Refund policy
Refund policy
At Diamor, we take pride in creating jewelry that is beautiful, durable, and made to last. If your purchase does not meet your expectations, we're here to help.
Please read the following policy carefully before requesting a return, replacement, or refund.
Return Eligibility
You may request a return within 30 days of receiving your order.
To qualify for a return, the following conditions must be met:
- The item must be unused, unworn, and in its original condition.
- The item must be returned with its original packaging, accessories, and any included documentation.
- The product must not show signs of wear, scratches, alterations, misuse, or accidental damage.
- Personalized or customized jewelry cannot be returned.
- Final Sale or Clearance items are not eligible for return unless they arrive defective.
For hygiene reasons, earrings cannot be returned or exchanged unless they are received damaged, defective, or incorrect.
Incorrect Size Orders
Please ensure you carefully review our Size Guide before placing your order.
Products ordered in the wrong size due to customer selection or incorrect measurements are not eligible for return, exchange, or refund.
Selecting the correct size is the customer's responsibility.
Damaged, Defective or Incorrect Items
If you receive:
- A damaged item
- A manufacturing defect
- The wrong product
- The wrong size or color shipped by Diamor
- Missing items
please contact us within 48 hours of delivery.
To help us verify your claim, please provide:
- Order number
- Photos of the product
- Photos of the shipping package
- A brief description of the issue
- A complete, uninterrupted unboxing video clearly showing the unopened package, shipping label, the entire unboxing process, and the condition of the product immediately upon opening.
Important
The unboxing video is a mandatory requirement for all claims involving damaged, defective, incorrect, missing, or warranty-related items.
Claims submitted without a valid unboxing video cannot be independently verified and may not be eligible for replacement, return, refund, or warranty service.
Once the issue has been verified, we will gladly provide a replacement, repair, or refund at no additional cost.
Return Shipping
Unless the return is due to our mistake or a verified manufacturing defect:
- Customers are responsible for all return shipping costs.
- Original shipping charges are non-refundable.
- Any customs duties, import taxes, or return shipping fees are the responsibility of the customer.
We strongly recommend using a tracked shipping service, as Diamor cannot be responsible for lost return shipments.
Please do not send any return without first contacting our support team.
We will provide the correct return address after your request has been approved.
How to Request a Return
To initiate a return, please contact us at:
Your email should include:
- Order number
- Full name
- Shipping address
- Reason for the request
- Photos
- Required unboxing video
Our support team will review your request and provide further instructions.
Refund Processing
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved:
- Refunds are processed within 7 business days after inspection.
- Refunds are issued to the original payment method used for the purchase.
- Depending on your bank or payment provider, additional processing time may apply before the refund appears.
Original shipping charges are not refundable.
Order Cancellation
Because our fulfillment system begins processing orders immediately after purchase, we cannot guarantee order cancellations once an order has entered production or shipment.
If your order has already shipped, you may submit a return request after receiving the package, provided it meets the conditions outlined in this policy.
Orders in Transit
Orders that have already been dispatched cannot be cancelled while in transit.
If you no longer wish to keep your order, please wait until it has been delivered and then contact our support team to begin the return process.
To help us process your return more efficiently, please provide the return shipment tracking number once your package has been sent.
Non-Returnable Items
The following items are not eligible for return, exchange, or refund:
- Personalized or engraved jewelry
- Earrings (unless defective or incorrect)
- Gift cards
- Final Sale or Clearance items
- Products damaged through misuse, improper care, accidents, or normal wear and tear
- Products ordered in the incorrect size due to customer selection
- Returns requested outside the 15-day return period
Right to Refuse Returns
Diamor reserves the right to refuse any return if:
- The item has been worn or used.
- The item is returned incomplete.
- Original packaging is missing.
- The product has been intentionally damaged or modified.
- The return request does not meet the conditions outlined in this policy.
- Required supporting documentation, including the mandatory unboxing video (where applicable), is not provided.
Unauthorized returns may be refused and returned to the sender.
Important Notice
Please review our Size Guide carefully before completing your purchase.
As our jewelry is shipped from our overseas fulfillment center, international return shipping costs and customs fees remain the customer's responsibility unless the return is due to a verified manufacturing defect or an error made by Diamor.
We encourage all customers to inspect their package immediately upon delivery and retain their unboxing video until they have confirmed that their order has arrived in perfect condition.
Contact Us
If you have any questions regarding returns, replacements, refunds, or warranty claims, please contact our Customer Support Team.
Email: support@diamorj.com
We are always happy to assist you.
