Refund policy
Please contact us before sending a product for a return or exchange. At that time we will provide you with instructions on how to ship the product back. Shipping costs associated with returns and exchanges will be the responsibility of the client. Returns and exchanges will only be able to be processed if they are communicated to us prior to sending the item back. The Diamond Factory is not responsible for any items that are missing, damaged, or lost in transit due to negligent shipping from the client.
Refunds
Your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, please return your item within 30 days of receiving it from the date of the receipt for a refund. Money Back Guarantee does not apply to tax-exempt and non-retail transactions. Returns may be subject to a restocking fee. To be eligible for a refund please make sure all of the following criteria is met:
Product has not been altered (resized, repaired, modified or changed in any way)
Refunds
Your satisfaction is our top priority. If for any reason you are not completely satisfied with your purchase, please return your item within 30 days of receiving it from the date of the receipt for a refund. Money Back Guarantee does not apply to tax-exempt and non-retail transactions. Returns may be subject to a restocking fee. To be eligible for a refund please make sure all of the following criteria is met:
Product has not been altered (resized, repaired, modified or changed in any way)
- All certificates and receipts are included
- Product has not been worn or damaged
- Product is sent back in original packaging
- Product have not been worked on by an outside Jeweler, individual, or company other than The Diamond Factory
- Received confirmation of return notification
Custom orders are final sale and are non-refundable and cannot be exchanged. Rolex Watches, Special Orders, merchandise purchased on layaway are also final sale and are non-refundable. Estate items are sold as-is.
All refunds, will be issued in the same form in which payment was originally made.
Exchange
Orders can be exchanged within 30 days from the date of the receipt. For an item to be exchanged it must meet the same criteria as a return. Store credit may only be used towards the purchase of in-stock merchandise.
Upgrade
If you are looking to upgrade your Natural (Earth-Mined) Diamond originally purchased from us, you will receive 110% trade in value towards a new Natural (Earth-Mined) Diamond purchased from us of equal or greater value.