terms-of-use
1. About These Terms
These Website Terms & Conditions (“Terms”) govern your access to and use of the ZEN Diamond India website (“Website”) and your purchase of products or use of online services made available through it. By using the Website, placing an order or proceeding with a transaction, you acknowledge and agree to these Terms. If you do not agree, please do not use the Website.
“ZEN DIAMOND”, “ZEN Diamond”, “we”, “us” and “our” refer to the ZEN Diamond business operating in India. These Terms apply to the Website, its content, online ordering functionality, customer interactions and related digital services.
Product-specific, promotional, delivery, return, exchange, buyback, voucher, Gift Card, scheme or programme terms may apply to a particular transaction. Where specific terms conflict with these Terms, the specific transaction terms shall govern that transaction to the extent permitted by applicable law.
2. Eligibility and Acceptable Use
You must be legally capable of entering into a binding transaction and must provide accurate, current and complete information.
You must not impersonate another person or provide false, misleading or incomplete information.
You must not interfere with Website security, introduce malicious code, scrape or copy Website content without permission, manipulate pricing or promotions, or use the Website for unlawful, fraudulent or abusive purposes.
ZEN Diamond may restrict or suspend access where it reasonably believes the Website is being misused, subject to applicable law.
3. Products and Product Information
ZEN Diamond endeavours to present product descriptions, images, specifications, metal details, diamond or gemstone information and pricing accurately. Jewellery is handcrafted and appearance may vary slightly due to photography, lighting, screen settings, natural stones and manufacturing characteristics.
Availability may change without notice. Made-to-order, customized, engraved, resized or modified products may be subject to additional conditions, including different cancellation, return or exchange conditions.
Certificates, assurance documents and other product documentation, where applicable, form part of the transaction record and should be retained by the customer.
4. Prices, Taxes and ZDIVS Valuation
Jewellery prices may change due to gold and other metal prices, diamond or gemstone values, currency movements, taxes, duties, manufacturing inputs and other commercial factors.
The applicable transaction value shall be determined by the Website, order confirmation and final invoice. Where the final price depends on final weight, production specifications or other final parameters, the final invoice may differ from an estimate.
GST and other applicable taxes, duties or statutory charges shall be applied as required by law.
Where ZEN Diamond’s Intelligent Valuation System (“ZDIVS”) applies, valuation shall be determined using the applicable ZDIVS methodology, including relevant market values, net metal weight, diamond/gemstone characteristics and product condition.
5. Promotional Offers, Discounts and Vouchers
Promotional offers, discounts, vouchers, promotional credits and other benefits may apply only to specified products, designs, customers, channels, locations or promotional periods and may carry additional conditions.
Unless expressly stated otherwise, promotions cannot be combined with other offers, discounts, vouchers or benefits. ZEN Diamond may correct inadvertent errors and may modify, suspend or withdraw future offers, subject to applicable law and rights already accrued under confirmed transactions.
Promotional benefits may be adjusted where the applicable transaction terms provide for such adjustment in the event of cancellation, return, exchange, refund, upgradation or buyback.
6. Orders and Order Acceptance
Submitting an order is a request to purchase and does not by itself constitute acceptance by ZEN Diamond. Orders may be subject to availability, payment verification, product verification and customer information checks.
ZEN Diamond may decline, cancel or hold an order where a product is unavailable, a material pricing or inventory error occurs, information is incomplete, payment cannot be verified, or fraud or misuse is reasonably suspected, subject to applicable law.
High-value, customized or special transactions may require additional confirmation or verification.
7. Advance Payments and Payment Verification
For made-to-order, customized or specified transactions, ZEN Diamond may require advance payment of the estimated transaction value before production or confirmation. The final invoice shall reflect the applicable final transaction value.
Where payment is made by cheque, demand draft or any other instrument requiring realization, delivery may occur only after successful realization. Additional payment, identity, tax or fraud-prevention verification may be required.
8. Cancellation
Cancellation rights depend on the product, processing stage and whether the product has been customized, engraved, resized, manufactured or specifically prepared.
Customized or specially manufactured products may not be cancellable after production begins, except where required by law or expressly permitted by ZEN Diamond.
Approved refunds shall be processed under the applicable ZEN Diamond return/refund policy and through the permitted payment method.
9. Returns and Refunds
Eligible ZEN Diamond purchases may generally be returned within 7 days from delivery, subject to the applicable ZEN Diamond Returns Policy.
The product must be unused, non-customized, in the condition in which it was supplied and accompanied by the original invoice/receipt, certificate, assurance documentation and relevant materials. Altered, tampered or damaged products may be excluded, subject to applicable law.
After receipt and quality verification, an approved refund will normally be processed by bank transfer within 10 working days. Applicable taxes and promotional adjustments may be reflected where lawful.
If an eligible exchange is made for a lower-value product of the same category, no cash refund of the difference shall be made unless required by law. A higher-value replacement requires payment of the difference.
