Refund policy

At Ethereal by Diya, every product is handcrafted with love and customized specially for you. Because of this personalized nature, we do not accept returns or cancellations once an order has been placed.

However, in the rare case that you receive a damaged or defective product, we’re here to help.

Damaged / Defective Product Claims

• Please notify us within 24 hours of receiving your order.

• Claims raised after this period will not be eligible for a refund or replacement.

• A complete unboxing video is mandatory to validate your claim. The video must:

  • Start before opening the package and show the outer packaging clearly.

  • Be taken in one continuous take (unedited).

  • Clearly display the damaged/defective product.

Send the unboxing video along with your order number and details of the issue via WhatsApp, email, or the contact details provided at checkout.

Resolution Options

Once our team reviews and approves your claim:

• You can choose between:

  • A 50% refund of the affected product’s value, OR

  • A replacement of the damaged product at a 50% discounted price.

Important Conditions

• Refunds/replacements are only applicable if the above steps are followed within the given timeframe.

• Claims will be declined if:

  • The required video evidence is not provided, OR

  • The damage is not clearly visible in the video submitted.

• No refunds, returns, or cancellations are permitted for reasons other than damage/defects.

• We ensure timely dispatch and delivery of all orders. However, delays due to courier partners, weather conditions, holidays, or any reasons beyond our control are not eligible for returns or refunds.