Frequently Asked Questions
How do I place an order?
Select your preferred product(s) from the website/app, then:
- Add them to your cart.
- Enter your delivery address.
- Apply coupons or rewards (if available).
- Choose your payment method.
- Complete the payment to place your order.
How can I apply for a coupon?
- Go to the Cart page.
- Navigate to the Offers & Rewards section.
- Select and apply your preferred available coupon before payment.
How do I redeem reward points?
- Go to the Cart page.
- Visit the Offers & Rewards section in the cart.
- If reward points are available, select the option to redeem them before checkout.
How can I use a gift card?
- In the Offers & Rewards section, enter your gift card details.
- Apply it before proceeding to payment.
What payment methods are available?
You can choose from:
- Cash on Delivery (COD)
- Net Banking, Credit Card, Debit Card
- Wallet
- UPI
How does my order progress?
Once confirmed, your order moves through three stages:
Confirmation → Dispatch → Delivery
Dispatch timelines
- Demi-fine Pieces: 2–3 working days
- Made-To-Order Pieces: 15 working days
Delivery
3–5 business days after dispatch.
Note: Tracking details are shared as soon as your piece leaves us.
Can I change my payment method?
If you wish to move from Cash on Delivery to Prepaid, the existing order must be cancelled. You may then place a new order using your preferred payment method.
What if my order is delayed?
Should there be any delay beyond the promised timeline, our team will personally review and expedite the matter. You will receive an update within 24–48 working hours.
My order shows delivered, but I haven’t received it.
Please contact us within 3 working days.
- We’ll conduct a detailed review with our logistics partner (5–7 working days).
- If non-delivery is confirmed, the amount will be refunded to your original payment method.
Can I cancel my order?
Cancellations are dependent on order status:
- If your tracking number has not been generated, cancellation may be requested within 24–48 working hours.
- If the order has been dispatched, we request that you kindly decline delivery at the doorstep.
When will I receive my refund?
For prepaid orders, refunds are processed within 48 working hours and reflected to the original payment method within 5–7 business days, subject to banking timelines.
Can Made-To-Order pieces be cancelled?
Made-To-Order creations may be cancelled within 24 working hours of placement. Beyond this window, production is initiated and cancellation may not be possible.
I received a damaged or incorrect piece.
We sincerely regret the inconvenience. Please raise the return request within 2 days of delivery using the return link and attach:
- Clear images showing the product issue
- A video taken in natural light highlighting the issue
Our team will review your request and guide you through the next step within 24 working hours.
The piece doesn’t meet my expectations or has a size concern.
Please raise the return request within 2 days of delivery using the return link.
If a promotional offer was applied:
- Full order return → Refund to original payment method
- Partial return → Refund to Palmonas Wallet
Our team will assist you with the return process within 24 working hours once you raise the return request.
How long does return pickup take?
Once return is approved, pickup is arranged within 3–5 working days.
Refunds are initiated after the piece is received and successfully passes quality inspection.
What if pickup is unavailable in my location?
You may self-ship the piece to our Head Office:
501–505(A), 5th Floor
Verdant 84, Plot 1, Lane Z
Koregaon Park Annexe, Mundhwa
Pune, Maharashtra – 411036
Shipping reimbursement of up to ₹150 will be provided upon verification.
How can I check my wallet balance?
On the App
- Go to Account → Rewards.
- You’ll see Wallet Balance (current available balance), Earned Rewards (total rewards accumulated), and Spent Rewards (rewards already redeemed).
On the Website
- Visit the Palmonas homepage and click the Account icon (next to the search bar).
- Select Order History to open your account window.
- On the left, you’ll find Store Credit and Loyalty Points.
Your balance is always up to date for a seamless shopping experience. Refunds are valid for 180 days.
Why was my refund credited to the Palmonas Wallet?
In certain instances, refunds are issued as a wallet credit in line with our policy. This may occur when:
- A promotional offer, coupon, or discount was applied and only part of the order was returned (for example, 1 item returned from 2 items).
- A return is processed under a warranty claim.
In such cases, the eligible refund amount is credited to your Palmonas Wallet for future purchases.
What does the Demi-Fine Warranty cover?
Our Demi-Fine Warranty protects against tarnishing or plating discoloration.
Coverage includes:
- 0–6 months → Replacement (subject to product availability) or 100% wallet credit (if unavailable)
- 6–9 months → 50% wallet credit
- 9–12 months → 25% wallet credit
- Beyond 12 months → 15% wallet credit
Exclusions include:
- Normal wear and tear
- Accidental damage or breakage
- Stone or crystal loss
- Third-party alterations
- Custom creations
What is the Made-To-Order Buyback Policy?
Eligible MTO pieces qualify for:
- Gold → 100% buyback on gold value (as per prevailing rate on claim date)
- Diamonds → 80% buyback on diamond value
Making charges are non-refundable. All requests are subject to quality verification.
Is warranty applicable to third-party purchases?
Yes. Warranty coverage remains valid for purchases made through authorized third-party platforms, subject to verification.
To initiate a request, please raise a support ticket and share:
- A copy of the original invoice
- Clear images highlighting the concern
- A video captured in natural light clearly showing the issue
Once submitted, your request will be reviewed within 24–48 working hours, and the appropriate resolution will be shared accordingly.
