Return Policy

Returning your Diamond Experience™ and Diamond Experience Inc item



Returning your product is easy. Follow these easy steps below to return your parcel to the correct dispatch office of Diamond Corporation.

Important! Prior to returning your item, contact customer care to obtain a returns Waybill with its unique return ID. Be sure to select the correct item as Change-of-mind refunds are not permitted and excluded from our Returns & Exchange policy.

Please contact a jewellery professional at Diamond Corporation, South Africa TM for advice on metal choice, gem choice, style choice and finger size before making your final decision.

Read Refund Terms here >

Returns & Exchange Policy


Diamond Experience™ and Diamond Experience Inc guarantees its products to be made from the finest materials and free from defects in workmanship.

“Quality remains when the price is forgotten” reaffirms our belief that value is not only influenced by price, but by premium quality that will last onto the next generation.

Our refund & exchange policy has been tailored to ensure flexibility to best serve the needs of our customers.

Refund & Exchange policy


Standard product items
Diamond Experience offers a 14-Days Refund or Exchange on ‘Standard product’ items that does not meet the required quality standards. ‘Custom made’ items are excluded and no refunds and exchanges are permitted.

Definition : ‘Standard product’ item - “Any product item available for sale directly on dx.diamonds without any design choice or configuration option”

Definition : ‘Custom made’ item -
“Any product which is -

  1. ordered online using the Build-Your-Own configuration function on dx.diamonds or
  2. a product manufactured by appointment of a customer or according to customer specifications.

Warranty returns


In terms of the Consumer Protection Act (CPA) section 56 (read with section 55), all goods purchased by a consumer are subject to an implied warranty of quality and suppliers can not contract out of this provision. This means that a consumer has the right to receive goods which are:

  • Of good quality and are reasonably suited for the purpose for which they are intended for.

If within 30 days from date of purchase, the goods purchased at Diamond Experience are found to be in contravention of the above, a consumer is allowed any of the three R’s:

  1. Replacement;
  2. Repair; or
  3. Refund

Take Note: There are two types of returns and refunds:

The ‘change of mind / good will’ refunds -

In terms of these, suppliers/businesses are not obliged to accept the returned goods and refund the consumer. If suppliers/business do honour these it will be out of good will.

Those that are imposed by statutes -

Under the CPA, there are certain circumstances under which suppliers/businesses are obligated to accept the returned goods and refund the consumer with their monies.

Late Delivery


The Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) entitles you to cancel your purchase within 14 days’ notice if the products you have purchased are not delivered within the agreed delivery period as specified in the Diamond Experience terms and conditions.

The product(s) in question must be returned to dx.diamonds in its original state, including all original documentation. No refunds will be processed unless all original documentation is received back with the item.

Any such cancellation must be done by via the Diamond Experience call centre by either calling 086 110-6186 or emailing customers@dx.diamonds

Product shortages

Should a product you have ordered be:

  1. Temporarily unavailable, Diamond Experience will notify you thereof as well as the anticipated delay in delivery and, unless you agree to wait for the indicated delayed period for delivery, or accept delivery of another product instead or a credit on your Diamond Experience account, Diamond Experience will issue a refund in respect of that product to you;

  2. Permanently unavailable, Diamond Experience will notify you and, unless you agree to accept another product instead or a credit on your Diamond Experience account, Diamond Experience will issue a refund in respect of that product to you.

  3. Should you have redeemed a voucher or coupon against a product that is temporarily unavailable and you do not agree to an extended delivery period, or to accept delivery of another product instead, or the product is permanently unavailable and you do not agree to accept another product instead, Diamond Experience will reissue you with a replacement voucher to the same value, with the same voucher terms and conditions.

Defective products

If, within 30 days after delivery of a product to you:

  1. You find that the product is defective/faulty, unsuitable for the purpose generally

  2. Intended (or otherwise expressly indicated by Diamond Experience at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) ("defective"); and –

  3. You arrange to return such product to Diamond Experience for inspection in accordance with the returns procedure in clause 7 below, and the product is subsequently found to indeed be defective, you are entitled to either –

    • (a) be fully refunded, or

    • (b) have the product repaired or replaced at Diamond Experience’S expense:

      • The decision between repairing or replacing being that of Diamond Experience’s depending on availability and other relevant circumstances, and in this regard you acknowledge that sale / promotional products will usually only be able to be repaired).

  5. If the product is found NOT to be defective, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having such product returned to dx.diamonds and then redelivered to you.

  6. When is a product defective? Please note: the following are examples of things which will NOT be regarded as defects and will NOT entitle you to any repair, replacement or refund under the general warranty above: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.

Supplier’s warranty:

Certain products may come with a supplier's guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.

Exclusions



You may not under any circumstances return the following:

  1. Non-defective products that have been "made to order". (You will be notified in the relevant Online site if the products are "made to order".) “Made to order” items are product that are no longer in stock, product that have been discontinued or product that aren’t available in certain metal, gem type, gem size or style size.

  2. Non-defective products that have been “custom-made” by client instruction. (You will be notified in the relevant Online site if the products are "custom-made") “Custom-made” items are items manufactured by appointment or instruction of a customer, according to a customer design, aesthetic or functional specifications.

  3. For hygiene reasons, due to their nature: non-defective earrings.

  4. Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorized by Diamond Experience.

Returns and Packaging Information


To return or exchange your gift selection to Diamond Experience please follow the instructions included with your package. Or follow the instructions set out below on How to return my package?

Merchandise will be available for refund, or exchange (excluding any shipping charges) providing it is returned in the same saleable condition as when purchased, within 14 days of the date of purchase and if accompanied by the original sales receipt.

Refunds will be issued to the original form of tender.

Kindly note*

Diamond Experience does not accept exchanges or refunds on any promotional, sale, engraved or customised pieces.

If you have any questions please contact Customer Service at cell: +27 861 106 186 or customers@dx.diamonds and a jewellery professional will be on hand to assist you from 9am to 5pm Monday to Friday. Closed on Sundays and public holidays.

Important considerations:


  • Return all the original packaging. You may be liable for the replacement cost of the packaging and collateral material. For example, the diamond certificate is unique and carries a ZAR 1500 to ZAR 5000 replacement fee.

  • International shipments: Your Invoice will be provided to you in draft form by one of our Diamond and Jewellery Professionals. Please complete and make three copies to expedite the processing of your shipment with an international carrier.

  • Address your package. You will receive the address of a special destination for returns. For security reasons, DO NOT write Diamond Experience or Diamond Experience anywhere on the outside of the box. Rather state Diamond Experience

  • Call before returning items. Any unauthorized, improperly packaged, or non-insured packages will be returned to sender. Items that have been damaged in any way cannot be accepted for return.

Diamond Experience reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/ or to cancel any purchase partially or completely, with notice given to you. Diamond Experience will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.