Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order but if you are not perfectly satisfied with the received items and if it does not align with what you ordered, we will happily offer you a full refund. However, it will be your responsibility to bear the insured shipping charges for items that you intend to return. Please note that change of mind returns will not be accepted or entertained under any circumstances.
Please read our return policy carefully to ensure you can proceed with your request as quickly as possible.
Despite our best efforts in an exceptional case, you may end up receiving items not aligning with what you ordered. We understand that such situations may occur which is why we offer a generous 30 day return policy for all our Items. The purpose is to create a stress free purchase environment for you.
Our only condition is that the returned Items be unused and unworn, in the original packaging, together accompanied by undamaged grading certificate upon return. The returned Items/loose diamonds must be free from any damage.
We also offer a 45 day exchange policy with the same allowances and conditions as the return policy. You can review the Item that you receive and if you would like to exchange the received item with another item for any reasons, you have 45 days to notify us and highlight another Item of equivalent value or pay the difference incase of a higher value to exchange it with.
The 30 day return policy and 45 day exchange policy is calculated from the date the order was collected or delivered to you at your shipping address mentioned at check out.
Please contact us at sales@limerencediamonds.com.au to initiate a return or exchange request.
Exceptions to the Return and Exchange Policy
Items Purchased through 20% Deposit Payment Option
The 30 day return policy does not apply when you purchase our Items through the 20% Deposit Payment Option as mentioned in Section 3 within Terms and Conditions. This payment option already allows you to extend payment over a 30 day period, giving you enough time to decide. You can also get in touch with our team to help you make the right purchase decision if you are unsure about which payment option to select.
Please read our 20% Deposit Policy in Section 3 within Terms and Conditions.
Customised Diamonds
Customised Diamonds can have personalised features, like shapes, sizes, colours etc, based on your instructions. Such specific features lower the chance of resale to another customer. Therefore we shall not be able to offer any exchange or refunds on such Items.
Exceeding Maximum Return or Exchange Provision
We allow two cases of return and exchange per customer every 12 months. Therefore we will not be able to accommodate such requests after you exceed your limit.
How to return your Items
You need to follow a systemic process to initiate a return or exchange under this policy. All returns or exchanges shall be notified to us through phone call or email on the following contact: sales@limerencediamonds.com.au
We will need your invoice or order number, so please have it ready or mention it in the email in order to facilitate us in identifying the specifications of your order and verify your identity. We will send a confirmation email once we have registered your return or exchange request from our end. We have included instructions on how to send the retuned Item below.
Packaging
Please take a printout of the invoice, highlight the Items you wish to return or exchange and include them in the original packaging. All invoices and certificates should be sent along with the Items you wish to return or exchange. Kindly note that sending the undamaged grading certificates back is important. Otherwise we will charge/deduct AUD 300 to get a new certificate issued and to make up for the necessary shipping and insurance cost to obtain a new grading certificate.
Do not include any reference to diamonds or jewellery on top of the packaging for safety and security reasons. Please address the package to our company name as “Limerence”, mailing address and your return address.
Shipment
Please ship the order through express registered courier or express post requiring signature at the time of delivery and share the tracking number with us through email on sales@limerencediamonds.com.au, so we are able to track your returns. We do not insure return packages, so please ensure you have the necessary insurance if the package is not delivered due to any contingency. Limerence Diamonds does not take any responsibility or liability if the returned package is not insured and lost or damaged in transit.
Refund Process
We will notify you once we receive the returned package. After that, we will take another 24-48 hours to inspect the Items and the certificates, verify their contents, condition and then refund the money accordingly.
In case of an exchange, we will approve the exchange request after verification is complete and ship the replacement items.
The refund will be made into the account intimated by you.
Please also refer to our Terms and Conditions for other details.