalization
• Made-to-order pieces crafted to your specifications
• Custom ring sizes not in standard ready stock
• Bespoke designs created specifically for you
3. RETURN & EXCHANGE WINDOW
|
Region |
Return Window |
Notes |
|
India |
14 calendar days |
From date of delivery |
|
European Union |
14 calendar days |
In compliance with EU Consumer Rights Directive |
|
United States |
14 calendar days |
From date of delivery |
|
Canada |
14 calendar days |
From date of delivery |
|
Other Countries |
14 calendar days |
Subject to local consumer protection laws |
4. ELIGIBILITY CONDITIONS FOR RETURNS/EXCHANGES
To be eligible for a return or exchange, the following conditions must be met:
1. Original Condition: The item must be unworn, unused, and in its original condition
2. Original Packaging: All original packaging, boxes, certificates, and tags must be intact and included
3. Proof of Purchase: Original invoice or order confirmation must be provided
4. Authentication Tags: All authentication tags and seals must be unbroken
5. Certification Documents: Diamond/gemstone certification must be returned with the item
6. No Alterations: The item must not have been resized, altered, or repaired by any third party
5. NON-RETURNABLE ITEMS
The following items cannot be returned or exchanged:
• Custom/made-to-order jewelry
• Personalized or engraved items
• Items that have been worn, used, or altered
• Items with broken or removed authentication tags/seals
• Items without original packaging or certificates
• Items returned after the 14-day return window
6. RETURN PROCESS
Step 1: Initiate Return Request
Contact our customer service team via email at support@infinitysolitaires.com or through our website's return portal within the 14-day return window. Please include:
• Order number
• Reason for return/exchange
• Photos of the item (if applicable)
Step 2: Receive Authorization
Once approved, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions within 2-3 business days.
Step 3: Ship the Item
Pack the item securely in its original packaging and ship it to our designated return address. We strongly recommend using insured and trackable shipping.
Step 4: Inspection & Processing
Upon receipt, our team will inspect the item within 5-7 business days. You will be notified of the status via email.
7. REFUND POLICY
7.1 Refund Method
Approved refunds will be processed to the original payment method used for the purchase.
7.2 Refund Timeline
|
Payment Method |
Refund Timeline |
|
Credit/Debit Card |
5-10 business days |
|
UPI/Net Banking |
3-5 business days |
|
PayPal |
3-5 business days |
|
Bank Transfer/Wire |
7-14 business days |
7.3 Refund Amount
• Full product price will be refunded for eligible returns
• Original shipping charges are non-refundable unless the return is due to our error or defective product
• Return shipping costs are the responsibility of the customer unless the return is due to our error
8. EXCHANGE POLICY
Exchanges are subject to availability. You may exchange an eligible item for:
• A different size of the same item
• A different item of equal or greater value (price difference to be paid)
• Store credit for future purchases
9. DEFECTIVE OR DAMAGED ITEMS
If you receive a defective or damaged item:
7. Contact us within 48 hours of delivery with photographs of the damage
8. We will arrange for pickup at no cost to you
9. A full refund or replacement will be provided after inspection
10. All shipping costs for defective/damaged items will be borne by us
10. INTERNATIONAL RETURNS
For international orders:
• Customer is responsible for return shipping costs and any customs duties or taxes
• Items must be shipped with declared value and proper documentation
• We recommend using insured and trackable shipping services
• Refunds will be processed in the original currency of purchase
11. EU CONSUMER RIGHTS
For customers in the European Union:
• You have the right to withdraw from your purchase within 14 days without giving any reason (Right of Withdrawal under EU Consumer Rights Directive 2011/83/EU)
• The withdrawal period expires 14 days after the day on which you receive the goods
• To exercise your right of withdrawal, you must inform us of your decision by a clear statement
• Refunds will be processed within 14 days of receiving your returned item
• Exception: Custom-made or personalized goods are exempt from the right of withdrawal under Article 16(c) of the Directive
12. CONTACT INFORMATION
For returns, refunds, or exchanges, please contact:
Infinity Solitaires (A brand of A TO Z DIAMONDS)
Email: support@infinitysolitaires.com
Website: www.infinitysolitaires.com
Customer Service Hours: Monday to Saturday, 10:00 AM - 7:00 PM IST
13. POLICY UPDATES
We reserve the right to modify this policy at any time. Changes will be posted on our website and will apply to purchases made after the date of posting. We encourage you to review this policy periodically.
© 2026 A TO Z DIAMONDS. All Rights Reserved.