1.1 In-store Purchases
Except for "non-returnable and non-exchangeable items," products purchased in-store can be exchanged once (subject to stock availability) within 7 days from the date of collection, provided they are kept in "original sale condition." You must personally return the item for exchange, along with the receipt, any accompanying certificates, packaging, and any included gifts (if applicable) to the original sales branch indicated on the receipt, and inform the salesperson of the selected replacement item. Starting from the 8th day after the collection date, please refer to the "Diamond Upgrade Program" - this upgrade program is only applicable to diamond jewelry with accompanying certificates (excluding gemstones).
1.2 Store Orders, Delivery Orders
If you place a full payment order for products at any DIABOND store and choose delivery, except for non-returnable and non-exchangeable items, you can submit an exchange request to our company within 7 days from the date of receipt for one exchange (subject to stock availability).
Please refer to one of the following exchange procedures:
You must personally return the item you wish to exchange, along with the receipt, any accompanying certificates, packaging, and any included gifts (if applicable) to the original sales branch indicated on the receipt within 7 days from the date of receipt, and inform the salesperson of the selected replacement item.
Or
You must submit an exchange request via WhatsApp: (852) 3568 8709 within 7 days from the date of receipt, and after our company confirms the request, you must return the item at your own expense (including any shipping costs, taxes, and duties incurred) within 14 days to the designated address of DIABOND Hong Kong Company, along with the accompanying certificate and tax invoice (if applicable). If our company has sent you any free promotional gifts due to your purchase, you must return the relevant gifts along with the product; otherwise, our company will not process the exchange.
Our company reserves the right to refuse to accept any goods returned by cash on delivery. You may consider insuring your shipped items, with costs and risks borne by you. Our company is not responsible for any direct or other forms of loss caused by the return of goods or any potential damage to the goods related to the return. Our company reserves the right to charge you for any costs incurred by our company in receiving your package.
When our company receives your item, it will take time to check the item to determine if it is still in original sale condition; therefore, our company will not immediately replace the item for the customer;
If our company believes the item is still in original sale condition, we will send you a confirmation message regarding the replacement item and arrange for delivery. The shipping costs for the replacement item and any taxes and duties incurred (if applicable) will be borne by you.
1.3 Online Shopping
Except for "non-returnable and non-exchangeable items," online shopping offers a "7-day return and exchange guarantee," applicable only to https://diabond.com.hk/ mail delivery orders. As long as the product remains in "original sale condition" and is complete with all accompanying certificates, sales invoices, and gifts, without any damage and not altered, it can be exchanged once within 7 days from the date of receipt or collection at the store. Customers must bear the shipping costs themselves, and we will not refund the shipping costs paid at the time of ordering.
1.3.1 Online Shopping Exchange Procedure
Please submit your exchange request via WhatsApp: (852) 3568 8709 within 7 days from the date of receipt or collection at the store.
Clearly state the order number, receipt number, product number, and reason for exchange.
Keep the sales slip, packaging box, and all attachments inside the packaging box.
Within 14 days of submitting the application, please return the item you wish to exchange at your own expense (including any shipping costs, taxes, and duties incurred) to the designated address of our company, along with the accompanying certificate and tax invoice (if applicable), either by shipping or by appointment for personal delivery. (※ DIABOND stores will not provide return and exchange services for your online shopping orders※) If our company has sent you any free promotional gifts due to your purchase, you must return the relevant gifts along with the product, or purchase the gift at its price; otherwise, our company will not process the exchange. Our company reserves the right to refuse to accept any goods returned by cash on delivery. You may consider insuring your shipped items, with costs and risks borne by you. Our company is not responsible for any direct or other forms of loss caused by the return of goods or any potential damage to the goods related to the return. Our company reserves the right to charge you for any costs incurred by our company in receiving your package. When our company receives your item, it will take time to check the item to determine if it is still in original sale condition; therefore, our company will not immediately replace the item for the customer; if our company believes the item is still in original sale condition, we will send you a confirmation message regarding the replacement item and arrange for delivery. The shipping costs for the replacement item and any taxes and duties incurred (if applicable) will be borne by you.
2.1 In-store Purchases
No returns are allowed for any products purchased in-store.
2.2 Online Shopping
Online shopping offers a "7-day return and exchange guarantee," applicable only to https://diabond.com.hk/ mail delivery orders. As long as the product remains in "original sale condition" and is complete with all accompanying certificates, sales invoices, and gifts, without any damage and not altered, it is eligible for return protection within 7 days from the date of receipt.
2.2.1 Online Shopping Return Procedure
Submit your return request via WhatsApp: (852) 3568 8709 within 7 days from the date of receipt
Clearly state the order number, receipt number, product number, and reason for return
Keep the sales slip, packaging box, and all attachments inside the packaging box
To protect customers, we recommend that customers obtain our company's confirmation of the return request before proceeding with the return according to the following process: Within 14 days of submitting the application, please return the item at your own expense (including any shipping costs, taxes, and duties incurred) to the designated address of DIABOND Hong Kong Company, along with the accompanying certificate and tax invoice (if applicable). Our company will not accept late returns. (※ DIABOND stores will not provide return and exchange services for your online shopping orders※) If our company has sent you any free gifts (including vouchers, DIAPOINT rebates) due to your purchase, you must return the relevant gifts along with the product; otherwise, our company will not process the return. When our company receives your item, it will take time to check the item to determine if it is still in original sale condition; therefore, our company will not immediately refund the customer; once it is confirmed that the item is still in original sale condition, the customer service team will process the relevant refund or exchange procedures (the actual refund date is subject to the payment platform and issuing bank), and you will bear any handling fees charged to your credit card account due to the refund. All costs, expenses, and risks (including shipping costs, duties, and handling fees) arising from the return will be borne by the customer. Our company reserves the right to refuse to refund cash for returned items. Items returned via credit card and online payment will be refunded to the relevant credit card or account. The actual refund time depends on the provider or bank of the relevant payment method. The right to return can only be exercised once every 6 months for each delivery address. Special handling fees, taxes, and duties involved in the purchase are non-refundable. Customers must apply to the tax authority or customs in their area for the return of relevant taxes.
The above 1.1 – 1.3, 1.3.1 and 2.2, 2.2.1 are subject to the following terms:
If the price of the selected replacement item is higher than the actual payment price of the item being exchanged, you must pay the difference to our company, calculated by deducting the actual payment price you paid for the item (if you enjoyed any discount when purchasing the item, it will be the discounted price) from the original price of the replacement item. Our company is not responsible for refunding or returning any discount amounts, discounts, or promotions you enjoyed when purchasing the item. If the price of the item is higher than the price of the selected replacement item, our company will not refund the difference to you. All promotional prices, discounts, or offers do not apply to the selected replacement item. Late return or exchange requests will not be accepted by DIABOND.
"Original sale condition" refers to items that:
are still in perfect packaging, with receipts and certificates intact;
have not been worn, used, modified, and are in the same condition as when sold;
have no damage.
Our company reserves the final decision on whether the item is in "original sale condition."
Whether the exchanged item meets the original sale condition will be determined solely and finally by DIABOND professionals.
"Non-returnable and non-exchangeable items" include:
agent brand wedding rings;
items that have been engraved, modified, or custom-made;
items that have been remounted or reset;
promotional price items, gifts, and redeemable gifts;
items marked "no returns, no exchanges" on the receipt.
