Refund & Return Policy
Your satisfaction is guaranteed. We offer a generous 30-day return period — double the EU standard — so you can buy with complete confidence.
30-Day Money-Back Guarantee
At Diamantwerp, every certified diamond comes with a 30-day full refund guarantee — that is double the EU-mandated 14-day cooling-off period. We have been serving customers from the Antwerp Diamond District since 1987, and we want you to be 100% satisfied with your purchase. If your diamond does not meet your expectations, simply return it for a full refund. No questions asked.
Return Period & Conditions
Return Window
You have 30 calendar days from the date of delivery to initiate a return. The 30-day period begins the day after you receive your diamond.
Condition Requirements
To qualify for a return, the following conditions must be met:
The diamond must be returned in its original, unworn and undamaged condition. All original packaging must be included, along with the diamond grading certificate (GIA, HRD Antwerp, or IGI) and any accompanying documentation. Diamonds that have been set into jewellery, altered, or damaged after delivery cannot be accepted for return.
Important: Please retain all certificates and original packaging upon delivery. Missing certificates may result in a deduction of up to €150 per certificate from your refund amount.
How to Return Your Diamond
Returning a diamond to Diamantwerp is straightforward. Follow these three steps:
Register Your Return
Send an email to questions@diamantwerp.be or use our contact form. Include your order number and reason for return. We respond within one business day.
Receive Your Return Authorisation
You will receive a Return Authorisation Number (RAN) and secure shipping instructions. For security, do not write "Diamantwerp" on the outside of the package.
Ship Your Diamond
Package securely with all documentation and the RAN enclosed. Ship via insured, trackable courier. Share your tracking number with us by email.
Return Shipping Costs: Return shipping costs are the responsibility of the customer, unless the diamond is defective or was incorrectly delivered. We strongly recommend insuring your return shipment for its full value.
Refund Process
Inspection & Approval
Upon receiving your return, our gemologists will inspect the diamond to verify it matches the original item and is in its original condition. This inspection is typically completed within 2 business days of receipt.
Refund Timeline
Once the return is approved, your refund will be processed within 14 calendar days. The refund will be issued using the same payment method as your original purchase — whether that is credit card, bank transfer, or PayPal. Depending on your bank, it may take an additional 3–5 business days for the refund to appear on your statement.
Full Refund: You will receive a full refund of the purchase price. Original outbound shipping costs are refunded as well. Only the return shipping cost remains at your expense (unless the item was defective or incorrectly delivered).
Exchanges
Would you prefer a different diamond rather than a refund? We are happy to help. Contact our team to discuss an exchange. We will guide you through our collection to find a diamond that is the perfect match for you.
Exchanges follow the same 30-day return window. If the replacement diamond differs in price, we will either refund the difference or invoice the additional amount. Exchanged items are subject to one further exchange or return within 30 days of the new delivery date.
Exceptions & Non-Returnable Items
The following items are not eligible for a full cash refund, but may qualify for exchange or store credit:
Special orders and custom-cut diamonds — Diamonds sourced or cut to your specific requirements cannot be returned for a refund, as they are made to order. However, if the delivered diamond does not match the agreed specifications, we will offer a replacement or full refund.
Discounted and promotional items — Items purchased during sales or with promotional discounts are eligible for exchange or store credit, but not for cash refund, unless required by law.
In-store purchases — Diamonds purchased and inspected in person at our Antwerp office are not subject to the distance-selling cooling-off period, as you had the opportunity to evaluate the diamond before purchase. Our 30-day return policy applies exclusively to online and distance purchases.
Defective Items & Incorrect Deliveries
Defective Products
In the unlikely event that you receive a diamond with a defect not disclosed in the grading certificate, please contact us immediately. We will arrange a free return shipment and offer you the choice between a replacement diamond or a full refund including all shipping costs. Under EU law, you are entitled to a two-year legal guarantee on all products purchased from us.
Incorrect Deliveries
If you receive a diamond that does not match your order — wrong carat, colour, clarity, or shape — please email us with photos and details within 48 hours of delivery. We will resolve the situation promptly at no cost to you, either by sending the correct diamond or processing a full refund.
Your EU Consumer Rights
As a Belgian company operating within the European Union, Diamantwerp fully complies with the EU Consumer Rights Directive (2011/83/EU). Key protections include:
14-Day Right of Withdrawal — For any online purchase, you have at least 14 calendar days from delivery to cancel the contract without providing a reason. Our 30-day policy exceeds this minimum.
Two-Year Legal Guarantee — All products sold within the EU are covered by a two-year legal guarantee against defects. This is separate from any commercial warranties and is entirely free of charge.
Refund within 14 Days — Under EU law, refunds must be processed within 14 days of receiving the withdrawal notification. The seller may wait until the goods have been returned or proof of return shipment is provided.
For more information about your rights, visit the European Consumer Centre Belgium or the Your Europe portal.
Questions About Returns?
Our team is here to help you with any questions about your return, exchange, or refund. We respond within one business day.
