Return and Refund Policy

 Effective as of 15 August 2024

Thank you for shopping with us! We want to ensure you're completely satisfied with your purchase. Please review our return and refund policy below:

1. Return Eligibility

To qualify for a return or refund, please adhere to the following criteria:

• Return Request Timing: You must submit your return request within 7 days of receiving the product.
• Unboxing Video Requirement: An unboxing video is required, clearly showing any damage to the product. Please note that we will not accept unboxing videos that are cut or blurry or repackaged. Only one unboxing video will be reviewed to verify any issues with our product.
• Authenticity Verification: We guarantee the authenticity of all solid gold items. To prevent potential exchanges involving counterfeit products, you must conduct a test or appraisal during the unboxing, and it must be from a verified source. Additionally, you must submit the verified appraisal report along with your return request to confirm the item's authenticity.
• Refund Limitations: We do not offer refunds for items that are no longer needed or if the customer simply changes their mind. Additionally, please note that preorders do not include a refund for the down payment. Live selling transactions (unless noted as on hand) are considered preorders.  
• Exchanges: Unfortunately, we do not accept exchanges. If you wish to exchange an item, please return the original item and place a new order.

2. How to Request a Return or Refund

Step 1: Record the Unboxing Video
When you receive your product, immediately record a video of the unboxing process. This video should clearly show the product and any visible damage. Please ensure the video includes:

• The condition of the packaging upon arrival.
• Any visible damage or defects in the product.
• A clear view of the product as it is being unpacked.

Step 2: Submit Your Request
Send the unboxing video along with your order number, name, and a brief description of the issue to thediamondtrovellc@gmail.com. 

Step 3: Review
Our team will review your video and request. We will notify you within 3 business days if your return or refund request is approved.

3. Return Instructions

        If your return is approved:

• Packaging
  Repackage the product in its original packaging, including all accessories, and any other items that came with it.
• Shipping
  Ship the product back to us using the return shipping label provided. You are responsible for the return shipping costs unless the product is defective or damaged due to our error.

4. Refund Processing

        Once we receive and inspect the returned product, we will process your refund. Refunds will be issued to the original payment method within 7 business days of receipt.

5. Non-Returnable Items

        Certain items are not eligible for returns or refunds. These include:

• Products marked as "Final Sale"
• Products that have been used or damaged after delivery

6. Contact Us

        For any questions or concerns regarding our return and refund policy, please contact us at thediamondtrovellc@gmail.com and call or text us at  

+1 (720) 900-5106.

Thank you for understanding and for giving us the opportunity to resolve any issues. We value your feedback and strive to provide the best possible service.