30-Day Money-Back Guarantee

Our commitment to you does not end at delivery. We stand behind every piece of fine jewelry we sell and want you to be truly delighted with your purchase. If you are not 100% satisfied, you may return your eligible item in its original, unworn condition within 30 days from delivery day for a full refund or exchange.

Please note: Personalized gemstone collections, custom-made designs, and clearance items are final sale and not eligible for return.

1. 30-Day Return Window

We offer a full refund within 30 days after delivery. Returns requested or sent after this 30-day period cannot be accepted. This window is designed to give you sufficient time to inspect and evaluate your purchase once it has been received.

2. Return Eligibility & Security Tags

To be eligible for a return, items must be in their original, pristine, and unworn condition. Items must show no signs of wear, damage, resizing, polishing, or any form of alteration.

• Security Tags: All jewelry items are shipped with a distinct security tag attached. Removal of, or tampering with, this security tag immediately voids the return policy, and the item will no longer be eligible for a refund or exchange.
• Packaging: All original luxury packaging, gift boxes, and accompanying documentation must be included and undamaged.
  

3. Diamond Grading Certificates

Most loose laboratory-grown diamonds and selected jewelry pieces are accompanied by an independent gemological laboratory grading report (such as IGI or GIA). These certificates are unique and highly valuable assets.

All returns must include the original, physical grading certificate. If a certificate is missing, altered, or damaged, a replacement fee of $150 USD (or $1,200 HKD) will be automatically deducted from your final refund to cover the costs of laboratory re-certification and secure handling.

4. Non-Returnable (Final Sale) Items

Certain items are entirely excluded from our return policy due to their bespoke nature. We cannot accept returns, exchanges, or cancellations on:

• Customized, personalized, or completely bespoke jewelry designs.
• Engraved pieces.
• Rings that have been custom-resized at your request.
• Any items explicitly marked as Final Sale or Clearance.
  
  

5. Return Merchandise Authorization (RMA)

All returns must be formally authorized by our team prior to shipping.

1. Contact our Customer Support team at support@eternal-jewels.com within your 30-day window to request a return authorization.
2. Unauthorized returns sent back without our prior approval will not be accepted and may be returned to the sender at their expense.
3. Once approved, you will receive step-by-step return shipping instructions.
   
   

6. Return Shipping Costs

• Our Error (Defective or Incorrect Items): If you are returning an item because it arrived damaged or incorrect, we will provide a fully insured, pre-paid return shipping label and cover all costs.
• Standard Returns (Preference/Change of Mind): For all other returns, the customer is responsible for return shipping costs, as well as any applicable international customs duties or import fees.
• Insurance Warning: Because jewelry consists of high-value goods, you must use a fully insured, trackable shipping service requiring a signature upon delivery. Eternal Jewels is not responsible for items lost, stolen, or damaged during return transit.
  

7. Inspection Process & Refunds

Upon arrival at our facility, all returned items undergo a rigorous gemological inspection to verify their condition and the authenticity of the diamond(s).

• If the item meets all eligibility requirements, your refund will be approved.
• Approved refunds are issued back to the original payment method within 5–10 business days after the inspection is complete. (Processing times may vary depending on your bank provider).
• Original shipping fees paid at the time of purchase are strictly non-refundable.
  

8. Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. In the rare event that your jewelry arrives damaged or incorrect, you must contact us within 48 hours of delivery. Please email support@eternal-jewels.com with your order number, a brief description of the issue, and clear photographs of both the item and the packaging. We will prioritize a swift resolution, which may include a priority repair, replacement, or refund.

9. Order Cancellations

Orders can only be cancelled or modified if production or shipping has not yet begun. Because our lab-grown diamond pieces enter production quickly, once an item has moved into manufacturing or has been dispatched, the order can no longer be cancelled and must be processed as a standard return after delivery.

10. Refused or Undeliverable Shipments

If a delivery cannot be completed due to incorrect shipping details provided by the customer, customer unavailability, or failure to pay local import duties, the package will be returned to our facility. In these instances, the cost of return transit shipping and any customs fees levied on Eternal Jewels during the return will be deducted directly from your product refund.

Contact Us

For any questions regarding your return, exchange, or order status, our specialized support team is here to guide you:

Eternal Jewels Support

Email: sales@eternal-jewels.com