Refund policy

Returns & Refunds Policy

Diya Designer Lounge
Effective date: December 9, 2025
Contact: support@designerlounge.ca
Address: 218 – 14968 101A Ave, Surrey, BC, V3R0E8

Returns at a Glance

  • Refunds: Within 14 days of delivery to the original payment method

  • Exchanges / Store Credit: Up to 21 days, subject to availability

  • Condition: Unworn, unwashed, unaltered, with tags and original packaging

  • Return Shipping:

    • Change-of-mind returns: customer pays

    • Faulty or incorrect items: we cover return postage

  • Local Returns: Free drop-off by appointment in Surrey

  • Final Sale Items: Not eligible for return or exchange

Your statutory rights under Canadian law are not affected.

Eligibility

Items must be returned in original condition, free from wear, scent, makeup, deodorant marks, or alterations.
Please include all original packaging and any spare embellishments.

Because many of our pieces feature hand embroidery and artisanal techniques, minor variations in colour or pattern are natural and not considered defects.

How to Start a Return

  1. Email support@designerlounge.ca within the return window with:

    • Order number

    • Item(s) to return

    • Preferred resolution (refund, exchange, or store credit)

  2. We’ll respond within 2 business days with return instructions and an RMA number

  3. Ship the parcel within 7 days of approval and share tracking details

    • Returns without an RMA may be refused

  4. Surrey customers may book a free in-person drop-off

Refunds

  • Refunds are issued after inspection and approval

  • Allow 5–10 business days for your bank or card issuer to process the credit

  • Original shipping fees are non-refundable unless the item is faulty or incorrect

  • Refunds reflect any discounted price paid

  • We do not offer price adjustments

Exchanges & Store Credit

  • Exchanges are reserved for 7 days after approval

  • If the exchange item is unavailable, a store credit gift card is issued

Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, contact us within 7 days of delivery with photos and your order number.
We will repair, replace, or refund the item and cover all return shipping costs.

Non-Returnable Items

  • Made-to-order, made-to-measure, or customised pieces

  • Altered garments

  • Earrings and intimate garments

  • Gift cards

  • Items marked Final Sale

Gifts

Gift returns are eligible for store credit or exchange only. Refunds go to the original purchaser.

Local Collection Orders

  • Bring valid photo ID and your order number

  • Orders are held for 10 days after collection notice (extensions available on request)

International Orders

We currently ship within Canada only. If international shipping opens, return shipping, duties, and taxes will be the customer’s responsibility.

Proof of Posting

Please use tracked shipping and retain your receipt. Returned items remain your responsibility until received by us.