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  1. Exchange Policy


1.1 In-store purchase


Except for “excluded items”, all merchandise with ORIGINAL PURCHASE CONDITION may be exchanged once within 7 days counting from the date of purchase, with the original receipt and accompanying certificates (if any). The decision as to whether the Merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely by DIABOND and its decision shall be final. 


Customers should return the merchandise physically to the SAME STORE (as stated on the receipt) within 7 days of the purchase, and communicate to us your choice of replacement item. 


Any exchange after 7 days of purchase, please refer to our “lifetime upgrade policy” (only applicable to Lab Grown Diamonds jewelry with certificates).


1.2 In-store purchase for shipping


If the merchandise was fully paid at our store and ordered for shipping, with the exception of “excluded items”, may be exchanged once (subject to stock availability), in its ORIGINAL PURCHASE CONDITION within 7 days of its delivery to you, together with the receipt, tax invoice (if any) and accompanying certificates.

 

Please refer either one of the following procedures:

  1. Customers should return the merchandise physically to the SAME STORE (as stated on the receipt) within  7 days of its delivery to you, together with the receipt, tax invoice (if any) and accompanying certificates. 

OR/ 

  1. Customers should submit an exchange request via our Whatsapp: (852) 3568 8709 within 7 days of its delivery to you. After the confirmation of your request from DIABOND, you should ship the merchandise intended to be exchanged with the original packaging, including the sales receipt and any accompanying items such as certificates, vouchers, gifts, etc. , at your own cost. (including any shipping fee, taxes and duties arising) to our designated return address in Hong Kong within 14 days. If we have given you any free promotional gift with your purchase of the merchandise, you shall return the gift together with the merchandise, otherwise the exchange will not be processed. We shall be entitled to refuse to accept any merchandise you return on a cash on delivery basis. You may consider insuring your shipment but any such insurance shall be borne at your own cost and risk. DIABOND shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the merchandise arising from or in connection with the return of the merchandise. We reserve the right to charge you for any fees we incur at time of receipt of your package. In addition, we may refuse to process your exchange if the receipt, tax invoice (if any) or the merchandise itself is missing. Upon our receival of the merchandise , we may take some time to examine in order to determine whether it is in the ORIGINAL PURCHASE CONDITION, so that the replacement item will not be provided to you immediately after our receival of the merchandise.
    Whether the returned merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely and finally by DIABOND. If we determine that the merchandise meets the conditions of exchange under this Policy, DIABOND shall dispatch to you the replacement item (subject to stock availability) accordingly.  The shipping fee for sending the replacement item and the taxes and duties arising out of the delivery of the replacement item, if any, shall be borne by you. If we find the merchandise does not meet the conditions of exchange under this Policy, we shall handle the case as needed as determined in our absolute discretion, including but not limited to refusing to process the exchange and/or charging for the appraisal.


1.3 Online Purchase


Except for “excluded items ”, our online store provides a “7-day Return And Exchange Guarantee” applicable only to orders shipped via https://diabond.com.hk/. As long as the product remains in ORIGINAL PURCHASE CONDITION within 7 days of receipt, with all accompanying certificates, sales invoices, and gifts intact and undamaged, and without any alterations, we will offer an exchange once. The decision as to whether the merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely by DIABOND and its decision shall be final.

Customers are responsible for the return shipping fee (including any shipping fee, taxes and duties arising), and we will not refund the shipping fee paid during the initial order placement. 



1.3.1 Exchange Procedure (for online purchase) 


Customers should submit the exchange request within 7 days of the merchandise delivery to you or/ within 7 days of your pick up at our store via WhatsApp: (852) 3568 8709. (※ Our Physical Store would not handle any exchange/return request of any online purchase order ※ ) 

Clearly state the order number, receipt number, item number, and reason for exchange.

Retain the sales receipt, packaging box, and all accessories included.


After the confirmation of your request from DIABOND, you should ship the merchandise intended to be returned with the original packaging, including the sales receipt and any accompanying items such as certificates, vouchers, gifts, etc. , at your own cost. (including any shipping fee, taxes and duties arising) to our designated return address in Hong Kong within 14 days. If we have given you any free promotional gift (including diapoints) with your purchase of the merchandise, you shall return the gift together with the merchandise, otherwise the return will not be processed. We shall be entitled to refuse to accept any merchandise you return on a cash on delivery basis. You may consider insuring your shipment but any such insurance shall be borne at your own cost and risk. DIABOND shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the merchandise arising from or in connection with the return of the merchandise. We reserve the right to charge you for any fees we incur at time of receipt of your package. In addition, we may refuse to process your return if the receipt, tax invoice (if any) or the merchandise itself is missing. Upon our receival of the merchandise , we may take some time to examine in order to determine whether it is in the ORIGINAL PURCHASE CONDITION, so that the replacement item will not be provided to you immediately after our receival of the merchandise.
Whether the returned merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely and finally by DIABOND. 


The shipping fee for sending the replacement item and the taxes and duties arising out of the delivery of the replacement item, if any, shall be borne by you. If we find the merchandise does not meet the conditions of exchange under this Policy, we shall handle the case as needed as determined in our absolute discretion, including but not limited to refusing to process the exchange and/or charging for the appraisal.


  1. Return Policy


2.1 In-store Purchase


All store purchases cannot be returned or exchanged.


