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FREE 30 DAYS RETURN POLICY

Whilst the quality of all the jewellery at Novita Diamonds is second to none, we understand that sometimes things just don’t quite go according to plan and you might be in need of something else. No stress!

Novita Diamonds offers a complimentary 30 day return policy, giving you peace of mind with every purchase. In the event that you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. The returned items must be in their original, unworn condition and accompanied by all the original documentation.

The 30 day return/exchange period will begin on the date that your order was collected from our showroom or delivered to you or 60 days after we’ve informed you that your order was ready for dispatch/collection - whatever comes first.

If your order was an express order – the express fee will not be refunded.

Requesting a refund must be in writing via email at: contact@novitadiamonds.com.hk

EXCEPTIONS TO THE FREE 30 DAYS RETURN POLICY

Personalised Nature

The following items are non-returnable due to their personalised nature: items that have been engraved, resized or modified, previously exchanged items and custom designed jewellery.

20% Deposit – Up to 90 Days to Pay Option

The Free 30 Days Return Policy does not apply to customers that choose our “20% Deposit - Up to 90 Days to Pay”. The reason is because of the extended length of time already being offered for the client to pay for the item. If you are not sure what you are ordering is right for you, please contact one of our team members or gemmologist to help you make the right choice when ordering.

Custom designed rings

This policy does not apply to customers that choose us to custom design a ring for them. Custom designed rings are those that have to be specifically made for the client which are a different design to that listed on our website. The ring falls outside the policy, however, the certified diamond can still be returned within the 30 day period for a full refund. Contact us if this needs to be arranged.

Multiple Returns/Exchanges

Customers may only make use of our 30-day return and exchange policy once within a 12-month period on one product category.

Lower Diamond Quality

Due to the difficulty of re-sale for lower quality diamonds, we can not offer refunds or exchange on any diamonds that are J,K,L or M in colour and any diamonds that are I1 in clarity. Please make sure you choose carefully and if you are unsure about the colour/clarity of a lower grade diamond, it is best to visit our showroom to be able to see a diamond of that quality in person or visit a jewellery store so you get an idea of what a J,K,L or M colour diamond looks like.

FANCY COLOURED DIAMONDS

Due to the unique nature of our Fancy coloured diamonds (Pink, Blue, Yellow), all sales will be final and no exchanges or returns will be permitted.

Mens wedding rings

We won't accept mens wedding rings returns

Toi Et Moi

Toi Et Moi rings are considered a custom design and fall outside of our 30 days exchange/refund policy. It is still covered under our lifetime manufacturing warranty.

Unworn, tagged products

Please note that we will only authorise refunds or exchanges if the product is returned in new condition, unworn and the tag stays on the product and is unbroken.

HOW TO RETURN AN ORDER

1. Call us on +852 2703 6330, +852 9655 2571 for one of our team to arrange for your order to be sent back to our head office. One of our helpful representatives will give you clear instructions on the process.

2. Return at one of our showrooms. You may return your item at any one of our showrooms across the country. Please call prior to visiting our showroom to make an appointment.

3. When returning by mail, all returns and exchanges must include all original packaging and accompanying materials, including the packing slip and all diamond certificates, if diamond certificates are not returned a fee of $250 HKD will be deducted from the total refund amount.

4. Returns are the responsibility and at the cost of the purchaser. Please ensure to send the item back via registered post or by courier with a tracking number. Also make sure that is signature on delivery.

REFUND PROCESS

Once we have received your returned order, one of our gemmologists or jewellers will verify the condition of the item and documents. Returns take between 1 to 5 business days to process upon receipt of the item. A refund will then be processed via the same payment method used during the purchase. If for any reason, you require an alternative form of payment, please contact us.