1.1 Shopping at branch stores
Except for "non-returnable items," products purchased at the store can be exchanged once (subject to stock availability) within 7 days from the date of collection, provided they are kept in their "original sale condition." You must personally return the items for exchange within 7 days, along with the product receipt, accompanying certificate, packaging, and any accompanying gifts (if applicable) to the original sales store indicated on the receipt, and inform the salesperson of the selected replacement item. Starting from the 8th day after the date of collection, please refer to the "Diamond Upgrade Program" - this upgrade program is only applicable to certified diamond jewelry (excluding gemstones).
1.2 Branch orders and delivery orders
If you place a full payment order for products at any DIABOND store and choose to have them shipped, except for items that are not eligible for return or exchange, you may submit a request for an exchange for any product in its original sale condition within 7 days from the date of receipt, allowing for one exchange (subject to stock availability).
Please refer to one of the following exchange procedures:
You must personally deliver the item you wish to exchange, along with the receipt, accompanying certificate, packaging, and any accompanying 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 a request for exchange via WhatsApp: (852) 3568 8709 or contact the salesperson within 7 days from the date of receipt. After our company confirms the request, please return the goods at your own expense (including any shipping costs, taxes, and duties incurred) within 14 days, along with the accompanying certificate and tax invoice (if any), to the designated address of DIABOND Hong Kong Company by shipping. If our company has sent you any free promotional gifts due to your purchase, you must return the relevant gifts along with the goods; otherwise, our company will not process the exchange.
The company reserves the right to refuse to accept any goods returned by you via cash on delivery. You may consider insuring the goods you ship, with all costs and risks borne by you. The company shall not be liable for any direct or other forms of loss arising from the return of goods or any damage that may be caused to the goods in connection with the return. The company reserves the right to charge you for any costs incurred by the company in receiving your package.
When our company receives your product, it will take time to inspect the product to determine whether it is still in its original sale condition; therefore, our company will not immediately replace the item for the customer.
If our company believes that the product is still in its original sale condition, we will send you a confirmation message for the replacement product and arrange for shipping. The shipping costs for the replacement item and any taxes and duties incurred (if applicable) will be paid by you.
1.3 Online Shopping
In addition to "no returns or exchanges," online shopping offers a "7-day return and exchange guarantee," which only applies to [items not eligible for return or exchange].https://diabond.com.hk/Mail delivery order. As long as the product remains in "original sale condition" and is accompanied by all relevant certificates, sales invoices, and gifts, without any damage or alterations, it can be exchanged once within 7 days from the date of receipt or pickup at the store. Customers are responsible for the shipping costs, and we will not refund the shipping fees paid at the time of order.
1.3.1 Online Shopping Exchange Procedure
You may request an exchange via WhatsApp at (852) 3568 8709 within 7 days from the date of receipt or from the date of pickup at the store.
Clearly list the order number, receipt number, item number, and reason for the exchange.
Keep the sales slip, packaging box, and all accessories inside the packaging box.
Within 14 days of submitting the application, please send the item you intend to exchange at your own expense (including any shipping costs, taxes, and duties incurred from delivery), along with the accompanying certificate and tax invoice (if applicable), either by shipping or by arranging a personal delivery to the address designated by our company.(※ DIABOND stores do not offer returns or exchanges for your online orders. ※)If our company has sent you any free promotional gifts due to your purchase of goods, you must return the relevant gifts along with the goods, or purchase the gifts at their gift price; otherwise, our company will not process the exchange procedures. Our company reserves the right to refuse to accept any goods returned by you via cash on delivery. You may consider insuring the goods you ship, with costs and risks borne by you. Our company is not responsible for any direct or other forms of loss arising from the return of goods or any damage that may occur 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 goods, it will take time to inspect the goods to determine whether they are still in their original sale condition; therefore, our company will not immediately replace items for customers. If our company believes the goods are still in their original sale condition, we will send you a confirmation message regarding the replacement goods and arrange for delivery. The shipping costs for the replacement items and any taxes and duties incurred as a result (if any) will be borne by you.
2.1 Shopping at branch stores
No returns are accepted for any items purchased at our branches.
2.2 Online Shopping
Online stores offer a "7-day return and exchange guarantee," but this only applies to [specific categories/regions].https://diabond.com.hk/Mail delivery order. As long as the product remains in "original sale condition" within 7 days from the date of receipt, and is accompanied by all relevant certificates, sales invoices, and gifts, with no damage and not altered, a return guarantee is provided.
2.2.1 Online Shopping Return Procedure
You may request a return within 7 days of receiving the goods via WhatsApp: (852) 3568 8709.
Clearly list the order number, receipt number, item number, and reason for return.
Keep the sales slip, packaging box, and all accessories inside the packaging box.
To protect our customers, we recommend that customers obtain confirmation of the return request from our company before shipping, and then follow the process below for returns: 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 any), either by shipping or by arranging a personal drop-off. Our company will not process late returns. (※ DIABOND stores will not handle return or exchange procedures 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 items; otherwise, our company will not process the return. When our company receives your item, it will take time to check the item to determine whether it is still in its original sale condition, so our company will not issue an immediate refund to the customer; after confirming that the item is still in its original sale condition, the customer service team will handle the relevant refund or exchange procedures (the actual refund date is subject to the payment platform and issuing bank), and you will need to 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 cash refunds 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 the relevant taxes.
Clauses 1.1–1.3, 1.3.1 and 2.2, 2.2.1 above are subject to the following terms:
If the price of the replacement item you have chosen 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 made for the item (if you received any discounts when purchasing the item, it refers to the discounted price) from the original price of the replacement item. Our company is not responsible for refunding or returning any discount amount, discounts, or promotions you enjoyed when purchasing the item. If the price of the item is higher than the price of the chosen replacement item, our company will not refund the difference to you. All promotional prices, discounts, or offers do not apply to the chosen replacement item. Late return or exchange requests will not be accepted by DIABOND.
"Original sales status" refers to the goods:
The packaging, receipt, and certificate remain intact.
It has not been worn, used, or modified, and is in the same condition as when it was sold.
There was no damage.
The company reserves the right to make the final decision on whether the goods are in "original sales condition".
Whether a returned or exchanged item is in its original condition will be determined solely and ultimately by DIABOND professionals.
"Items not eligible for return or exchange" include:
We are an authorized distributor of wedding rings from various brands.
Products that have been engraved, modified, or custom-made;
Re-setting or re-setting of goods;
Promotional items, free gifts, and redeemable gifts;
Goods marked "No returns or exchanges" on the receipt
