1.GENERAL RETURN ELIGIBILITY

All return requests must:

• Be approved by Eternel Diamonds before shipping
• Be returned in original, unworn, unaltered condition
• Include all original packaging, certificates, and documentation

Unauthorized returns will not be accepted.

2.CUSTOM & MADE-TO-ORDER JEWELLERY(IMPORTANT)

All custom jewellery, engagement rings, and items created using our Ring Builder are final sale.

Because each piece is manufactured specifically to your chosen:

• Diamond
• Setting
• Metal type
• Ring size
• Design configuration

We cannot accept returns, exchanges, or cancellations once production has started.

We strongly recommend confirming all design and sizing details before placing your order.

3.LOOSE DIAMONDS / LOOSE STONES

United States Customers

• Return window: 30 days from delivery date
• One complimentary loose stone return allowed per rolling 30-day period
• Returns incur a $30.00 restocking fee per stone
• Approved returns will receive prepaid return labels

International Customers

• Return window: 15 days from delivery date
• One complimentary loose stone return allowed per rolling 60-day period
• All returns incur a $30.00 restocking fee per stone
• International customers are responsible for return shipping costs

4.SHIPPING & DELIVERY DISCLAIMER

Once an order has been shipped and a valid tracking number has been issued:

• Delivery responsibility transfers to the shipping carrier
• Delivery delays do not qualify for refunds, cancellations, or chargebacks
• Estimated delivery times are not guaranteed delivery dates

Refunds will not be issued for carrier delays, customs delays, or logistics disruptions outside our control.

5.LOST OR DAMAGED ITEMS

If your item arrives damaged or is confirmed lost in transit:

You must contact us within 48 hours of delivery with:

• Photos of packaging and item
• Order details
• Description of issue
  

We will work with the carrier to resolve the claim and may offer replacement or refund where applicable.

6.NON-RETURNABLE CONDITIONS

We cannot accept returns if items are:

• Worn, torn or used
• Resized, engraved, or modified after delivery
• Missing certificates or original packaging
• Damaged after delivery

7.RETURN PROCESS

To request a return, contact:

📧 support@eterneldiamonds.com

If approved, you will receive return instructions.

Do not send items back without authorization.

8.REFUNDS

Once your return is received and inspected:

• You will be notified if the refund is approved
• Refunds are issued to the original payment method
• Processing time: up to 10 business days after approval
• Banks or card providers may take additional time to post funds

If you have not received your refund after 15 business days, contact us.

9.FRAUD & ABUSE PROTECTION

Eternel Diamonds reserves the right to refuse returns or refunds where abuse, excessive returns, or fraudulent behaviour is suspected.