Last Updated: December 2024
At MY DIAMOND 99, we are committed to your complete satisfaction. This Refund and Cancellation Policy outlines our procedures for returns, exchanges, cancellations, and refunds to ensure transparency and build trust with our valued customers.
1. General Return Policy
Return Window
Most items can be returned within 7 days of delivery, provided they meet our return conditions. Custom and personalized items have different return terms outlined below.
Condition Requirements
Items must be returned in their original condition:
- Unworn and undamaged
- With all original packaging, certificates, and documentation
- With original tags and protective materials intact
- Accompanied by proof of purchase
2. Product-Specific Return Policies
Ready-to-Ship Jewelry
- Return Period: 7 days from delivery
- Condition: Must be unworn and in original packaging
- Refund: Full purchase price minus shipping charges
Custom Jewelry & Bespoke Designs
- Cancellation: Can be cancelled before production begins
- During Production: 50% of advance payment may be retained
- After Completion: Returns only accepted for manufacturing defects
- Design Approval: No returns once customer approves final design
Loose Diamonds
- Return Period: 3 days from delivery
- Condition: Must be returned with original certification
- Inspection: Subject to verification of authenticity and condition
Engagement Rings
- Return Period: 7 days from delivery
- Resizing: One free resizing within 30 days
- Exchange: Can be exchanged for different style within return period
3. Items Not Eligible for Return
The following items cannot be returned due to hygiene, customization, or legal reasons:
- Engraved or personalized jewelry
- Custom-designed pieces made to customer specifications
- Earrings (for hygiene reasons)
- Items damaged by misuse or normal wear
- Jewelry without original certification or documentation
- Items purchased more than 30 days ago (except for warranty claims)
4. Return Process
Step 1: Contact Us
Contact our customer service team within the return period:
Step 2: Return Authorization
We will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.
Step 3: Package & Ship
Securely package the item with all original materials and ship using our recommended insured carrier.
Step 4: Inspection & Processing
Upon receiving your return, we will inspect the item and process your refund within 5-7 business days.
5. Cancellation Policy
Order Cancellation Before Shipment
- Ready-to-Ship Items: Can be cancelled free of charge before shipment
- Made-to-Order Items: Can be cancelled before production begins
- Bulk Orders: Cancellation terms subject to agreement
Custom Order Cancellation
- Design Phase: Full refund if cancelled before design approval
- Production Phase: 50% cancellation fee may apply
- Near Completion: Cancellation may not be possible
International Orders
Cancellation of international orders may be subject to additional terms due to export documentation and shipping arrangements.
6. Exchange Policy
Size Exchanges
- One free resizing within 30 days of purchase
- Additional resizing charges may apply for subsequent changes
- Some designs may not be suitable for resizing
Style Exchanges
- Exchange for different style within 7 days
- Price difference adjustments apply
- Subject to product availability
7. Refund Terms
Refund Methods
- Refunds will be processed to the original payment method
- Bank transfers may take 5-7 business days
- Credit card refunds may take 10-15 business days
- Digital payment refunds typically process within 2-3 business days
Refund Amounts
- Full Refund: Purchase price minus any shipping charges
- Partial Refund: May apply if item shows signs of wear
- Return Shipping: Customer responsible unless item is defective
Processing Time
Refunds are typically processed within 5-7 business days after we receive and inspect the returned item.
8. Warranty and Defects
Manufacturing Defects
- Full refund or replacement for items with manufacturing defects
- Defects must be reported within 7 days of delivery
- We cover all return shipping costs for defective items
Lifetime Services
- Free lifetime cleaning and inspection
- Complimentary tightening of loose stones
- Warranty coverage for workmanship issues
9. International Returns
Return Shipping
- International customers responsible for return shipping costs
- Must use insured, trackable shipping method
- Customs duties and taxes are customer's responsibility
Processing
- Additional processing time may be required for customs clearance
- Refunds processed in original currency when possible
- Exchange rate fluctuations may affect refund amounts
10. Special Circumstances
Damaged in Transit
- Report damage immediately upon delivery
- We will coordinate with shipping carrier for claims
- Replacement or full refund provided promptly
Wrong Item Received
- Contact us immediately if you receive wrong item
- We will arrange return pickup at no cost
- Correct item shipped priority at no additional charge
11. Customer Service & Support
Our customer service team is here to help with all return and exchange inquiries:
12. Policy Updates
We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Customers will be notified of significant changes via email.