2.2 Online Purchase


Except for “excluded items ”, our online store provides a “7-day Return And Exchange Guarantee” applicable only to orders shipped via https://diabond.com.hk/. As long as the product remains in ORIGINAL PURCHASE CONDITION within 7 days of receipt, with all accompanying certificates, sales invoices, and gifts intact and undamaged, and without any alterations, we will offer a return once. The decision as to whether the merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely by DIABOND and its decision shall be final.

Customers are responsible for the return shipping fee (including any shipping fee, taxes and duties arising), and we will not refund the shipping fee paid during the initial order placement. 


2.2.1 Return Procedure (Online Purchase)


Customers should submit the return request within 7 days of the merchandise delivery to you via WhatsApp: (852) 3568 8709. (※ Our Physical Store would not handle any exchange/return request of any online purchase order ※ ) 

Clearly state the order number, receipt number, item number, and reason for return.

Retain the sales receipt, packaging box, and all accessories included.


After the confirmation of your request from DIABOND, you should ship the merchandise intended to be exchanged with the original packaging, including the sales receipt and any accompanying items such as certificates, vouchers, gifts, etc. , at your own cost. (including any shipping fee, taxes and duties arising) to our designated return address in Hong Kong within 14 days. If we have given you any free promotional gift with your purchase of the merchandise, you shall return the gift together with the merchandise, otherwise the return will not be processed. We shall be entitled to refuse to accept any merchandise you return on a cash on delivery basis. You may consider insuring your shipment but any such insurance shall be borne at your own cost and risk. DIABOND shall not bear any responsibility for any losses, direct or otherwise, that may arise from loss or damage of the merchandise arising from or in connection with the return of the merchandise. We reserve the right to charge you for any fees we incur at time of receipt of your package. In addition, we may refuse to process your exchange if the receipt, tax invoice (if any) or the merchandise itself is missing. Upon our receival of the merchandise , we may take some time to examine in order to determine whether it is in the ORIGINAL PURCHASE CONDITION, so that the refund will not be provided to you immediately after our receival of the merchandise.
Whether the returned merchandise is in ORIGINAL PURCHASE CONDITION shall be determined solely and finally by DIABOND. If we determine that the merchandise is in ORIGINAL PURCHASE CONDITION, we shall refund the amount you have paid for the merchandise. For the avoidance of doubt, we shall not be obliged to return, refund or credit your account with any discounted amount, discounts or benefits you enjoyed at the time of purchase, or any shipping fees, special handling fees, taxes or duties (if any) paid or payable by you at the time of purchase. We shall be entitled to refuse to make cash refund for returned merchandise. The amount paid by credit card will be refunded to the original credit card used for the original purchase. We shall be entitled to deduct from the refund (i) replacement fee if the certificate(s) and/or the accompanying gift are/is not returned with the merchandise in its ORIGINAL PURCHASE CONDITION, (ii) any shipping fee, taxes and duties paid by us at the time we receive your package, and (iii) transaction fees by credit card during the refund process. The right to return items can only be exercised once every 6 months for each delivery address.


The following shall applies to Clauses 1.1-1.3 , 1.3.1 & 2.2, 2.2.1 : 


You may exchange merchandise other than excluded items only as designated by DIABOND (with the original price of the item displayed) based on stock availability. Where the price of the selected replacement item(s) is/are higher than that of the merchandise to be exchanged , you shall pay us the difference in price calculated by deducting the price you had paid for the merchandise (i.e. the discounted price if you enjoyed any discount at the time of purchase of the merchandise) from the marked original price of the replacement item.  For the avoidance of doubt, we shall not be obliged to return, refund or credit your account with any discounted amounts, discounts or benefits you enjoyed at the time of purchase of the merchandise. Where the price of the merchandise is higher than that of the selected replacement item, we shall not refund to you the price difference. 


If you have purchased any merchandise with any discount offered by promotion but the discount offer has expired at the time of the exchange, the discounted price of the merchandise shall still be regarded as the price of the merchandise for the purpose of calculating the price difference between the merchandise and the selected replacement item, but the discount may not be applied towards the price of the replacement item or otherwise used again. 


ORIGINAL PURCHASE CONITION” means: 


  • the item is still in its original packaging with all certificates, and receipt intact;

  • the item is unworn, unused, unaltered and in good condition. 

  • the item is not damaged in any way.

The decision as to whether the item is in ‘Original Purchase Condition’ shall be determined solely by DIABOND and its decision shall be final.


EXCLUDED ITEMS” means:


  • merchandise of a third party brand distributed by DIABOND

 eg. Wedding Band

  • any items bought for re-mounting or mounting only 

  • promotional items and gift

  • Custom-made or “Personalised Jewellery Service” items

  • Scratched, engraved or altered items

Contact our staff 聯絡我們:

 

➪ Tsuen Wan store 荃灣分店
📲 WhatsApp: https://wa.me/85255965974
☎️ Tel : (852) 23662033

 

➪ Tsim Sha Tsui 尖沙咀 Showroom
📲 WhatsApp: https://wa.me/85261153095
☎️ Tel : (852) 35688709

 

➪ Causeway Bay Store 銅鑼灣分店
📲 WhatsApp: https://wa.me/85255961257
☎️ Tel : (852) 28810186