EXCHANGE & REFUND POLICY
At DINOVA, every piece is carefully crafted and inspected before it reaches you. We want you to feel confident when purchasing your jewelry. Please review the following policy before placing your order.
1. Exchange & Refund Period
You may request an exchange or refund for online orders within 7 days from the date you receive your order.
Requests made after the 7-day period are not eligible under the standard exchange and refund policy, except where otherwise agreed by DINOVA.
To request an exchange or refund, please contact us through the Contact Us section of our website and provide your order number and relevant details.
2. Eligibility
To be eligible for an exchange or refund, the jewelry must:
- Be unworn and unused.
- Be returned in its original condition.
- Be accompanied by its original packaging and invoice.
- Include any certificates or documentation provided with the piece.
- Not have been resized, altered, engraved, damaged, or modified after purchase.
All returned pieces are subject to inspection by DINOVA before an exchange or refund is approved.
Items showing signs of wear, damage, alteration, or misuse may not be eligible for exchange or refund.
3. Refund & Exchange Valuation
For eligible returns and exchanges, the value of the gold will be calculated according to the applicable gold price at the time the return or exchange is processed, subject to the conditions outlined in this policy.
The value of the lab grown diamond(s) is non-refundable and will be excluded from the refund or exchange calculation.
Any applicable difference in value will be calculated accordingly.
4. Exchanges & Refunds Within 7 Days
If you wish to exchange or return your jewelry within 7 days of receiving it, the eligibility requirements outlined above must be met.
The diamond value will be excluded from the refund or exchange calculation.
If the selected replacement piece has a higher applicable value, the customer will be required to pay the difference.
Any change in ring size or gold weight may affect the final value.
5. Exchanges & Refunds After 7 Days
After the initial 7-day period, an exchange or refund may be considered at DINOVA’s discretion and subject to the condition of the jewelry.
Where a return or exchange is approved after 7 days:
- The gold value will be calculated according to the prevailing gold price on the date the return or exchange is processed.
- The applicable making/manufacturing charge will be deducted.
- The diamond value will be excluded from the refund or exchange calculation and is non-refundable.
Any difference in value between the returned piece and the selected replacement piece will be calculated accordingly.
6. Piece Resizing
Resizing is subject to the design and construction of the individual piece.
If a piece needs to be made smaller within 7 days of receipt, DINOVA will carry out the resizing at no additional charge, subject to the design being suitable for resizing.
If a piece needs to be made larger, the additional gold required will be calculated based on the applicable gold price, and the customer will be responsible for the resulting difference.
For resizing requests made after 7 days, applicable resizing fees will apply.
Any applicable cost or difference in value will be communicated to the customer before the resizing is carried out.
7. Bespoke & Customized Orders
Bespoke, customized, personalized, engraved, or specially modified pieces are created specifically for the customer.
Accordingly, bespoke and customized orders are non-refundable and non-exchangeable. Once production has commenced, the order cannot be cancelled or returned under the standard exchange and refund policy.
Any exception to this policy will be solely at DINOVA’s discretion.
Where DINOVA agrees to accept a return or exchange for a bespoke or customized piece, the applicable value will be calculated according to the prevailing gold price on the date the return or exchange is processed and subtract the applicable making/manufacturing charge of the piece.
The diamond value will be excluded and is non-refundable.
Any difference resulting from changes in design, size, gold weight, or specifications will be calculated separately.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from the product you ordered, please contact DINOVA as soon as possible after delivery.
The piece may be inspected to determine the nature and cause of the issue.
If the issue is confirmed to be a manufacturing defect or an error on the part of DINOVA, we will work with you to provide an appropriate solution.
Damage caused by misuse, accidents, improper care, normal wear and tear, or unauthorized alterations is not considered a manufacturing defect.
9. Non-Returnable & Non-Exchangeable Items
The following items are not eligible for standard returns or exchanges:
- Bespoke jewelry
- Customized jewelry
- Personalized or engraved jewelry
- Jewelry that has been resized or altered after purchase
- Jewelry that has been worn or damaged
- Jewelry missing its original packaging, invoice, or required documentation
- Items returned after the applicable exchange or refund period
10. Return Inspection
All returned jewelry is subject to inspection by DINOVA.
DINOVA reserves the right to reject a return or exchange if the jewelry does not meet the eligibility requirements stated in this policy.
11. Refund Processing
Once the returned piece has been received and inspected, DINOVA will confirm whether the refund has been approved and communicate the applicable refund amount.
Refunds will be processed through the applicable payment method, subject to the processing time of the relevant bank or payment provider.
Any applicable deductions, including the non-refundable diamond value and, where applicable, making/manufacturing charges, will be reflected in the final refund calculation.
12. Contact Us
To request an exchange or refund, please contact DINOVA through the Contact Us page within the applicable period.
Please provide your order number and relevant details so our team can assist you.
