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| Home > Return Policy |
| Return Policy |
Our return policy is applicable *world-wide*:
Purchases from BetterThanDiamond.com should always meet or
exceed your expectations. However, if for any reason
you are not satisfied, we are pleased to offer a fourteen
(14) day return policy on all purchases.
*Exchanges: We
do not offer the traditional exchange process - rather, we
handle exchanges as the return and credit (to your original
credit card) of one or more items, after which you can
re-order the new item(s) you desire via our website as a new
order.
We have switched to this policy to avoid mistakes that can
occur when an employee is attempting to order the new item
on your behalf (esp. when reading a handwritten note which
is normally what was included with exchanges) - this way you
can ensure the order is exact, and can verify other details
including shipping address, etc. Thus please simply
use the return directions below to initiate your exchange
and you can re-order the alternative item after receiving
your credit.
To
return an item, please verify you
understand our return policy conditions below
and then simply:
1. Contact
us to inform us that you will be returning the
item and to obtain your RMA number (RMA = return
merchandise authorization). Ideally, we'd love
to hear the reason for your return, but it is not
required. However, it is
required that you obtain an RMA or the return will not
be processed.
The reason for the RMA is to ensure we can quickly
identify where the return came from, as we sometimes
would receive an item back with no information as to
who it came from or who to credit, resulting in a lot
of wasted time and effort to simply process a
return...hence the requirement for the RMA to be
issued and on the front of the package.
*Please
DO NOT call for an RMA. As we do
not provide phone support, we do not check voicemail
every day and your RMA will most likely be delayed if
you ask for it by leaving a message on our voicemail
system. All emails will answered within 2
business days.
2. Ensure you are returning all the original
decorative packaging in *as new* and resell-able
condition (i.e. normally the wood ring or earring box,
the foam outer liner for the wood box, and the white
cardboard outer box). Do not tape the outer
white cardboard box! If any part of the gift box
or its related packaging is not returned or damaged
(including failing to return the foam liner or the
white outer decorative box), we will have to charge
you $15 for replacing the decorative box as we
cannot re-use if either item is damaged or missing!
3. Secure your item and all of the original
packing materials, including receipt, in a plainly
wrapped cardboard box (the post office has these
available if you do not).
4. Send the package via a traceable carrier so
that you can track your package if necessary.
BetterThanDiamond will not send email confirmation for
packages received. For your
protection, please insure the package for the full
amount of the invoice plus shipping charges. BetterThanDiamond.com is not responsible for items
lost or damaged while shipping.
*If you send your
return via any form of USPS signature-required mail,
please expect a one to two week delay in addition to
the regular processing time for returns.
5. Clearly print your name and address on the
outside of the package in the return area.
Mail the package to:
BetterThan.com
Attn: Returns/RMA# [your RMA number here]
18336 Redmond Fall City Road
Redmond, WA 98052
Please be careful: You should NOT write our full
company name (BetterThanDiamond), jewelry, diamonds or
other luxury-related words anywhere on the package, as
this invites possible theft of the package.
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Conditions of Return:
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 FOURTEEN (14) DAYS from
the date of receipt of the order (as verified by
UPS) from BetterThanDiamond.com. Any items
received after (14) fourteen 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 100% refund on the price paid
for all returns, with the exception of rings
and orders containing multiple loose stones.
Important
for completed rings: Because we
customize our rings to your exact specifications
(your exact ring size, prong style, choice of
stone orientation, set high, set low, etc) there
is a 10% lost-labor fee
for all returned rings that have been shipped as
ready-to-wear rings. This
includes cases where you have ordered, and then
cancelled before we have shipped your ring, as
we will still lose labor that was done on your
order once placed (casting, assembly and sizing
to your ring specifications).
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: Our
loose stone inventory is often limited in
certain cuts and sizes and to order multiple
loose stones 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 to
inventory, which incurs labor costs on our
end. Hence, for
loose stone orders containing more than one
loose stone, there is a 3% restocking fee for
each loose stone returned. In
order to prevent people from making multiple
single stone orders to get around the restocking
fee, the 3% restocking fee will be applied to
returns from all consecutive loose stone orders
made by the same customer or sent to the same
shipping address within a 15 day period. |
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| Additional
Notes: |
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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 14 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). |
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| Return
Time: |
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Returns
take approximately five business days to
process upon receipt of the item. We will
email you to notify you once your return has
been processed.
Again, please return every item WITHIN 14 DAYS
FOLLOWING THE DATE you received your purchase,
along with all of its original materials. If you
have any questions, contact
one of our customer service representatives.
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