RETURN POLICY:

 

At Diamond Exchange USA we want all of our customers to be happy and completely satisfied with their purchase. Below is our return policy for our loose sapphires, finished jewelry, and custom orders:

 

For Loose Sapphire and Finished Jewelry Orders:

 

We offer a 5 day inspection period for you to review your sapphire or finished jewelry item. The 5 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it within the 5 day inspection period for a full refund. Returns after the 5 day inspection period can be returned for store credit or an exchange towards other items, as long as the item you are returning is not damaged or used in any way. While you have possession of any item you are fully responsible for its value and care.

 

If you need an extended inspection period, we are happy to accommodate your needs. Special circumstances and arrangements can be made; however, they must be done so prior to the shipment of your item. Please contact us at (603) 351-9116 to make special arrangements for an extended inspection period.

 

Please note: Loose sapphires will not be accepted for a refund if they have been set, scratched, polished, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone until you fully intend to purchase it.

 

For Custom Orders and “Create Your Own Jewelry” Orders:

 

Custom orders and “Create Your Own Jewelry” orders have a different return and refund policy.

 

Because these items are created when you select one of our gemstone and we manufacture a custom setting for that stone, payment in full is required before production begins.

We reserve the right to refuse a return on custom orders and “Create Your Own Jewelry” orders. Any special circumstances regarding the creation (and possible return) of a custom order or “Create Your Own Jewelry” order must be discussed at the time of sale, before production. Credit and/or refund for the loose sapphire value can be arranged, but in most cases the cost of the custom order setting is not refund able.

 

We strongly encourage our clients to preview the loose sapphire they are interested in before creating a custom order jewelry setting for that stone. To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images and one 3D wax model of the setting. Additional conceptual images and/or wax models are subject to a fee. Please contact us to inquire about these services. We’re happy to help!

 

If you have any specific questions regarding returns, please call us at (603) 351-9116 or email us at sales@diamondexusa.com

 

Items must be returned in the same condition as they were sent. If the item is damaged in any way it will not be accepted for a refund. While you have possession of any item you are fully responsible for its value and care.

 

How to Return an Item:

 

If you have purchased an item that you would like to return, you must contact us to request an RMA number (Return Merchandise Authorization). Do not send in a return unless you have an RMA number. All shipments will be refused and returned to sender if an RMA has not been issued.

 

Depending on the value of the item you are returning, you will be given special instructions on how to send in a return.

Items returned MUST be in the same new condition as they were when they were delivered to you. We will NOT accept damaged items. Please review our return policies before calling in for an RMA number.

A refund will be issued after we receive your return. Shipping costs cannot be refunded. If you paid by credit card, the charge will be credited back to your card. If you paid by check or wire transfer, a company check will be issued to the name on the account from which the purchase was made from.

 

In order to deter potential theft, please do not write any words on the package shipping label that may allude to the contents of the package (such as gems, sapphires, jewelry, etc.). Do not declare the exact nature of the contents you are sending. If required by customs or the shipping company, specify the item is an "Antique Sample" or "Rock Crystal Samples."

 

Send returns to:

Diamond Exchange USA,  RMA # (You must have an RMA Number)

203 Stratford Square Mall. Blooming dale, IL

 

Please Note: NO insurance coverage OR value is to be declared on returned items. Our insurance company will issue insurance coverage on the return shipment once your RMA Number has been generated.