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Returns & Refunds

While every effort is made to select the best quality diamonds for our clients the first time, however due some reason, you are not satisfied, then you have to inform us and maintain all our packaging, goods, Grading Certificate, documents in original condition.

 

We at the 16diamonds.com reserves all rights with respect of any return of Products. For the avoidance of doubt, no return is acceptable without the authorization of 16diamonds.com.

 

All requests for return must be made within 30 days of receipt of the Product(s).

 

The packaging of your returned Product must be sent back to us, or it will not be accepted for return unless the Product is faulty by 16diamonds.com’s error

Your Product must be returned with original packaging included original packaging materials, certificates (including diamond certificates pursuant to Condition 13.5 of these Conditions), guarantee letters and courier envelope / carton box with the airway bill number intact.

 

Prior to returning your Product, please e-mail to our Customer Service Department at support@16diamonds.com to request a replacement and obtain a Return Code Number.

If the returned Product is faulty by our error, a replacement will be made. In such case, 16diamonds.com shall send you a notification via email. There will be no cost of replacement Products nor any charges with respect to shipping and the handling process. Please note that it may take up to 2 to 3 weeks for 16diamonds.com to replace a Product.

 

Please note that it takes 14 business days to process returns of loose diamonds and 21 business days to process returns of Jewellery after the relevant Product is in receipt at 16diamonds.com’s office. Please note the original shipping and handling charges are not refundable.

 

All returns and exchanges must have a Return Code Number. Returns may be subject to restocking fee and handling fees. To obtain a Return Code Number, please e-mail to our Customer Service Department at support@16diamonds.com. Without prejudice to the provisions of this Clause 7, 16diamonds.com may accept an unconditional exchange for shipments of loose diamonds.

 

16diamonds.com may reject any return if the Product does not meet the conditions required for returns. All return shipments must be insured and are made at your own expense unless authorized in writing by 16diamonds.com’s Customer Service Department.

 

You shall notify 16diamonds.com of the airway bill number, courier details and date of dispatch, and confirm all relevant details with 16diamonds.com via e-mail at support@16diamonds.com.

Note : No return or exchange is permissible on sale items or promotional items.

Note : If you purchase a Product through 16diamonds.com’s designated agents, then the return of such Product will not be entertained by www. 16diamonds.com. In such case, you will need to approach the same agent which was responsible for your purchase, who shall liaise with 16diamonds.com in relation to all after-sales matters.

 

 Return Shipment Process

For return shipment, we have processes in place. Please read below the instructions and follow each step precisely.

Step 1)   For return process, you need to inform our Service Representatives at support@16diamonds.com to inform us and at the same time obtain Return Reference Number.

 

Step2)   You will receive via email the below information :
a) Return Reference No. b) Invoice for goods c) AWB Instructions d) Which courier to return the goods from, in your area. e) Insurance company details for insuring the return shipment.

 

Step-3)   Kindly Print the Invoice and advise us when your parcel is ready.
Address : Unit 911-912, Heng Ngai Jewelry Centre, No. 4, Hok Yuen Street, Hung Hom, Kowloon, Hong Kong.
Tel. :( 852) 2375 8018

 

Step4)   Please pack the goods only in the Couriers provided Box.

 

Step5)   Please include our original Invoice and Appraisal Certificate and any gift if received with the returnable shipment.

 

Step6)   All return shipments must be freight prepaid to the courier.

 

Step7)   Insurance must be covered with our nominated Insurance Company

 

Step8)   After the parcel has been picked up by the Courier, you need to inform us via email immediately the Air Way Bill Number( called as AWB) and date of shipment for our further processing.