The detailed eligibility conditions, exclusions and procedures are governed by the ZEN Diamond Returns, Refund and Exchange Policy applicable to the transaction.
10. Exchange, Upgradation and Buyback
Eligible ZEN Diamond products may be accepted for exchange, upgrade or buyback under the policy prevailing on the transaction date, subject to physical inspection, authenticity and quality assessment by ZEN Diamond and/or an authorized third party.
Diamond and gemstone studded jewellery exchange is at 100% of ZDIVS where the new diamond-studded jewellery purchase is at least 50% higher than the exchange value. Diamond and gemstone studded jewellery buyback is at 75% of ZDIVS.
Eligible ZEN Diamond 24kt gold coins/bars shall be eligible for exchange, as valued on the date of the exchange transaction, at the applicable ZDIVS value, only against the purchase of eligible ZEN Diamond studded jewellery priced at the prevailing ZDIVS value.
Normal wear and tear may be accepted, but deductions may apply for excessive wear, damage, stone defects, cracks, replacement, alteration, missing documents or other issues and may substantially reduce the ZDIVS value where applicable.
Net metal weight excludes pearls, stones, lac, dust, dirt and other extraneous material. Free gifts, discounts and promotional benefits may be adjusted at exchange, upgrade or buyback.
Buyback valuations are exclusive of GST and other applicable taxes. Approved payments shall be made by bank transfer within the applicable processing period.
Solitaire jewellery with an invoice value of ₹10,00,000 or more may be subject to separate approval and transaction-specific terms. Exchange, return, refund or upgrade policy does not apply to accessories except where expressly stated.
Original invoice/receipt, certificate and ZEN Diamond Assurance Card, where issued, should be retained for exchange, buyback, upgrade and related services.
11. Delivery and Shipping
ZEN Diamond provides insured delivery for eligible orders in India. Delivery timelines are indicative unless a specific written commitment is provided. Manufacturing, customization, payment verification, logistics, weather and regulatory requirements may affect delivery.
Customers should inspect packages for visible damage or tampering before acceptance and promptly notify ZEN Diamond of any issue.
Tracking information, where available, may be accessed through the Website or customer support.
12. High-Value Jewellery, KYC and Regulatory Verification
For high-value purchases, ZEN Diamond may reasonably request identity, address, tax, payment, delivery or other information for processing, fraud prevention, regulatory compliance or secure delivery.
Where applicable law requires PAN, Aadhaar or any other prescribed information or documentation, the customer must provide it before completion of the transaction.
ZEN Diamond may delay, decline or hold a transaction where legally required information is not provided or where there is a reasonable concern regarding fraud, misrepresentation, ownership, authenticity, document irregularity, tampering or violation of applicable law or ZEN Diamond policy, subject to applicable law.
13. Gift Cards, Vouchers and Promotional Credits
Gift cards, vouchers and promotional credits are governed by their stated validity, eligible products, redemption method and other communicated conditions.
Unless expressly permitted, they are not redeemable for cash, transferable for consideration or intended for resale. ZEN Diamond may decline altered, duplicated, fraudulently obtained or misused instruments, subject to applicable law.
14. Contests, Campaigns and Customer Promotions
Contests and campaigns may have separate eligibility, entry, selection, verification, prize and participation conditions which form part of the relevant campaign terms.
ZEN Diamond may disqualify fraudulent, manipulated, automated or rule-breaking entries, subject to applicable law.
ZEN Diamond may modify, suspend, withdraw or cancel a contest, campaign or promotional activity, or amend its terms, where permitted by applicable law.
Prizes, gifts or benefits shall be subject to the specific terms communicated for the relevant contest or campaign and, unless expressly stated otherwise, shall not be transferable or exchangeable for cash.
15. Fair Use, Fraud Prevention and Misuse
ZEN Diamond may review excessive cancellations, repeated returns, promotion abuse, fraudulent payment activity, account manipulation, unauthorized resale or other conduct creating unreasonable risk.
Where permitted by law, ZEN Diamond may cancel affected transactions, restrict promotions or require additional verification. These measures do not remove statutory consumer rights.
Customers should be cautious of persons falsely representing themselves as ZEN Diamond employees, affiliates, agents or representatives and requesting money, valuables, personal information, OTPs, passwords or payments in exchange for gifts, offers, employment, dealership, franchise or other opportunities. ZEN Diamond shall not be responsible for losses arising from payments or disclosures made to unauthorized persons, subject to applicable law.
16. Intellectual Property and Trademarks
The ZEN Diamond name, logos, trademarks, product images, designs, written content, graphics, videos, layouts and other Website materials are owned by or licensed to ZEN Diamond and protected by applicable law.
Website materials may be accessed for personal and lawful use. Reproduction, republication, modification, distribution, commercial exploitation or misleading association requires prior written permission, except as permitted by law.
