Refund and Returns Policy

Overview

We always love to make our customers happy, however we understand that there are times when not everything always works out as planned. Perhaps your partner had a different diamond or design in mind. What ever may be the reason, at Cairn Diamonds we are very happy to offer 14 Day Exchanges to our clients to ensure you have complete peace of mind when making your purchase. We are very confident in the Quality of our products / creations and know that we won't need to refund due to these reasons.

However, all of this into account, there are certain costs related to manufacturing of jewellery which as a company cannot be reclaimed and are lost. Due to this, on certain items such as Made to Order jewellery (Those which have been specifically created for you have to deduct these manufacturing/ workshop related costs. Depending on the piece, these costs can total to between 5-10% of the order value based on its complexity to craft. Our returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging including any relevant GIA/IGI certification.

Exemptions of the Refund / Exchanges Policy

Several types of goods are exempt from being returned or exchanged. We are unable to offer a refund or exchange in any situation for the following:

Bespoke Orders
Suppliers Diamonds or Gemstones
Personalised Items

Due to the bespoke / personalisation the item/s which have been through multiple stages of approval to your personal specifications they are not able to be reused.

Suppliers are unwilling to except diamond back that have been purchased specifically for an order. Please contact us to see if your desired Diamond / Gemstone is from one of our trusted suppliers.

Additional non-returnable items:

Not reusable / modifyable goods such as two tone wedding rings or Full coverage diamond rings. This is because these Jewellery items have been made exactly to your size and preference are not able be resized and used again in the future. We also do not accept any returns on Earrings on the basis of hygienic reasons.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery

Refunds

Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 working days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund appears on your statement balance.

If you’ve done all of this and you still have not received your refund yet, please contact us at clientservices@cairndiamonds.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at clientservices@cairndiamonds.com.

Shipping returns

To return your product:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. If based in London physical collection/ dropping off may be organised with us. We don’t guarantee that we will receive your returned item.

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