TERMS & CONDITIONS
Welcome to DINOVA.
These Terms & Conditions govern your use of the DINOVA website and your purchase of products through our online store. By accessing our website, browsing our products, or placing an order, you agree to these Terms & Conditions.
Please read them carefully before making a purchase.
1. About DINOVA
DINOVA is a fine jewelry brand specializing in jewelry crafted in 18K gold and lab-grown diamonds.
Throughout these Terms & Conditions, “DINOVA,” “we,” “us,” and “our” refer to DINOVA. “You” and “your” refer to the customer or user of the website.
DINOVA reserves the right to update or modify these Terms & Conditions at any time. Any changes will become effective once published on this website.
2. Products
DINOVA jewelry is crafted with care and attention to detail. Product images, descriptions, measurements, weights, and specifications are provided to give you an accurate representation of each piece.
Due to the nature of jewelry manufacturing and handcrafted production, slight variations in weight, dimensions, or appearance may occur.
DINOVA uses lab-grown diamonds in its jewelry. Lab-grown diamonds are real diamonds with the same fundamental chemical and physical properties as mined diamonds.
Where applicable, diamonds are accompanied by an independent grading certificate.
3. Product Prices
All prices displayed on the DINOVA website are in Egyptian Pounds (EGP), unless otherwise stated.
Prices may change from time to time due to fluctuations in gold prices, diamond prices, production costs, promotions, or other commercial considerations.
The applicable price is the price displayed at the time the order is placed.
DINOVA reserves the right to correct any pricing or product information errors. If an order has been placed at an incorrect price, DINOVA reserves the right to contact the customer before processing the order.
3. Product Prices
All prices displayed on the DINOVA website are in Egyptian Pounds (EGP), unless otherwise stated.
Prices may change from time to time due to fluctuations in gold prices, diamond prices, production costs, promotions, or other commercial considerations.
The applicable price is the price displayed at the time the order is placed.
DINOVA reserves the right to correct any pricing or product information errors. If an order has been placed at an incorrect price, DINOVA reserves the right to contact the customer before processing the order.
4. Placing an Order
By placing an order through the DINOVA website, you confirm that the information provided by you is accurate and complete.
After placing an order, you will receive an order confirmation acknowledging that your order has been received.
This confirmation does not necessarily constitute final acceptance of the order.
DINOVA reserves the right to cancel or decline an order in circumstances including, but not limited to:
- Product unavailability
- Pricing or technical errors
- Incorrect customer information
- Suspected fraudulent or unauthorized transactions
- Circumstances beyond DINOVA’s reasonable control
If an order has already been paid for and is subsequently cancelled by DINOVA, the amount paid will be refunded through the applicable payment method, subject to the processing time of the relevant bank or payment provider.
5. Payment
Payment must be completed using one of the payment methods available on the
DINOVA website. You are responsible for ensuring that all payment information provided is accurate and that you are authorized to use the selected payment method.
DINOVA reserves the right to request additional information or verification where necessary to confirm an order or comply with applicable laws and regulations.
6. Delivery
Delivery times are estimates and may vary depending on the product, order requirements, availability, and delivery location.
Ready-to-ship and made-to-order pieces may have different production and delivery timelines.
Any applicable timeline will be communicated at the time of purchase.
DINOVA will make reasonable efforts to meet the estimated delivery date. However, delays caused by circumstances beyond our reasonable control will not constitute a breach of these Terms & Conditions.
The customer is responsible for providing an accurate delivery address and contact information.
7. Risk and Responsibility
Responsibility for the jewelry passes to the customer once the order has been delivered to the designated delivery address.
Customers are advised to inspect their order upon receipt and contact DINOVA promptly if the product appears damaged, incorrect, or incomplete.
8. Promotions & Discount Codes
DINOVA may offer promotions, discounts, complimentary gifts, or special offers from time to time.
Each promotion may be subject to specific terms and conditions.
Unless otherwise stated:
- Promotional offers cannot be combined with other offers or discount codes.
- Only one discount code may be used per order.
- Discount codes may not apply to bespoke, customized, made-to-order, or already discounted pieces.
- DINOVA reserves the right to modify, suspend, or terminate any promotion at any time.
9. Bespoke & Customized Jewelry
Bespoke and customized jewelry is created specifically according to the customer’s requirements.
Due to the personalized nature of these pieces, bespoke, customized, personalized, engraved, or specially modified orders are non-refundable and non-exchangeable.
Any applicable production timeline and specifications will be confirmed with the customer before production begins.
10. Intellectual Property
All content on the DINOVA website, including photography, videos, text, graphics, logos, designs, product descriptions, and other visual or written materials, is owned by or licensed to DINOVA and is protected by applicable intellectual property laws.
No content may be copied, reproduced, modified, distributed, or used commercially without prior written authorization from DINOVA.