Refund policy
To be eligible for a return, your items must be unused and in the same condition that you received it. It must also be in the original packaging.
14 Day Returns
At HP Diamonds, our customer commitment to you does not end at delivery. Items may be returned or exchanged within 14 days from when they were shipped. If you are not absolutely satisfied with your purchase, please first obtain a return code from a customer service representative by email. We will present you with the following options: refund, exchange, resizing, or credit for your returned item.
Several Pieces of jewellery are exempt from being returned:
- Earrings
- Custom made jewellery
- Resized Rings
- Full Eternity Rings under a special order
To complete your return, we require a receipt or proof of purchase.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at jonathan@hpdiamondjewellery.com.
Package Your Return
Please package your item and all original accompanying materials including the completed invoice, packaging and diamond certificate, into a securely sealed insured shipping box.
Shipping
You will be responsible for paying your own shipping and insurance costs for returning your item. Shipping and insurance costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Insure and Ship the Package
Insure and ship the item back to HP Diamonds. To help ensure the security of your valuable shipment, please do not write anywhere on the outside of the returned package. We require that you insure the returned item for the invoice price and request a return receipt to confirm delivery of your shipment to HP Diamonds.
Returns Process
Returned products must arrive at our office within 14 days from the time an order is shipped. We will not accept returned items that are shipped without the Return Code, improperly packaged, or uninsured.
We require you to return the original diamond certificate (when applicable) if not returned this will void your return. All items will be reviewed for any damage, wear, alteration, engraving, setting or resizing (by a jeweller other than HP Diamonds) that occurred after the item was shipped to the customer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If HP Diamonds determines that an item has been altered in any way, the item will not be accepted for return, and will be shipped back to you without the issuance of a return credit.
If an item is accepted for return (or an order is canceled), HP Diamonds will issue a full refund, exchange, or credit within 30 business days. Payment made via credit/debit card will be credited back to the original account. If HP Diamonds accept a product exchange please be aware this does not extend the return policy; the replacement item must be returned within 14 days from the original purchase.
*HP Diamonds is not responsible for the loss of or damage to shipments during the return process.
Special Orders
Special orders including custom items such as custom rings, eternity rings, custom jewellery or any other personalised item cannot be returned or canceled and are non-refundable.
Ring Resizing
Please enquire about your ring size prior to placing an order from HP Diamonds, we hold the most common ring sizes in stock but may need to custom size to meet your needs. if you require or are unaware of your size, we will send you a ring sizer in the post. Please note that diamond eternity bands, some custom designs and some materials cannot be resized therefore can not be returned once manufactured.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jonathan@hpdiamondjewellery.com.