Refund, Exchange & Upgrade Policy
At Heiress Diamonds we offer one time exchange on their purchased diamond or store credit (with a validity of one year ) based on customers preference, within 14 days after the shipping. In order to exchange your purchase, Please contact xxxx-xxxx or Email firstname.lastname@example.org (Terms and Conditions applied)
You will receive a return authorisation code, and detailed instructions for exchanging your order.
We take great pride in the quality and workmanship of our merchandise and we work together with only the most famous certificates of the diamond business worldwide, which are the GIA, HRD & IGI . Our customer’s satisfaction is Our ultimate mission and we want you to be completely satisfied with your purchase , however, for any reason you wish to Exchange your purchase, we will gladly replace any unworn item(s) within 7 days of delivery date. We highly suggest that you carefully select your diamonds so that the need of return/exchange does not arise and therefor our Diamond consultants are more than happy to provide you with prior to sales consultation and supervision. No cancellation and refund is allowed Once the payment or partial payment is being processed.
Every single diamond is being checked prior to shipment to assure the purchase loose diamond matches the certificate and therefor we will send you a digital video or picture of the certificate number inscribed on the girdle of the diamond before we send the goods.
While we do offer all clients free shipping when delivering your Purchased order, we deduct a shipping charge for returns. This charge is the exact amount the courier company charges for the shipment.
What is the Return Procedure?
Upon receiving your returned item in its original condition with all accompanying documents and materials. The diamond will be weighed and checked against its corresponding grading certificate and our quality assurance graduate gemologist will sign it off. Your refund will then be processed in the next 4-5 days; however it may take as long as 3 weeks, depending on your location and/or payment method.
Return everything in the original packaging. You can be responsible for the replacement cost of the packaging materials and of the guarantee. For example, the diamond certificate is unique and carries a price of USD 250 replacement fee.
Returned merchandise must be undamaged and in "new and unused condition." Items showing obvious signs of wear or alteration by a jeweller other than Heiress Diamonds will not be accepted.
Loose diamonds must be accompanied by the original laboratory grading report or a USD 250 charge will be assessed to replace the certificate.
Special orders cannot be returned or exchanged. A ring plus centre diamond that we mount together - such as the Design your Own rings - is not considered a special order.
Send your package. You will receive the address of a special destination for the returns to be exchanged. . For safety reasons, do not write Heiress Diamonds everywhere outside the box and send the package via the approved carriers services.
Call before you return items. Unauthorised packages, improperly packaged or non-guaranteed packages will be returned to the sender. The items that have been damaged can not be accepted for return.
Once we received your returned item and once this one accepted, your new item will be processed within few days. Upon receipt of your return, the issue will be reviewed by our Quality Service department. Please note that items showing signs of wear, alter or damage in any way, can not be accepted for exchange. Returns without the Heiress Diamonds code and packages that are improperly packaged or non-guaranteed will be refused.
Heiress Diamonds does not accept responsibility for any loss or damage to returned shipments but we will help you through every step of the process.
RESHIPPING OF THE PURCHASED PRODUCT
The product, waived object, must be forwarded to the headquarters of the Heiress Diamonds at: ADDRESS
Under any circumstances, Heiress Diamonds will not be responsible for (the available) return, or will interfere in the arrangement of the insurance fees for return.
The costs and the insurance of the reshipment and the costs resulting from the incorrect application of the customs procedures for the reimport (non-EU) of the bought diamond will always be at the customer’s charge. Heiress Diamonds will never be liable for any damage, lost and stolen included of the reshipped package.
CONTROL OF THE RESHIPPED PRODUCTS
Once the waiver object is received in the offices of Heiress Diamonds, it will be subjected to a quality control by one of the inspectors in order to check whether the condition of the returned product and packaging meets the requirements to be subject the right to cancel or exchange.
When reshipped, it will be notified to the customer of the receipt of the returned item by e-mail or fax.
The returned item shall be replaces by the Heiress Diamonds within Fifteen days (15) working days after checking the control quality of the reshipped parcel.
The refund will be processed by wire transfer to the bank account mentioned by the client for this purpose or refunded to the credit card used for the purchase.
When the returned product / return and the packaging does not meet the waiver requirements, no refund will be processed. In this case, the returned products will stay the property of the customer and the customer will be obliged to collect the product within two weeks after the day Heiress Diamonds notifies its refusal to agree to take the product back or to exchange it. At his request, the product can be returned back to the customer after the payment of all fees and expenses of the return (if any including- costs resulting from the incorrect application of customs procedures for the reimport).
Do you have an upgrade policy?
Yes. Any diamond can be exchanged for 100% credit towards a new purchase valued at least 1.5x the original amount. The diamond being upgraded must be in original condition and accompanied by original laboratory grading document. We can also remodel most rings to accommodate the new diamond for a minimal charge.