Return, Refund, and Re-Setting Policy
30-DAY RETURN POLICY
Your Diamond Concierge will go above and beyond to ensure you are fully satisfied with your purchase. Should you be unhappy for any reason, Ada Diamonds is proud to honor a full 30-day return and refund policy. To initiate a return, submit a Customer Service Inquiry within 30 days of receipt of Ada merchandise through the website. Merchandise may be returned in person at the San Francisco locations by appointment or during our drop-in hours. Clients will be responsible for shipping, fully insured and double boxed, all returned merchandise back to Ada Diamonds through Fedex or UPS with receipt. Ada Diamonds may provide a return shipping label and deduct the cost of return shipping from a refund. Depending on value, Ada Diamonds may arrange for armored shipment, and will deduct any costs associated from total amount of refund. International clients are responsible for paying for, and fully insuring, return shipments. Any import tariff, taxes, or duties assessed and charged on return of goods to Ada Diamonds will be deducted from total amount of refund.
Finished jewelry must be returned in complete, original, out-of-the-box condition, with original grading certificates, if applicable. In other words, pieces worn during the 30-day period are no longer in original condition and are not eligible for return. Loose diamond purchases must be returned with the original grading certificate and in their original condition. Ada Diamonds will check to ensure both loose diamonds and set diamonds match their corresponding grading certificates. Finished jewelry must be returned in full; Ada Diamonds will not accept partial returns of finished jewelry, such as returning only the setting or only the loose diamond. Clients unsure about setting styles are encouraged to consider Ada Diamonds’ Proposal Setting program.
Once your return is received and confirmed, your refund will be processed in 5-7 business days to the original form of payment, when applicable. If necessary, your refund will be provided via check. Ada Diamonds will only provide refunds in the form of USD and cannot refund in other currencies or cryptocurrencies.
Returned items are not eligible for immediate re-purchase and must go through an extensive intake process. In other words, if a customer creates a custom setting and wants to “return” the ring then immediately re-purchase the ring in order to avoid re-setting fees, that is not an option. Please see below for re-setting and removal fees.
Items purchased from “Ready to Ship” that are returned within 30 days carry the following re-stocking fees:
Delicate Collection: $25 USD
All other Ready to Ship items: $75 USD
ITEMS NOT ELIGIBLE FOR RETURN OR REFUND
Jewelry that has been worn and is no longer in original, out-of-the-box, new condition is not eligible for refund or return.
Any commissioned diamonds are not eligible for refund or return and are considered final sale.
Any additional services such as upgraded shipping fees, secondary third-party gemological grading, engraving fees, or re-setting fees are not refundable.
Some custom pieces and loose diamond purchases may be ineligible for return and are considered final sale with pre-payment written confirmation and consent from the client.
If a client wishes to purchase a lab grown diamond outside of the quality levels approved by Ada Diamonds, or has been advised of potential issues in fabrication of a piece, Ada Diamonds reserves the right to revoke the return policy, so long as this notice has been given prior to a client paying any part of an invoice or deposit.
Solitaire engagement rings, as noted by a Diamond Concierge, are eligible for Ada's Proposal Setting policy. Proposal Settings may be returned within 18 months of purchase for re-setting by Ada Diamonds. The entire cost of the original setting may be applied toward the purchase of a new setting. The new setting must be of at least equal or higher value than the original setting.
LOOSE DIAMOND INSPECTION
To ensure you love a diamond prior to committing to a full piece of jewelry, we recommend purchasing the lab diamond loose. Subsequent to final payment, Ada Diamonds will ship the diamond to you. You will have 30 days to inspect and decide to keep or return the diamond. If you would like Ada Diamonds to set the diamond for you, you will be provided with a complimentary fully-insured shipping label to return the diamond to complete the custom design process. Should you elect to return the diamond and not set it with Ada Diamonds, you are responsible for return shipping. Please note that loose diamond inspection is limited to one diamond per client and is not a good way to see multiple diamonds in person.
RE-SETTING AND REMOVAL FEES
Upon placing a 20% deposit, your Concierge will work with you to develop a custom piece of jewelry using computer-aided design and photorealistic renderings. Ada's Concierge and Design team have years of experience creating beautiful, long-lasting jewelry, and will offer guidance and suggestions throughout the process. Ada Diamonds Concierges may also caution against design styles requested by clients for structural and aesthetic reasons, and will alert a client with written notice that the client's requests are ill-advised. Ada Diamonds' 30-day return and refund policy does not extend to re-setting a center diamond into a completely new design, should the client change his/her mind about his/her preferences for the setting.
Ada Diamonds reserves the right to enforce the following re-setting fees should the final piece of jewelry be compliant with the client's original requests and renderings, but no longer desired:
14kt and 18kt Solitaires: $500 USD
Platinum Solitaires: $1,000 USD
Custom non-solitaires: starting at $500 USD (client will receive a custom quote to re-set the piece of jewelry)
Should you decide to forego the setting after production, and the ring is in original, out-of-the-box condition, the client can receive full credit for a returned setting, less a removal fee starting at $500 USD (client will receive a custom quote to remove the center stone). Client is responsible for return shipping. If a client has been wearing the ring for some time and has decided that he/she no longer likes the setting, that piece is not eligible for a removal refund. Ada Diamonds would be happy to design and create a new setting starting at $500 USD (client will receive a custom quote to re-set the diamond into a new setting).
Due to the bespoke nature of our work, Ada Diamonds does not sell loose mountings or settings. Due to our jewelry warranty, Ada Diamonds will not set outside gemstones of any kind.
SF bay area and NY area residents are welcome to drop off a ring for first-time re-sizing at our San Francisco or New York locations at no charge. For those outside of these areas, a re-sizing fee of $50 USD will be required, which covers fully-insured shipping both ways. In the event a ring must be completely re-cast due to significant incorrect ring size (2+ sizes), a re-setting fee will be charged, starting at $500 USD. Please note that the complimentary re-size applies only to the first re-size. Clients are encouraged to re-size a ring only once. Additional re-sizes may incur an additional fee, which may be up to a full re-setting fee.
RINGS THAT CANNOT BE RESIZED
Strong Collection rings must be exchanged for a different size ring within 30 days of receipt. Eternity bands, and those rings for which a Concierge has provided pre-payment notice of inability to re-size, are ineligible for complimentary re-sizing and will require full exchange within 30 days. Due to the bespoke nature of Ada's eternity bands, re-stocking fees for eternity bands are quoted on a case by case basis and start at $400 USD.
Please note that all Strong Collection and Eternity Band exchanges that require different sizes will NOT be the same ring, but rather will be a replacement ring. Those looking to ensure the ring included in their nuptial ceremony remain their eternal rings are encouraged to consider non-Strong Collection and non-eternity bands that can be re-sized rather than replaced.
Ready to begin your bespoke piece? Schedule a consultation with an Ada Diamonds Concierge today!