RETURNS & EXCHANGES POLICY
Please contact us before sending a product for a return or exchange. At this 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. Diamond Factory Dallas is not responsible for any items that are missing, damaged, or lost in transit due to negligent shipping from the client.
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 for a refund. Money Back Guarantee does not apply to tax-exempt and non-retail transactions. Returns may be subject to a restocking fee. A labor charge will be assessed for setting, sizing, and refurbishing the returned merchandise. 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 has not been worked on by an outside Jeweler, individual, or company other than Diamond Factory Dallas
Custom orders are final sale and are non-refundable and cannot be exchanged. Rolex Watches, Special Orders, merchandise purchased on layaway, and Lab Grown Diamonds and Lab Grown Diamond Jewelry are also final sale and are non-refundable. Estate items are sold as-is.
All refunds, less any applicable labor charges and fees, will be issued in the same form in which payment was originally made.
Orders can be exchanged within 30 days of receiving your item. 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.
Deposits taken to hold merchandise are refundable within ten (10) days. After the expiration of ten (10) days, deposits to hold merchandise are non-refundable.
If you are looking to upgrade your Natural (Earth-Mined) Diamond, you will receive 110% trade in value for the Natural (Earth-Mined) Diamond originally purchased from us towards a new Natural (Earth-Mined) Diamond purchased from us. Upgrades and trade-ins cannot be guaranteed at the time of purchase.