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Exchange & refund

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Effective Date: 20 July 2024

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At Elaara Diamonds, all purchases are handled with care. Due to the nature of fine jewellery and lab-grown diamond products, all sales are considered final unless the conditions set out below are met. Refunds and exchanges are reviewed strictly on a case-by-case basis and are subject to approval at the sole discretion of Elaara Diamonds Pte Ltd.

 

1. Exchange Policy

We accept exchange requests within 14 days of the confirmed delivery date, subject to the following conditions:

·       The item must be in its original, unworn, and undamaged condition.

·       The original e-receipt must be presented.

·       The diamond certificate accompanying the item must be returned in full.

·       The item must not show any signs of wear, alteration, or misuse.

Exchanges may be made for any item of equal or greater value. No store credit or monetary refund will be issued for the difference in value if the exchanged item is of lesser value.

All exchange requests are evaluated on a case-by-case basis. Elaara Diamonds reserves the right to decline any exchange request that does not meet the above criteria.

 

2. Refund Policy

Refund requests must be submitted within 3 days of the confirmed delivery date. Requests made after this period will not be entertained.

To be considered for a refund, the following conditions must be met:

·       The item must be unused and in its original condition, with all tags intact.

·       The original e-receipt must be provided.

·       The diamond certificate must be returned in full.

Refunds are strictly assessed on a case-by-case basis and are only considered under valid and substantiated circumstances. Approval is not guaranteed and is at the sole discretion of Elaara Diamonds Pte Ltd.

 

3. Non-Returnable Items

The following items are strictly non-refundable and non-exchangeable:

·       Customised or bespoke jewellery pieces

·       Solid gold made-to-order items

·       Items purchased during promotional or discounted sale periods (exchanges only, subject to conditions in Section 2)

As customised and made-to-order pieces are created specifically for the customer, no exceptions will be made unless the item received contains a manufacturing defect.

 

4. Defective or Incorrect Items

In the unlikely event that you receive a defective or incorrect item, please contact us immediately. We will prioritise a resolution and, where possible, offer a complimentary repair. If the item cannot be repaired to a satisfactory standard, a replacement or exchange will be arranged.

Items that show signs of wear, accidental damage, or misuse will not be considered defective and may incur repair charges.

 

5. How to Submit a Request

To initiate a refund or exchange request, please get in touch with us through one of the following channels:

·       Contact Us form at elaaradiamonds.com

·       Email us at the address listed on our website

·       WhatsApp us at the number provided on our website

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Please include your order details, reason for request, and supporting photographs where applicable.

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