Refunds and Returns Policy
We are confident that your diamond or jewellery purchase will meet your every expectation and more. We don’t just give you a superb quality item, rather a permanent reminder of love. This is why we offer 30 day money back guarantee for our items, because we know once you see it, you won’t want to return it (this however is subject to the points below).
Please note that any items received after the 30 day period will not be accepted for refund.
The above policy applies to all goods that have not been seen by you before making the purchase.
Unfortunately there are certain circumstances where our 30 day money back guarantee will not apply, these are as follows:
if you have seen the goods before making the purchase then you cannot return the good for credit or refund;
special orders and custom made jewellery as these are a personalised items;
diamonds that have had to be ordered from overseas that are not from one of our direct suppliers, we will inform you of this before making any order;
any product that has been engraved or modified; and
items received outside of our 30 day returns period.
Shipping costs such as insurance and engraving that are associated with the return or exchange of items are non refundable.
Please note that if you fail to return your diamond without the diamond grading certificate there will be a replacement fee of $250 (including GST).
When returning an item by post for a refund, exchange or re-sizing, please follow these simple instructions:
Call us by telephone on (02) 9283 1347 or email: firstname.lastname@example.org to obtain a Item Return Code.
Complete the form that you will receive with your purchase and clearly state the reason for return. If you have misplaced this don’t worry, we will send you another by email.
Fill out the return sticker, also included with your purchase, making sure to write the Item Return Code that was given to you. Please note that items returned without an Item Return Code will not be processed.
Package your item and original documentation which includes your completed invoice, your diamond grading certificate and diamond jewellery valuation (where applicable). Place the return sticker to the outside of your package.
Insure and ship the package back to us and please, in the interest of security, do not address the package to “Dove Diamonds”, rather note down “Dove D”:
Suite 1, Level 1, 428 George Street
Sydney, NSW 2000
We require the item to be insured for the invoice amount and request a return receipt to confirm shipment of your returned item.
Finally, unlike other some of our competitors who only give you 14 days to return the item, we allow 30 days, however the item must be return before the expiry of the 30 day period which will begin from the date you (or the person at the delivery address) sign on delivery.
Processing your return
We will issue a full refund, exchange or credit within 7-10 business days. If you paid by credit card the refund will be credited back to the account you paid with Commonwealth Bank of Australia. Other forms of transfer payments will be refunded via company cheque.
Further terms and conditions
Where goods returned are certified diamonds, authenticity shall first be verified by an independent and duly registered valuer/gemmologist before final settlement.
Returned products must arrive at our office within 30 days from the time an order is placed online or over the phone. We will not accept returned items that are sent without the Item Return Code, improperly packaged, or uninsured. As stated above, if you fail to return the diamond grading certificate (where applicable) we will have to charge you a replacement fee. All returned items will be reviewed for any damage, wear; alteration, engraving, or resizing (by a jeweller other than us) that occurred after the item was delivered to the customer. If we determine that an item has been altered in any way, your item will not be accepted for return and will be shipped back to you without the issuance of a return credit.
Please note that we cannot be held responsible for the loss of or damage to goods sustained in the shipment of items for refund, exchange or alteration. If you fail to follow the above instructions this may delay or prevent the processing of return, exchange or alteration.
This refunds and returns policy is strictly limited to one engagement ring and two wedding bands per customer. Your statutory rights are not affected by this refunds and returns policy.
If you have any questions please contact us on (02) 9283 1347 or by email, email@example.com.