Returns are simple, but are subject to certain rules:
Packages without a return authorization number clearly displayed on the outside of the package will not be accepted for refund.
The item MUST be received at BetterThanDiamond WITHIN FORTY (40) DAYS from the date your order was delivered to you (as verified by UPS) from BetterThanDiamond.com. Any items received after (40) forty days from the arrival date will not be accepted for refund.
Each item must be returned in the same condition as it was sent, unworn and undamaged. Damaged goods due to client negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt, etc. will not be accepted.
For rings, the original BetterThanDiamond security tag must still be on the item in order for refunds to be processed. BetterThanDiamond will not process the refund otherwise.
Please ensure the decorative packaging for the jewelry item is returned in as-new, undamaged condition! If we cannot re-use the box (due to taping the outer white box together, failing to return the inner foam liner, outer white cardboard box, and/or the inner decorative box), then we will need to charge you $15 for the box.
We offer a full refund on the price paid for most items, less shipping charges, with the exception of rings, customizable items, and orders containing multiple loose stones, which are subject to additional return fees explained below.
Shipping charges are not refundable - items with free shipping for the order will have a $15 charge deducted to cover lost shipping fees.
Important for ring and customizable item orders - 10% lost labor fee: Because we customize our rings, and some of our pendants and earrings to your exact specifications (your exact ring size, prong style, choice of stone orientation, set high, set low, center stone, etc) there is a 10% lost-labor fee for all returned items that fall within this category.
A 10% lost labor fee will be charged for any cancelled or changed ring or customizable item orders older than 24 hours: This includes cases where you have ordered, and then cancelled or changed before receiving delivery...please do not place an order until you are confident in your selection.
Our goal is to deliver you the ring of your dreams, and to do that we allow you to customize your ring order to your specifications and our setters strive to complete your ring to Tiffany's quality. However, to do this at our current pricing requires that we charge lost labor fees on returned rings and cancelled order rings due to unrecoverable labor costs and the near impossibility of matching customized rings (which we have been customized by you to your taste) to future customers. Returned rings must be torn down to their component parts, and the prong heads melted back down (prongs are non-reusable), which incurs further unrecoverable labor costs on our part. We must charge this restocking fee to partially offset our unrecoverable labor costs in order to continue to sell our rings at internet-direct pricing. The same 10% restocking fee applies to ring order cancellations.
Important for orders containing multiple loose stones and ready-to-ship items - 3% restock fee: Our loose stone and ready-to-ship inventory is often limited in certain cuts and sizes and to order multiple loose stones or pairs of earrings for viewing, comparing, and returning at a later date means that you are potentially depriving someone else the opportunity to order the stone that they really want. On top of that, we must clean, inspect, and return every loose stone or ready-to-ship piece of jewelry to inventory, which incurs labor costs on our end. Hence, for orders containing more than one loose stone, or pair of earrings, or pendant, or necklace, there is a 3% restocking fee for each item returned. In order to prevent people from making multiple single item orders to get around the restocking fee, the 3% restocking fee will be applied to returns from all consecutive orders made by the same customer or sent to a similar shipping address within a 60 day period.
Once an RMA is issued, the item MUST be received at BetterThanDiamond no later than fourteen (14) days after the 40 day return period ends. Items must be dated as shipped within the 40 day return period, two additional weeks are allowed for transit. Any items received after this time will not be accepted for refund.
Shipping charges are not refundable. In the event the item returned was shipped by BTD with free shipping (normally orders over $300), a $15 shipping fee will be deducted from the return to offset lost shipping cost.
Special orders and auction items cannot be refunded unless there is an error on behalf of BetterThanDiamond.
BetterThanDiamond will not refund shipping, handling and insurance charges for shipping the returned item back to BetterThanDiamond. BTD will refund shipping and handling costs only if the return is a result of BTD's error. Refunds will be made in the same form as the original purchase.
We will not 'trade-in' or 'exchange' purchases after the 40 day return period has expired. Thus, we will not accept requests to 'trade-in' your previous setting for a new setting we have made that you like better after your purchase, or to 'trade-in' your stone of one cut for a new cut that we have recently offered, or to trade-in for a different metal (i.e. yellow gold for platinum).
Returns take approximately three business days to process upon receipt of the item. We will email you to notify you once your return has been processed.
Please note: Once we issue the refund, the funds are pulled from our account that same evening. However, it may take up to 10 business days before the credit shows on your card. This is because the funds must move from:
BetterThanDiamond -> Paypal PayFlow Pro -> Elavon -> Your bank's card processor -> Your bank or actual card issuer -> Your credit card.
Thus, we have no way of 'speeding up' how long it takes to show on your card. Once we issue the refund, it it out of our hands and we cannot influence the time it takes to show on your card. You may contact your card issuer to enquire as to the return credits status if you wish.
Again, please ship all return items WITHIN 40 DAYS of the date your order was delivered to you, along with all of its original materials. If you have any questions, contact one of our customer service representatives.
(Note: You may leave a voice mail with any questions but please provide a return email address - we will reply in email:
425-818-2053 (PST Time Zone)