Hana Sutara – Exchange Policy

Effective Date: January 01, 2025

At Hana Sutara, we strive to ensure that you are completely delighted with your lab-grown diamond purchase. Our exchange policy is designed to be simple, transparent, and customer-friendly — allowing you to exchange eligible items within 7 days of delivery.

Eligibility for Exchanges

  • Exchange Window:
    You may exchange eligible items within 7 days of the delivery date.

  • Eligible Items:

    • Loose lab-grown diamonds, certified jewelry, and accessories purchased directly from www.hanasutara.com.

    • Items must be in original, unused condition with no signs of wear, damage, or alteration.

  • Ineligible Items:

    • Custom-designed or engraved pieces.

    • Loose stones that have been set or mounted.

Condition Requirements

To qualify for an exchange, please ensure:

  • Items are returned in original condition, including all packaging, IGI certificates, tags, and accessories.

  • The product must be shipped back in its original packaging to prevent damage during transit.

Exchange Process

  1. Initiate Your Exchange
    Contact our customer support team at support@hanasutara.com or through the Contact Form on our website within 7 days of delivery.
    Provide your order number, item details, and specify your preferred exchange item.

  2. Receive Authorization
    Once reviewed, our team will issue an Exchange Authorization Number (EAN) within 24–48 hours, along with instructions and available exchange options.

  3. Ship the Item
    Pack the item securely and ship it to the address provided in your EAN email using a trackable and insured courier service.

  4. Receive Your Exchange
    Once we receive and inspect the returned item (within 3–5 business days), we’ll:

    • Ship your replacement item, or

    • Adjust pricing as follows:

      • If the exchange item is of higher value, you’ll pay the price difference.

      • If it’s of lower value, we’ll refund the difference to your original payment method.

Additional Notes

  • Shipping Costs:
    Customers are responsible for return shipping fees unless the exchange is due to our error (e.g., defective or incorrect item). In such cases, Hana Sutara will provide a prepaid return label.

  • International Exchanges:
    For customers outside India, customs duties or import fees may apply. Please contact support@hanasutara.com for assistance.

  • Defective or Damaged Items:
    If your product arrives defective or damaged, contact us immediately. We’ll provide a free replacement or exchange — no time limit applies for verified defects.

  • Availability:
    All exchanges are subject to availability. If your preferred item is unavailable, we’ll offer an alternative item or a refund of the product value.

Need Assistance

For questions regarding exchanges or product assistance, reach out to our team:
📧 support@hanasutara.com
☎️ +91 7028204967