At NEWWORLD DIAMONDS, we craft each piece with meticulous attention to detail, ensuring it meets the highest standards of quality and elegance—much like the trust we strive to earn from you. We understand that sometimes a piece may not perfectly align with your vision. Our Returns & Exchanges policy is designed with the same commitment to clarity, care, and convenience that defines your entire experience with us.

Our Promise: If you are not completely satisfied with your purchase, you may return or exchange eligible items within 15 days of the delivery date. All items must be in their original, unworn, and pristine condition, with all tags, certificates, and packaging intact.

1. Eligibility & Conditions

To be eligible for a return or exchange, your item must meet the following criteria:

  • The return request is initiated within 15 days of the delivery date.
  • The item is in its original, unworn, and saleable condition.
  • All original packaging, certificates (e.g., diamond grading reports), tags, and documentation are included and undamaged.
  • A valid proof of purchase (order number) is provided.

Non-Returnable Items

To preserve the integrity and sanctity of certain collections, the following items are final sale and cannot be returned or exchanged:

  • Engagement Rings & Bridal Sets: Due to their deeply personal and often customized nature, all items under our ENGAGEMENT RINGS, Bridal Sets, and Bridal Earrings collections are considered final sale unless defective.
  • Customized or Personalized Pieces: Any item that has been specially ordered, engraved, or altered to your specifications.
  • Eternity Rings & Eternity Bands: As these symbolize an unbroken circle of commitment, they are final sale.

*This policy is designed to respect the symbolic significance of these pieces, much like the trust inherent in life’s most profound moments.

2. Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request

Within 15 days of delivery, please contact our Customer Care team at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template below for clarity.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear NEWWORLD DIAMONDS Customer Care, I would like to request a [return/exchange] for my order placed on [Order Date]. Order Number: [Your Order Number] Item(s) for Return/Exchange: [Product Name, SKU if available] Reason for Return/Exchange: [Please provide brief details] I confirm that the item(s) are in original, unworn condition with all packaging and certificates intact. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Product Name/SKU] (Note: Price differences may apply) [ ] Store Credit Shipping Address for Exchange (if different from original): [Your Full Name] [Street Address] [City, State, Postal Code] [Country] Please provide the return authorization and instructions. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number (Optional)]

Step 2: Receive Authorization & Instructions

Within 1-2 business days, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including the secure return address.

Step 3: Ship Your Return

Carefully pack the item in its original packaging, include all documents, and affix the provided return label. We strongly recommend using a trackable and insured shipping service (such as DHL, FedEx, or EMS) and retaining your proof of postage. Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective item.

Step 4: Inspection & Processing

Once we receive your return, our quality team will inspect it within 3-5 business days to ensure it meets our eligibility conditions. We will notify you via email once the inspection is complete.

3. Refunds & Credits

Refund Timeline & Method

Upon approval of your return:

  • Timeline: Refunds will be processed within 7-10 business days after we receive and approve the returned item.
  • Method: The refund will be issued to your original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Please note that it may take an additional 5-10 business days for the refund to appear on your bank or card statement, depending on your financial institution’s policies.
  • Store Credit: If you opt for store credit, an electronic gift card will be emailed to you immediately upon approval.

Original shipping fees are non-refundable. For exchanges, any price difference will be charged or refunded accordingly.

4. Exchanges

To exchange an eligible item for another piece from our COLLECTIONS (such as Accents, Bracelets, or Color Diamonds):

  1. Follow the return process above, indicating your desire for an exchange and the new item details in your request.
  2. Once your return is approved, we will promptly ship the new item to you. Standard or free shipping (for orders over $50) will apply to the new shipment.
  3. You will be responsible for any price difference, taxes, or duties applicable to the new item.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with photos of the item and its packaging. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

For any questions regarding our Returns & Exchanges policy, we are here to assist. Our commitment to your satisfaction is as enduring as our diamonds.

NEWWORLD DIAMONDS Customer Care
Email: [email protected]
Postal Address: 4534 Robinson Lane, Columbus, US 43215

We are honored to be part of your story.

Last Updated: April 2024