No licence or right to use any ZEN Diamond trademark, trade name, logo, design or other intellectual property is granted merely by accessing or using the Website.
17. External Websites and Third-Party Services
The Website may contain links to third-party websites, payment services, logistics providers or external services. Their availability and practices are controlled by the relevant third party and may be governed by separate terms.
ZEN Diamond is not responsible for third-party content or services except to the extent responsibility cannot lawfully be excluded.
18. Website Availability, Technical Issues and Errors
ZEN Diamond seeks to maintain a reliable Website but does not guarantee uninterrupted, error-free or continuous availability.
ZEN Diamond may correct typographical, technical, inventory, product or pricing errors and may amend or cancel an affected transaction where legally permissible, with appropriate communication.
Temporary unavailability may result from maintenance, network failures, payment outages, cybersecurity events or circumstances beyond reasonable control.
19. Disclaimer and Limitation of Liability
To the maximum extent permitted by law, ZEN Diamond shall not be liable for indirect, incidental, special or consequential losses arising from Website use or a transaction.
ZEN Diamond shall not be responsible for losses resulting from unauthorized access, misuse of customer credentials, fraudulent communications by third parties or customer reliance on information obtained from unauthorized sources, except to the extent liability cannot lawfully be excluded.
20. Events Beyond Reasonable Control
ZEN Diamond shall not be responsible for delay or failure caused by circumstances beyond reasonable control, including natural disasters, fire, epidemic or pandemic restrictions, war, civil disturbance, government action, regulatory restrictions, infrastructure failure, transport disruption, payment-network outage or significant cybersecurity incidents.
ZEN Diamond shall use reasonable efforts to restore services or provide alternatives where practicable.
21. Privacy and Customer Information
Personal information collected through the Website is handled under the ZEN Diamond Privacy Policy and applicable data-protection laws. Customers should review the Privacy Policy before submitting personal information.
ZEN Diamond may process customer information for order fulfilment, payment, delivery, customer support, fraud prevention, regulatory compliance and other lawful business purposes as described in the Privacy Policy.
22. Cookies and Website Technologies
The Website may use cookies and similar technologies for functionality, security, analytics, preferences and other lawful purposes. The use of such technologies is subject to the ZEN Diamond Cookie Policy and applicable law.
23. Changes to These Terms and Policies
ZEN Diamond reserves the right, at its sole discretion, to modify, amend, revise, suspend, withdraw or replace these Terms and its return, refund, exchange, upgradation and buyback policies from time to time.
ZEN Diamond may introduce, modify or withdraw promotional offers, schemes, benefits, eligibility criteria, valuation methodologies or other commercial benefits prospectively, subject to applicable law and the terms applicable to confirmed transactions. The applicable valuation/rates and transaction procedure shall be those prevailing on the date of the relevant return, exchange, upgrade or buyback transaction, unless otherwise expressly stated.
24. Conflict of Terms
If there is any inconsistency between these Website Terms and a specific product, promotion, scheme, delivery, return, exchange, buyback, voucher or transaction-specific term, the specific term shall prevail only in relation to the relevant product, promotion, scheme or transaction, to the extent permitted by applicable law.
Mandatory requirements of applicable law shall prevail over any conflicting contractual or policy provision to the extent of the conflict.
25. Severability and Waiver
If any provision is held invalid or unenforceable in any jurisdiction, the remaining provisions shall continue in force to the extent permitted by law, and the invalid or unenforceable provision shall be limited or treated as ineffective only to the extent required.
Failure by ZEN Diamond to enforce a provision on any occasion shall not constitute a permanent waiver of that provision.
26. Applicable Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of India.
Disputes shall be subject to the jurisdiction of competent courts, consumer commissions and other authorities having jurisdiction under applicable law. Nothing in these Terms prevents a customer from exercising any mandatory consumer or statutory remedy before a legally available forum or authority.
27. Grievance Redressal and Customer Support
ZEN Diamond maintains a customer support and grievance redressal mechanism for customer complaints relating to the Website, products and online services.
Customer Support: customercare.india@zendiamond.com | +91 9134333000
Website: https://india.zendiamond.com
Complaints should include sufficient details, including order number, invoice details and supporting documents where relevant, to enable ZEN Diamond to investigate and respond.
The name, designation and contact details of the designated Grievance Officer and the applicable grievance mechanism should be displayed prominently on the Website in accordance with applicable law.
28. Corporate Office
ZEN Diamond India – Corporate Office: Unit No. 6, Upper Ground Floor, 36 turner Road, Bandra West, Mumbai – 400050.
29. Important Notice
These Terms should be read together with the ZEN Diamond Privacy Policy, Cookie Policy, Delivery & Returns Policy, Exchange/Upgradation/Buyback Policy and any product, promotion, voucher, scheme or transaction-specific terms.
In case of conflict, mandatory applicable law prevails. A specific transaction policy governs its subject matter to the extent applicable and legally permissible.
