FAQ, Terms & Conditions

If you can't find what you're looking for below please use the contact page or just give us a ring and speak to a friendly expert.  We are always glad to take your call in order to provide comprehensive and complete information. By helping you we help ourselves better-know what should be added to our FAQ.  Plus we love to talk about diamonds. It's a win-win!

General

How are Diamond House Superideal Diamonds different?
What is your policy on Conflict Diamonds?

Diamond House Guarantees

100% Jewellery Satisfaction Guarantee
Diamond Quality Guarantee
Authentic Coloured Stone Guarantee

Terms & Conditions

Purchasing

Payment Methods
1% Wire Transfer Discount
Security Deposit
Custom Defined and Custom Made Treasures Deposit
Pricing Error

Returns & Refunds

Non-Refundable Items
Return Procedure
Diamond & Gemstone Returns
Gold & Platinum Jewellery Returns
Custom Defined and Custom Made Treasure Returns
Coloured Stones One Year Exception
Diamond House Legal Disclaimer

 

 

Diamond House Guarantees

Jewellery Satisfaction Guarantee

All gold and platinum jewellery carries a 100% satisfaction guarantee on workmanship. Our craftsmen have extremely high standards and we expect no problems. However, you can rest assured that if the piece is found to be defective due to manufacturing we will either repair or remake it for you at no charge. Work on the piece by an outside jeweler will void this guarantee.

Diamond Quality Guarantee

You can be assured of receiving beautiful, genuine, quality diamonds from Diamond House. All diamonds are evaluated by experts who employ the top standards of clarity, colour, cut and weight. Each gem you purchase from Diamond House is accompanied by a diamond grading report from a foremost industry recognized, reputable gem lab.

Authentic Coloured Stones Guarantee

We unconditionally guarantee all coloured stones to be accurately identified with weight and colour description included. Stones are genuine unless specifically noted otherwise. Any treatments we are aware of will be noted. Stones such as sapphire and ruby are heat treated unless specifically noted to be natural colour and not heat treated in their description. Blue topaz are found so rarely in natural blue that all blue topaz are considered irradiated to give them their colour.

75% Lifetime Buy Back on “Crafted By Infinity” Diamonds

For any reason you may return an undamaged Crafted by Infinity diamond and accompanying AGS report to us for buyback. Upon verification that it is in its original undamaged condition, locally and from the AGS, we will gladly repurchase it for 75% of the ex vat price of what you originally paid. This may not sound like a great deal unless you have ever tried to sell a diamond back to a traditional jeweler where the typical offer is ten to thirty percent of original purchase price.

Terms & Conditions

 

Purchasing

Payment Methods

Methods of payment accepted include

Visa, MasterCard, or bank wire transfer. Wire transfer is required for international purchases.

1% Wire Transfer Discount

Paying by wire transfer eliminates credit card fees and reduces risk of fraud. Your bank should offer this service for a fee that’s typically inconsequential compared to your savings. When you are ready to make a purchase we can email you precise instructions. Wire transfers are required for international purchases. Specials excluded. This offer may not be combined with other discounts.

Security Deposit

You have a 21 day inspection period but before any items are sent out we require a security deposit. This is done with a credit card authorization from either MasterCard or American Express. The authorization reduces your credit line but does not release funds to us. It assures us that payment is available and can be run on demand for a prescribed period but payment is only released when your sale is confirmed. This protects both our interests. If the sale is not made the credit line will be released upon return of the undamaged items.

If VISA or MasterCard are not available we must receive a bank wire transfer for the full sale price of the stone. Once wire transfer is received by our bank the gemstone will be sent to you for inspection. If you elect to return the gemstone within the 21 day return period you will be refunded according to our refund policy. After the 21 day period all sales are final and not subject to return or refund.

Custom Defined and Custom Made Treasures Deposit

Because of the unique nature of special orders and designer items a 50% deposit of the anticipated total is required to begin work on a mounting for your gemstone. The balance is due in full upon completion and prior to shipping of the finished piece. Any cost of changes in design or modifications once a piece is begun will be the client’s responsibility. These costs are nonrefundable and will be added to the final cost of the piece.

Pricing Error

Despite our best efforts some items on our website may be mispriced in error. We will not honor typographical or calculation errors. Should an error be discovered as your order is processed we will notify you immediately upon its discovery.

 

 

Returns & Refunds

Non-Refundable Items

Jewellery items and gemstones carrying engravings or inscriptions other than trademarks, grading report numbers or materials content are not refundable.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable.

All items reported to us as sold during the 21 day inspect and return period are considered final and no longer refundable.

Return Procedure

Before returning any merchandise for refund or exchange you must obtain a Returned Merchandise Authorization (RMA) number from us. Regardless of what any shipping clerk at a counter may tell you, FedEx and UPS do NOT insure jewellery. We will insure packages being returned through a third party insurance company.

Call us to receive your RMA number and instructions for return shipping. Insurance on returns is your responsibility; the costs are modest and will be deducted from your refund. We can arrange for shipping via our FedEx number and insurance, or you may ship vie United States Post Office Registered-Insured.

No refunds will be made until the diamond is received in undamaged condition by us.  PLoss resulting from noninsured, non-delivered packages will result in no refund. Please protect us both with proper return procedures and proper insurance. For your comfort and ease of use, we strongly recommend that you use United States Postal Service registered insured mail.

Once your purchase reaches us it will be inspected. All jewellery and gemstones are expected to be returned in undamaged, original condition with all accompanying documents in clean, pristine condition and accessories intact. Satisfied of this we will issue your refund less return insurance. If your purchase is found to be damaged and/or items are missing those costs will be deducted from any refund due.

 

Diamond & Gemstone Returns

All diamonds and gemstones returned are expected to be in undamaged, original condition with accompanying documents in crisp condition and accessories such as Gem Kit intact. Missing grading reports incur a $200 charge. Missing Gem Kits incur a $50 charge. Diamonds or gemstones found to be damaged are not refundable.

Gold & Platinum Jewellery Returns

Any returns for refund on gold and platinum jewellery due to workmanship dissatisfaction must be made within 21 days of sale. There will be a 30% restocking and restoration fee on any merchandise sized or altered. This is to offset expenses incurred for parts and/or labor, as well as restoration and refurbishing required before any possibility of resale, even at clearance pricing. The 30% fee will be deducted from any refund due.

Refunds do not apply to dissatisfaction due to a desire to change designs or make modifications to the original order. These changes will be deducted from any refund.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable for any reason.

Custom Defined and Custom Made Treasure Returns

Custom pieces are non-returnable for full refund. In the case of dissatisfaction any partial refund will be limited to the amount over and above costs of incurred materials and labor, at the discretion of our company. Costs of changes in designs or modifications after a piece was begun are nonrefundable.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable for any reason.

Coloured Stones One Year Exception

Although every attempt is made to learn all we can about a gemstone before its sale, coloured stones are subject to “treatment.” When we know of treatment on a gemstone, it will be disclosed with its description. If you find within one year of sale that a coloured stone was treated in any way that we were not aware at time of sale and are unhappy with the stone we will refund your purchase price in full upon return of the undamaged stone.