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Returns & Refunds

Thanks for shopping with us at Diamond Serenity! We care truly care about you, our Customer, and want you to be happy with your purchase. If for some reason, you are not 100% satisfied with your purchase, let us know! You may qualify to receive a full refund or receive a store credit for the purchase of another product. See below for complete details and restrictions. 

Our Returns & Refunds Policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund - you may, however, qualify for a store credit of a similarly priced item.

Returns

Instead of returning items, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability, since every return has a carbon footprint. Just follow the steps below under our "Refund Process" and then, if possible, you can just donate the product to a local charity or recycle it, if your local laws allow. Please DO NOT send your purchase back to us or to the return address on the item.

Refund Process

We believe in providing on the highest level of Customer Service and so, we've made our refund process quick and easy! Just 3 easy steps:

1. Send us an email at returns@diamondserenity.com within 30 days of your purchase, containing the following info:

    • Your First and Last name
    • Your Billing Address
    • Your Order Number (this will be at the top of the confirmation email you received from us when you initially purchased the item)
    • A photo of the item (where applicable)
    • A brief explanation of what went wrong
2. Our quality team will then process your request and get back to you as quickly as possible. Typically within 3-5 business days.

3. Once your Refund Request is processed, you will be notified of your Refund Status by email.
  • If your request is approved, once the refund process is complete, depending on your bank or original method of payment, you should then automatically receive your refund within 7-10 business days. 
  • If your request is declined, you will receive a detailed explanation why and may still qualify for a partial refund or a store credit. 

    Refund Restrictions

    In rare cases, there are times when a refund may not be approved, or only a partial refund or store credit may be offered in its place. Some examples are as follows, but are not limited to circumstances where the:

    • Product has obvious signs of use or wear. 
    • Item is not in its original new condition, is damaged or missing parts for reasons not due to our error or errors in shipping. 
    • Item was a gift and you were not the original purchaser.
    • More than 30 days have passed since the purchase of the item.
    • Photo submitted has been manipulated in any way (i.e. using photo editing software).
    • Refund claim is fraudulent.

    Late or missing refunds (if applicable)

    If for some reason you haven’t received a refund yet, please first check with your bank or payment provider. Your financial institution may be able to provide you with more details and, depending on your bank or payment provider's policies, it may take some additional time before your refund is officially posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at returns@diamondserenity.com.

    Sale items (if applicable)
    Only regularly priced items may be refunded, unfortunately sale items cannot be refunded. We may still, however, provide you with a store credit equivalent to your purchase price. If you have any questions, feel free to reach out to our Team at returns@diamondserenity.com.

    Gifts
    If you ARE NOT the original purchaser.
    If you are not the original purchaser of the item, but the item was marked as a gift when it was purchased and it was shipped directly to you, then you may qualify for a gift credit for the value of your item.

    • Just follow the easy steps in the Refund Process above and just let us know you received your item as a gift. You will not need to provide your billing address information. If you know the name, Order Number of the original purchaser, or any other details of the original order, please include this information to better serve you.
    • For security purposes, we cannot reveal ANY personal information regarding whom originally placed an order, payment provider, address, or any other details regarding any order. 

    If you ARE the original purchaser. Please follow the steps above in our easy Return Process.

    Please Note: If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the original purchaser must contact us at refunds@diamondserenity.com and follow the steps above in our easy Refund Process

    Shipping
    We do not accept returns. Instead, please follow the steps in our Refund Process above and simply donate your item. This way there is less waste, a reduced carbon footprint and it's eco-friendly!