We are confident that our fine diamonds and jewellery will exceed your expectations. However, in the event that you are not completely satisfied, we will do all we can to make it right. If we are unable to correct any problems, we will offer an exchange or refund, provided that you return your item within 10 days of its shipment.
Accepting Returns
We accept returns for refunds or exchanges on all diamonds and jewellery. Items that have been worn, altered or damaged in any way may not be accepted for return. Items may not be accepted if they are returned without all of the original documentation and packaging materials, as specified below.
Refunds
You can return your diamond or jewellery item within 10 days of shipment from KestaneJewellery.com for a full refund. Refunds on purchases made with a credit card will only be credited to the same card. Delivery charges are not refunded. Please allow one monthly billing cycle in order for your credit to appear on your credit card statement. Customers returning a partial order will be refunded for the returned items only. Refunds will be applied to any unpaid balances first.
Returns shipped from outside of Canada will need to have all customs and duty charges prepaid. Before shipping returns from outside of Canada, please call a KestaneJewellery.com customer service associate at 866 KESTANE (537-8263).
Exchanging Your Order
You can return your diamond or jewellery item within 10 days of shipment from KestaneJewellery.com, to exchange it for another selection. For an exchange, we will issue you credit for the price of the item (less any additional shipping upgrades you may have purchased). You can apply this credit to the purchase of any other selection of your choice. If the new item you wished to purchase costs more than the credit you have remaining, we will charge you the difference. If you have any questions about our return procedure, please don't hesitate to contact a KestaneJewellery.com customer service associate at 866 KESTANE (537-8263).
Policy on Comparison Purchasing
Comparison purchasing is when you buy several items with the intention of keeping the item you like best and then return the remaining items. We do not allow returns on comparison purchasing. The cost of making and re-stocking multiple items is simply too expensive. If you are concerned with making a jewellery purchase and would like to confirm the quality of a KestaneJewellery.com jewellery item, we would be happy to help you. Please call one of our jewellery experts toll-free at 866 KESTANE (537-8263) and we help you make a choice that is right for your needs.
Returning Your Order
KestaneJewellery.com merchandise is very valuable and requires that we take special precautions in shipment. To return a diamond or jewelry item to KestaneJewellery.com, follow the checklist below:
1. Call KestaneJewellery.com customer service at 866 KESTANE (537-8263) to get the Customer Service Department returned shipments address and to notify us of the return.
2. Secure your diamond or jewellery inside the original jewel box or bag. Make sure to include all packaging, including any protective wrapping. Don't forget to include your jewelry appraisal and the diamond certificate. (The diamond certificate carries a $250.00 replacement fee.)
3. Place it all inside a small cardboard shipping box, and cover the entire box with brown mailing paper (available at your local post office). A return box may have been included in your original package. You can also use a box from you local Post Office. Paper mailing tape is required so that ink stamps will print on your package.
4. Write your order number (this is found on your invoice - example: "523-1563") on the box next to the shipping address.
Ship the item by registered mail to our Customer Service Department (call us for the correct address), fully insured for the value of the item.
In order to protect the package against possible theft, please do not write KestaneJewellery.com, jewellery, rings, diamonds or any other word which might hint at the value of the package. KestaneJewellery.com can not be responsible for return shipping losses.
Please request a return receipt for your records.
Returns Processing Time
All requests for return or exchange will be processed after our jewellery expert inspects and verifies the condition of the item. Returns take approximately five business days to process upon receipt of the item.
We will notify you once we've received and processed your returned item. If you request a refund, your account will be credited within three days of this notification. (Please note that any unauthorized, improperly packaged, or non-insured returns will be returned to sender.) |
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