Our Policies
Return & Refund Policy
Return window
- Request within 2 days of delivery
- Initiate here: https://returns.palmonas.com/login
Eligibility
- Unused items with original packaging & tags
- Discounted items (without coupon) are returnable
- BOGO/offer items → refund in wallet credit
- Gold returns must include all freebies
- Unboxing video required for missing item claims
Non-returnable
- Customized/personalized jewellery
- Clearance/Goodbye sale items
How to request return
- Login with Order ID (#PM…) & phone number
- Select items
- Add reason + upload 2 images
- Enter pickup details & refund method
- Confirm request
Refunds
- Processed in 7–10 working days after pickup
- Prepaid: original payment method
- COD: UPI/bank transfer
LGD (Lab-Grown Diamond) policy
- Only exchangeable for LGD items
- Exchange to Demifine allowed if equal/higher value
- Lower value → remaining as store credit
Exchanges (within 10 days)
- Damaged/Wrong item → same item
- Size issue → same design (different size)
- If unavailable → alternative or refund
How to exchange
- Follow the same steps as return
- Choose exchange option + preferred variant
Shipping Policy
Dispatch timelines
- Demifine: 1–2 working days
- Gold & LGD: 15–20 working days
Delivery timelines
- Shown at product page & checkout
- Depends on pincode and product type
Shipping charges
- Prepaid orders: Free shipping across India
- COD: ₹75 extra (not available for Gold & LGD)
International shipping
- Selected products only
- Delivery: 18–20 working days (may vary due to customs)
- Charges calculated at checkout
Order tracking
- Tracking link sent via SMS, WhatsApp & email after dispatch
- Support: https://support.palmonas.com/
Delays & exceptions
- Delays may occur due to weather, courier, or restrictions
- If address is unserviceable, refund or alternative will be provided
Privacy Policy
Information we collect
We collect two types of data:
1) Device information (automatically collected)
- IP address, browser type, time zone
- Cookies, log files, web beacons/pixels
- Pages viewed, search terms, and site activity
2) Order information (when you purchase)
- Name, email, phone number
- Billing & shipping address
- Payment details (not stored by us)
How we use your information
- Process and deliver orders
- Communicate with you
- Prevent fraud and improve security
- Improve website performance and analytics
- Send marketing or promotional content (if allowed)
Sharing of information
We may share data with trusted third parties such as:
- Shopify (store platform)
- Google Analytics (site analytics)
- Legal authorities when required by law
Marketing & advertising
We may show personalized ads based on your activity. You can opt out via:
- Facebook Ads settings
- Google Ads settings
- Bing Ads settings
- Digital Advertising Alliance opt-out tool
Your rights
- You may refuse to provide personal data, but services may be restricted
- You can request access, correction, or deletion of your data
- You can withdraw consent anytime by emailing legal@palmonas.com
- Requests are processed within 60 days
Data retention
We keep order data unless you request deletion.
Communications consent
By using our services, you agree to receive:
- Emails, SMS, RCS messages
- Transactional and promotional updates
- Marketing calls and newsletters
Updates
This policy may be updated from time to time.
Terms & Conditions
Overview
This website is operated by DEMIFINE FASHION PVT LTD under the brand PALMONAS Jewellery. By using the site or placing an order, you agree to these Terms of Service.
Use of website
- You must be of legal age or have parental consent
- Do not use the site for illegal or unauthorized purposes
- No viruses, harmful code, or misuse allowed
- We may suspend or terminate access for violations
General conditions
- We may refuse service to anyone at any time
- Prices, products, and availability may change without notice
- You may not copy, resell, or exploit our services without permission
- Website content is for general information only
Orders & account
- We may cancel or limit orders at our discretion
- You must provide accurate billing and account details
- We are not responsible for errors in information or pricing
Products & services
- Product availability may be limited
- Colors may vary due to screen differences
- We may change or discontinue products anytime
- Products are subject to our Return Policy
Third-party services
- We may use third-party tools (e.g., Shopify, Google Analytics)
- We are not responsible for third-party websites or services
User content
- Any feedback or submissions may be used by us freely
- You are responsible for ensuring your content is legal and safe
Liability
- Services are provided “as is” without guarantees
- We are not liable for indirect, incidental, or consequential damages
- Use of the website is at your own risk
Privacy
Your personal data is handled as per our Privacy Policy.
Termination
- We may suspend or terminate accounts for violations
- You may stop using the service at any time
Updates to terms
- Terms may be updated anytime
- Continued use means acceptance of changes
Governing law
These Terms are governed by the laws of India.
Contact
Communication consent
By using the site, you agree to receive:
- Emails, SMS, RCS messages
- Promotional and transactional updates
- Marketing calls and newsletters
Warranty Policy
Demi-Fine Jewellery Warranty
Coverage
Tarnishing or plating discoloration only
Resolution (from delivery)
- 0–6 months: Replacement
- 6–9 months: 50% value in Palmonas Wallet (valid 6 months)
- 9–12 months: 25% value in Palmonas Wallet (valid 6 months)
- 12+ months: 15% value in Palmonas Wallet (valid 6 months)
Wallet is non-refundable & non-transferable.
Exclusions
Warranty does not cover:
- Wear & tear or mishandling
- Stone/crystal loss
- Third-party alterations or resizing
- Custom-made jewellery
Gold & LGD Warranty
Lifetime warranty includes repolishing services only.
How to raise a claim
Option 1: In-store
Visit any Palmonas store with product + invoice
Option 2: Online (if store unavailable)
- Email support with: Order number (Subject: Warranty Request – Order ID)
- Issue description + photos
- Courier product after approval to Palmonas Warranty Desk, Pune
- Share tracking (AWB) in email
Important notes
- All claims are subject to inspection
- Warranty can be denied if issue is outside coverage
Cancellation Policy
Please refer to the “Cancellations” section under Frequently Asked Questions for detailed timelines and eligibility.