PAYMENT TERMS | SHIPPING POLICY | RETURN POLICY | WARRANTY | TRADE IN POLICY | TERMS OF SERVICE

Return, Refund, and Re-Setting Policy

30-DAY RETURN POLICY

Should you be unhappy for any reason, Ada Diamonds is proud to honor a 30-day return policy. In order to qualify for return, customers must submit a Customer Service Inquiry through the Ada Diamonds website within 30 days of receipt of merchandise. The 30-day return window is inclusive of the day of receipt. For example, if a customer receives merchandise on April 3, the last day to initiate a return is May 2.

Receipt is defined as the day the merchandise arrived at the specified address provided by the customer. If the customer has specified that the merchandise be shipped to a Fedex Office for pick up, the date of receipt is the day the merchandise arrives at the Fedex Office and is available for pickup. Although most Fedex Offices will hold packages for up to five business days, customers are strongly encouraged to pick up from Fedex Offices on the day that the merchandise arrives. If the customer has specified that the merchandise be shipped to a friend or family member, the date of receipt is the day the merchandise arrives at the address of the friend or family member and is irrespective of when the actual customer receives the merchandise.

To initiate a return, customers must submit a Customer Service Inquiry within 30 days of receipt of Ada merchandise through the Ada Diamonds website. Should the merchandise fall within the 30-day return window, Ada Diamonds will provide an RMA number and fully-insured return shipping label for a fee, either $25 or $50 USD for domestic shipments. Fees for international customers start at $75 USD and may vary. The return shipping label must be purchased within one business day of submitting a return inquiry. Merchandise must be shipped within two business days of receipt of the shipping label. For example, if a customer initiates a return on Wednesday, April 1, that customer must pay for their return label by Thursday, April 2, and must ship the merchandise by Monday, April 6. Shipments dropped off at Fedex after the required date will be rejected, returned to customer, and will not be eligible for return or refund. Should a customer attempt to return merchandise through another method, such as shipping via another carrier, Ada Diamonds will reject the package and return to sender.

International clients are responsible for paying for any import tariff, taxes, or duties assessed and charged on return of goods to Ada Diamonds. Those fees may be deducted from total amount of refund.

Customers in the SF, NY, or Austin areas may schedule an in-person drop-off of merchandise for return at an Ada Diamonds showroom by appointment only.

Ada’s return policy is not a 30-day use window. Finished jewelry must be returned in complete, original, out-of-the-box condition, with original grading certificates, if applicable. In other words, pieces worn during the 30-day period are no longer in original condition and are not eligible for return. Loose diamond purchases must be returned with the original grading certificate and in their original condition. Ada Diamonds will check to ensure both loose diamonds and set diamonds match their corresponding grading certificates. Finished jewelry must be returned in full; Ada Diamonds will not accept partial returns of finished jewelry.

Once your return is received and confirmed, your refund will be processed in 5-7 business days to the original form of payment, when applicable, less any non-refundable portions such as a 20% non-refundable deposit. If necessary, your refund will be provided via ACH or check. Ada Diamonds will only provide refunds in the form of USD and cannot refund in other currencies or cryptocurrencies.

Items purchased from “Ready to Ship” that are returned within 30 days carry the following re-stocking fees:

Delicate Collection: $25 USD

All other Ready to Ship items and plain metal wedding bands: $75 USD 

Bespoke fashion pieces that must be made to order will incur a 20% re-stocking fee should the item be purchased in full at the time of order. Your Concierge will be happy to go over which re-stocking fees apply to your purchase.

ITEMS NOT ELIGIBLE FOR RETURN OR REFUND

Jewelry that has been worn and is no longer in original, out-of-the-box, new condition is not eligible for refund or return. Any additional services such as secondary third-party gemological grading, engraving fees, un-setting, or re-setting fees are not refundable. Any piece that has been re-made or re-set is considered final sale. Some custom pieces and loose diamond purchases may be ineligible for return and are considered final sale with pre-payment written confirmation and consent from the client. Custom masculine wedding bands or those with a band that is 4mm in width or larger are not refundable and are final sale.

PROPOSAL SETTINGS

Some solitaire engagement rings, as noted by a Diamond Concierge, are eligible for Ada's Proposal Setting policy. Proposal Settings may be returned within 18 months of purchase for re-setting by Ada Diamonds. The entire cost of the original setting may be applied toward the purchase of a new setting. The new setting must be of at least equal or higher value than the original setting, the diamond + new setting must total $5,000 USD in cost, and the new setting will be final sale. Customers in the SF, NY, or Austin areas may schedule an in-person drop-off of merchandise for proposal setting resetting at an Ada Diamonds showroom by appointment only. Customers not able to drop-off in person will be provided a fully insured shipping label to send in the Proposal Setting ring for resetting at no charge.

RE-SETTING AND REMOVAL FEES

Should you decide within 90 days of receipt to return just the setting after production or delivery, and the ring is in original, out-of-the-box condition, you may receive full credit for the returned setting, less a removal fee starting at $500 USD for solitaire and $1,000 USD for non-solitaire settings (you will receive a custom quote to remove the center stone). You are responsible for return shipping fees.

Should you decide within 90 days of receipt that you want to modify or change the setting after production or delivery, Ada Diamonds will strive to deliver a new setting at a discounted rate. You will receive a quote for a re-setting fee starting at $500 USD for solitaire and $1,000 USD for non-solitaire settings (you will receive a custom quote for a re-set). You are required to return your original setting in order to receive a discounted setting rate.

Due to the bespoke nature of our work, Ada Diamonds does not sell loose mountings or settings. Due to our jewelry warranty, Ada Diamonds will not set outside gemstones of any kind.

RE-SIZING

Customers in the SF, NY, or Austin areas may schedule an in-person drop-off of merchandise for re-sizing at an Ada Diamonds showroom by appointment only. For customers outside of these areas, Ada offers fully-insured domestic round-trip shipping for $50 USD. International customers should inquire for a shipping quote.

In the event of a significantly incorrect ring size, you may be advised to purchase a re-made setting to ensure longevity and security of the ring. You will receive a quote for a re-setting fee starting at $500 USD for solitaire and $1,000 USD for non-solitaire settings. Not all styles are able to be re-sized. Your Concierge will be happy to provide you with an estimate for re-sizing tolerance for your specific style prior to production.

Please note that the complimentary re-size applies only to the first re-size. Clients are encouraged to re-size a ring only once. Additional re-sizes may incur an additional fee, which may be up to a full re-setting fee.

Masculine wedding bands or wedding bands that are 4mm in width or larger require a $50 USD fee per re-size. These bands may only be re-sized once or twice depending on the style and may never be sized a third time.

RINGS THAT CANNOT BE RESIZED

Eternity bands, and those rings for which a Concierge has provided pre-payment notice of inability to re-size, are ineligible for complimentary re-sizing and will require a re-setting fee. Eternity band re-setting fees start at $500 USD (you will receive a custom quote for a re-set).

Please note that all Eternity Band re-sets will NOT be the same ring, but rather will be a new ring. Those looking to ensure the ring included in their nuptial ceremony remain their eternal rings are encouraged to consider non-eternity bands that can be re-sized rather than re-made.  

Ready to begin your bespoke piece? Schedule a consultation with an Ada Diamonds Concierge today!