We have different policies with regards to Return and Exchange for purchases made in-store and for purchases made online.
For Purchases Made In-Store
In general, we do not accept returns or exchange if you made your purchase in-store.
All goods must be carefully inspected yourself upon collection of your order(s). Our staff are always available to assist you in using gemological instruments such as microscopes, precision electronic weight balances, and gemological grade 10x loupes in order to inspect the quality of your jewellery.
Upon acceptance of your goods, you must sign on the official invoice as evidence of your acceptance of the quality. Once this has been signed, we will not accept any returns or exchanges.
For Purchases Made through Online Ordering
For customers who live outside Hong Kong and cannot visit our Retail Store in person to inspect the final products and rely on our world-wide free delivery, we appreciate your trust. Your complete satisfaction is our priority, so if you require a return or exchange for any reason, we do offer a 7-day return or exchange policy for items in the "Original Purchase Condition"
“Original Purchase Condition” means that the merchandise is:
(1.) still in its original packaging with all the certificates, warranties, authenticity cards, and the original invoice intact;
(2.) unworn, unused, unaltered and in the condition originally sold; and
(3.) not damaged in any way.
Please note that some items cannot be returned due to their product nature. These “Excluded Items” include:
(1) Engraved products; and
(2) Custom-made products such as rings that are made to customer’s finger size.
Return or exchange of excluded items may be accepted in rare cases at the discretion of Belgium Diamond House. This is considered on a case-by-case basis.
Sending goods to us
For items purchased online which you believe are eligible for return based on our policy above, please first contact us at firstname.lastname@example.org with the details of the product and the reason for requesting a return.
Once we give you confirmation, you can send your item to our retail shop in Hong Kong in “Original Purchase Condition” within 7 days of its delivery to you at your own cost (including any shipping fees, taxes and duties). For customers in China, please do not send directly to Hong Kong. We will instead have a Collection Centre located in Shenzhen for you to send it to.
Unidentified returns of products may be returned to the sender. Please do not send back your product prior to communicating with us.
Upon receipt of the returned product, our team will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we will replace the product or refund the purchase price using the original method of payment.
Receiving a Refund
Once we have accepted your returned merchandise and accepted that you are entitled to a refund, we shall refund the amount you paid.
Credit card and PayPal purchases will be refunded against the credit card or account used for the purchase within reasonable processing time.
Please note that special handling fees and taxes or duties paid or payable by you at the time of the purchases are non-refundable. However, you may be able to claim local taxes or customs charges back directly from your local custom office.