Refund policy
Manufacturer defects
Hearts&Diamonds jewelry is carefully crafted by experienced jewelers and individually inspected by our lead jeweler before leaving the atelier.
In the rare case that a manufacturer defect is identified, we take full responsibility and make sure to correct it at no cost for you.
Hearts&Diamonds covers all manufacturing defects - it does not cover normal wear and tear. Manufacturing defects are determined upon inspection at Hearts&Diamonds. We will provide a prepaid shipping label to have the item sent in for inspection. We will review manufacturing defects and to our discretion advise if we can repair, if not we will replace the item at no cost to customer.
- If Hearts&Diamonds confirms manufacturer defects, Hearts&Diamonds will cover the cost for return shipment.
- If damage is determined to not be manufacturing defect, Hearts&Diamonds will notify customer and inform them of any repair services needed and cost at that time. No work will be done without customers consent at this point. Shipping both ways will be added to the fee. Priority overnight shipping is $35 one way for a U.S. shipment. For customers outside the U.S., shipping costs are specific to the value of the product and destination, duties and taxes may apply.
- Diamond coverage: if jewelry is received with any cracked or chipped diamonds the customer must notify Hearts&Diamonds immediately to submit a claim. If customer doesn’t, the claim won’t be covered.
Returns
For all purchases made at Hearts&Diamonds, we provide an exchange or refund within 30 days of delivery, provided merchandise has not been worn, altered, special-ordered, or purchased on special sale. All SALE merchandise is FINAL SALE and will not be accepted.
All claims, returns, or warranty service must be accompanied by your invoice and original box. Shipping costs will not be refunded.
Please do not send your purchase back without contacting us first at contact@heartsanddiamonds.com.
Custom-made orders cannot be returned. However, if there is an issue identified, we will correct it accordingly free of charge.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Several types of goods are exempt from being returned. Custom-made jewelry, perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, damaged or missing parts for reasons not due to our error.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund within 14 days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@heartsanddiamonds.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items that show irrepairable manufacturer defects. Please contact us via contact@heartsanddiamonds.com for personalized support.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: Hearts and Diamonds, Inc., 510 W 6th Street , Ste 518, Los Angeles CA 90014, USA. Don't forget to contact us prior to sending your item back at contact@heartsanddiamonds.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.