14 day Money Back Guarantee
Our Return Policy
Your complete satisfaction with our product is guaranteed or items may be returned or exchanged within fourteen days from when it was shipped. You will be required to pay for return shipping and insurance fees.
Items must be in their original purchase condition, and include all documentation to be eligible for return, and shipped within 14 days.
If a package delivered to you arrives damaged, please refuse the shipment or call us immediately on 1800 423 786. Please retain all packing materials unless instructed otherwise. Claims for damaged or missing items must be reported immediately or within 5 days of receipt of your parcel. Brisbane Diamond Company will not be responsible for lost or damaged returned shipments.
Diamonds purchased within the Diamond Upgrade Program may not be returned for credit. Special orders are final sale and are not eligible for return. Returns sent C.O.D., and improperly or uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed.
Shipping charges, including special handling and any other costs, are non-refundable. Please do not ship returns C.O.D. If you receive any portion of your order damaged, please contact us prior to returning the items. You will not be reimbursed for unauthorized shipping expenses.
Processing of your return
Once your return is received by Brisbane Diamond Company, we will send you a confirmation email. Please allow our team one business day, up to 24 hours, once the parcel arrives to receive product into our system. Failure to include Diamond Grading Report(s) can delay receiving your return.
Once processed into our returns system, your return must be inspected by our Quality Assurance team. Please allow 2-4 business days for this process. If there are any questions regarding your return, we will contact you. Once inspection is complete, your return will be fully processed. For refunds, please allow an additional 2-4 days.
Cancel or Change An Order
If you would like to change or cancel an order please call us on 1800 423 786. We will attempt to accommodate changes to the extent possible however some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped.