Return And Exchange Policy
ONLINE & PHONE ORDERS
The Jewelry Exchange completes customer satisfaction. We take pride in the quality and workmanship of our merchandise manufactured in our state-of-the-art factory and are confident that you will be completely satisfied. If you decide to return your original purchase made online or over the phone, for any reason at all, The Jewelry Exchange will refund your item(s) as long as the package is postmarked by the 15th day of you receiving the item(s). Exchanges will process, as long item(s) is postmarked within 30 days from the date received. All exchanges and upgrades are final.
A Restocking Fee applies to all custom-built items, the restocking fee is 25% of the total invoiced amount or the total cost of labor and materials for setting, and sizing will deduct from the refund amount. Freight and labor charges will not be refunded. Labor charges include but are not limited to the setting of a diamond or gemstone, ring sizing, or the conversion of earring posts from standard friction backs to screw backs. Please ensure that the contents of the package are in their original condition and secure within the Jewelry Exchange box. For security reasons, do not indicate the contents on the exterior of the package. Do not forget to include the diamond certificate, if applicable: a $100 fee applies to any missing diamond certificate. We recommend returning the package to us by registered mail insured for the amount of the item(s).
Please mail the package to the address below and confirm that your name and address printed on the outside of the package:
Attn: Customer Service Center
15732 Tustin Village Way
Tustin, CA 92780
The Jewelry Exchange will process your return upon receipt of the package. Returns or exchanges must accompany by the original sales receipt. Upon receipt, we must confirm that the returned jewelry is not damaged or suffered excessive wear and tear during the 15-day return or 30-day exchange period.
Order Processing & Shipping Disclaimer
Please allow 24-48 hours for order processing on all in-stock merchandise, any labor repairs or service adjustments may extend order processing. Diamonds listed on our both located on site and located in stores. It may take an additional 3 days to process an order. If you would like to view a particular diamond in-store we ask that you make an appointment.
Please keep in mind estimated times and our guidelines. An order processing period is separate from shipping.
All orders placed after 3:00 pm Pacific Standard Time will begin processing the following business day.
Backordered and pre-order items do not begin processing until inventory received at our fulfillment center. For further inquiries on the shipping timeline please call us at 714-707-3572.
Exchange & Upgrade Policy
ONLINE & PHONE ORDERS
All exchanges must include the original sales receipt. Any item(s) may be exchanged within 30 days. All exchanges and upgrades are final. The greater of either 25% of the total invoiced amount or the total cost of labor and materials for setting, sizing, and otherwise customizing can deduct from the exchange amount.
Labor charges include but are not limited to the setting of a diamond or gemstone, ring sizing, or the conversion of earring posts from standard friction backs to screw backs.
All loose diamonds, diamond stud earrings, and diamond solitaire pendants may be exchanged within 90 days of purchase. After the initial 90-day period, loose diamonds, diamond stud earrings, and diamond solitaire pendants may be exchanged for 80% of the original price if returned undamaged. Freight and labor charges will not be credited to your exchange item.
NO RETURNS OR REFUNDS on in-store location purchases, exchanges only. All exchanges must be accompanied by the original sales receipt. All items except for custom and special orders may be exchanged within 30 days. All loose diamonds, diamond stud earrings, and diamond solitaire pendants may be exchanged within 90 days of purchase. After the initial 90-day period, loose diamonds, diamond stud earrings, and diamond solitaire pendants may be exchanged for 80% of the original price if returned undamaged. The cost of labor and materials for setting, sizing, and otherwise customizing may be deducted from the exchange value.
Double Value Guarantee
We guarantee the retail value of all finished jewelry manufactured by the Jewelry Exchange and not requiring center stones or customization, priced under $3,000, to appraise for double the purchase price.
Because appraisers influenced by competitors as well as customers, only appraisals prepared by Gemologists from the Jewelry Exchange list of independent appraisers (which are not affiliated with the Jewelry Exchange) or NAJA members that do not sell jewelry will be accepted. If the appraiser underestimates the carat weight of the item, The Jewelry Exchange reserves the right to prorate the appraised value to the actual weight. Any attempt by the consumer to influence a lower value on the appraised item will void the guarantee. Appraisals must be done within 30 days of purchase. The Jewelry Exchange DOES NOT do appraisals.
If the main item appraises for less than double the purchase price, the Jewelry Exchange reserves the right, at the option of the Jewelry Exchange, to either issue a full refund for the item (upon return of the undamaged item) and the cost of the appraisal or to issue a store credit for the difference between the purchase price and half of the appraised value.
Since there are no factory savings on loose diamonds, custom and special orders, and most items over $3,000, our double-value guarantee does not apply.
1-Year Limited Warranty
All of our guranteed jewelry to be free from defects in workmanship and materials for one year after the date of purchase. This warranty does not cover normal wear and tear or damage caused by the customer. The warranty includes the repair or replacement of the item at the discretion of the Jewelry Exchange. Any work performed by a jeweler other than the Jewelry Exchange automatically voids the warranty. THIS WARRANTY IS NOT AN INSURANCE POLICY. It is the responsibility of the customer to maintain insurance against loss or damage not covered by the warranty.
Jewelryexchange.com does accept checks as a form of payment, although for promptness and convenience we highly recommend that all orders processed on our website using a credit card or by using one of our instant credit methods. At this time we ONLY accept Cashier’s Checks (or Certified Bank Checks) and Money Orders as alternative forms of payment. All check orders MUST include the following items: driver’s license number, phone number for check verification, and physical home address. All orders will be subject to an Identity Verification process as an added security measure. As different banks process checks at different rates, please allow 3 – 4 weeks as a grace period for check clearance. Upon check clearance, your order will be shipped using the shipping method purchased on the order. A customer service representative will contact you with your Tracking Number upon shipment.
How We Charge Your Bank Account
After placing your order online or over the phone, the Jewelry Exchange will only charge your bank account once we ship your item out.
Soon after placing your order, you should see a $1 pending transaction from ‘JEWELRY EXCHANGE TUSTIN CA’. This is not a charge and merely allows us to ensure your account is valid. This is not collected by the Jewelry Exchange and will return to your available balance within a business day. Once this process validates your account, you will see a pending transaction for your order amount, and that amount debited from your available balance.
Note: Most banks drop a transaction from pending status and credit those funds back to your available balance if the transaction has not charged within 5-7 days; therefore, if your order requires more than 5-7 days to complete and ship, you will have not yet been charged and may see the pending transaction disappear from your bank account and the funds credited back into your available balance. These funds debited from your account immediately upon shipment without reappearing as a pending transaction.
For further information on how your particular bank posts, displays, and updates transactions within your online account, please contact your bank.
All returned checks will be subject to a minimum fee of $25.00. If the Jewelry Exchange or its agents institute any action to enforce payment of a check returned for any reason, including stop payments, the buyer agrees to pay all costs associated with the collection, including but not limited to court costs and attorney fees.
Low Price Guarantee
ONLINE & PHONE ORDERS
If within 30 days of the purchase date, the customer finds an equivalent item at a lower price that is in stock and offered for sale to the general public from an online jeweler; the Jewelry Exchange will refund the customer’s purchase price in full including the cost of shipping the item back to us. The item must be of equal or better quality and make. The Jewelry Exchange reserves the right to verify the online price and quality of the item within seven days of notice before refunding any amounts due. The customer must return the goods by confirmed signature verified delivery as proof of receipt by the Jewelry Exchange.
If within 30 days of the purchase date, the customer finds an equivalent item at a lower price that is in stock and offered to the general public from a retail jewelry store within fifteen miles of our location; the Jewelry Exchange will refund 120% of the difference. The item must be of equal or better quality and make. The Jewelry Exchange reserves the right to verify the price and quality of the piece within seven days before refunding any amounts due.
There is a six (6) month layaway period. Payments are due every 30 days from the date of purchase. If during the layaway period no payment is received for 90 days, the merchandise will return to stock and a store credit will apply for all payments made. Layaway payments are non-refundable.
For each visitor to our website, our web server automatically recognizes only the consumer’s domain name, but not the e-mail address (where possible). We collect only the domain name, but not the e-mail address of visitors to our website, the e-mail addresses of those who communicate with us via e-mail, aggregate information on what pages consumers access or visit, user-specific information on what pages consumers access or visit and information volunteered by the consumer, such as survey information and/or site registrations.
The information we collect is used for internal review and is then discarded, used to improve the content of our website, used to customize the content and/or layout of our page for each consumer, used to notify consumers about updates to our website, and used by us to contact consumers for marketing purposes. If you do not want to receive e-mails from us in the future, please click here. If you supply us with your postal address online you will only receive the information for which you provided us your address.
This website and all of its content are the property of:
Goldenwest Diamond Corporation
15732 Tustin Village Way
Tustin, Ca 92780