Refund policy

1. Introduction

At Diara, we strive to ensure that every product delivered meets our quality standards. This Return & Refund Policy outlines the conditions under which returns, replacements and refunds may be processed for purchases made through the Diara website.

By placing an order on our website, you acknowledge that you have read, understood and agreed to this Return & Refund Policy along with our Terms & Conditions, Privacy Policy, Shipping Policy and Cancellation Policy.

2. Eligibility for Returns

Customers may request a return only in the following circumstances:

The product is received with a broken, missing or tampered security seal.
The product is received with leakage or spillage.
The product received is defective.
The wrong product has been delivered.

A return request must be raised within 72 hours of delivery of the order.

To be eligible for a return, the product must:

Be returned with its original packaging, labels and invoice (where available).
Not be intentionally damaged or altered after delivery.
Meet the conditions specified in this Policy.

Diara reserves the right to reject any return request that does not satisfy the eligibility criteria set out herein.

3. Non-Returnable Products

For reasons of hygiene and product safety, the following products shall not be eligible for return or exchange:

Products that have been opened, used or partially consumed, except where the return is due to a damaged, defective or incorrect product.
Products returned without their original packaging or labels.
Products damaged due to misuse, improper storage, negligence or failure to follow the usage instructions.
Return requests raised after 72 hours from the date of delivery.
Products purchased through channels other than the official Diara website.

Returns or exchanges shall not be accepted solely on the basis of personal preference, including but not limited to dissatisfaction with fragrance, texture, consistency or expected results.

4. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective or different from what you ordered, please contact our customer support team within 72 hours of delivery.

To facilitate the verification process, you may be required to provide:

Your order number;
Photographs or videos clearly showing the product and the issue reported;
Photographs of the outer shipping package, where applicable.

Diara reserves the right to assess the claim before approving a replacement or refund request.

5. Return Process

To initiate a return request, please contact our customer support team at support@diara.care within 72 hours of delivery and provide your order number along with photographs, videos or any other supporting evidence requested by Diara, including an uninterrupted unboxing video where applicable.

Upon reviewing the information provided, Diara will assess the claim and determine whether it is eligible under this Policy. Approval of a return request does not automatically entitle the customer to a refund. Eligible claims will ordinarily be resolved through a replacement of the product, subject to inspection and availability.

Where reverse pickup service is available, Diara will arrange for the product to be collected from the delivery address. In locations where reverse pickup is not serviceable, customers may be requested to self-ship the product to the address communicated by our customer support team.

Products should be securely packed to prevent any damage during return transit.

6. Inspection and Approval

All returned products are subject to inspection upon receipt at our facility.

Diara reserves the right to reject any return request if:

the product does not satisfy the eligibility conditions under this Policy;
the reported issue cannot be verified upon inspection; or
the product has been used, altered or damaged after delivery for reasons unrelated to transit or manufacturing defects.

The outcome of the inspection shall be communicated to the customer after verification.

7. Replacements

Approved claims for damaged, defective or incorrectly delivered products will ordinarily be resolved through a replacement of the same product.

Replacement orders shall be subject to product availability.

If the same product is unavailable, discontinued or cannot reasonably be replaced, Diara may, at its sole discretion, offer an appropriate alternative or process a refund.

8. Refunds

Refunds shall be processed only where applicable under this Policy.

Approved refunds will be initiated within 3–5 business days after the return has been inspected and approved.

For prepaid orders, refunds will be credited to the original payment method used at the time of purchase.
For Cash on Delivery (COD) orders, refunds will be processed via bank transfer or any other method communicated by Diara after obtaining the necessary payment details from the customer.

The time taken for the refunded amount to reflect in your account may vary depending on your bank, payment provider or financial institution.