Returns & The Guarantee

Buying a diamond from a house you have just met asks for trust. We would rather earn it than ask for it. So here is exactly where you stand, said plainly, the way an honest house should.

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  The guarantee, first. Two promises sit under everything we sell. The stone you receive must be the stone on its independent grading report. The piece you receive must have been made correctly. Where either is not true, we repair, replace, or refund to your original payment method at no cost to you. Each promise carries its own window, set out in the next two clauses, and both windows run from the day your parcel is delivered. The full program is set out on The Dagarias Guarantee.
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  If the stone is not the stone on the report: 7 days. Every loose stone we sell carries its own grading report from an independent laboratory, and a finished piece its jewellery report; the grades on it are the laboratory's rather than ours. If the stone in your hand does not answer to that report, tell us within 7 days of delivery and we will repair, replace, or refund it in full, with insured return shipping arranged by us. Send us the report number and what you are seeing; you do not need a second opinion first, though a laboratory re-grade settles it fastest and we pay for it where the mismatch is real. Please open the parcel when it arrives, because this window runs from delivery rather than from the day you first look. Nothing in this clause limits your rights under consumer protection law, which run on their own longer clock and are unaffected by ours.
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  If the piece was not made correctly: 24 months. A making fault is a failure that shows the piece was not made correctly. If one appears within 24 months of delivery we repair it, and where it cannot be repaired to the original specification we replace or refund. Return shipping is arranged and insured by us in both directions. This is not a policy on wear and it is not accidental damage cover; those are set out below.
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  How we tell a making fault from damage. Every piece that comes back is examined under magnification, and the finding is written down and sent to you whichever way it goes. Metal keeps a record of what happened to it, so this is a reading rather than a judgement call. These are making faults:

  • porosity, a void, or a crack in the casting, visible under magnification with no impact mark near it
  • a solder seam that has opened along the join while the metal either side of it is undeformed
  • a claw set short, thin, or unclosed at the bench, so the stone was never fully held
  • a clasp, hinge, or catch that fails while being worked as it was designed to be worked
  • a stone that has left its setting where the setting shows no bend, scrape, or flattening
  • plating or finish that lifts in sheets or blisters rather than thinning evenly with use

  These are signs of force or of use, and they are not making faults, however soon after delivery they appear:

  • a bent, flattened, or out-of-round shank
  • a claw bent open, crushed, or worn to a stub
  • a chipped, cracked, or abraded stone
  • scratching, scuffing, or polish loss across a surface
  • a chain, jump ring, or clasp pulled open under load
  • a setting deformed around the point where the stone left it

  Where the reading is genuinely ambiguous, we treat it as a making fault. Where it is not, we will tell you what we found, quote the repair, and get your piece back to you in good order either way. You may obtain an independent bench report at our cost where you disagree with our finding. Nothing here limits rights you have under consumer protection law.
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  What the guarantee does not cover. Nothing is excluded that is not named here.

  • Normal wear. Shanks thin, claws wear down, polish dulls, and rhodium plating on white gold wears off with skin contact. This is metal behaving as metal does, and it is the owner's to maintain.
  • Impact and accidental damage, however it happened and whether or not it was your fault. A knock against a door frame, a drop onto tile, a hand caught in a car door.
  • A stone lost through a knock, a snag, or a claw worn down over time, rather than through a setting that was never closed.
  • Resizing, retipping, restringing, cleaning, or any repair carried out by anyone other than us. Once another bench has worked on a piece we can no longer say what its condition was before, and the guarantee ends there.
  • Alteration. Re-setting a stone, changing a shank, adding or removing metal, or engraving after delivery.
  • Chemical and cosmetic damage. Chlorine and bromine, bleach and household cleaners, perfume, hairspray, self-tanner, and ultrasonic or steam cleaning performed anywhere but here.
  • Use the piece was not made for. Sport, manual work, gardening, swimming, sleeping in earrings, and wearing a piece stacked hard against another.
  • Loss, theft, and disappearance. These are matters for your insurer, not for a guarantee.
  • Damage that follows from continuing to wear a piece after a fault appeared, to the extent the wearing made it worse.

  None of this displaces the statutory guarantees you have as a consumer in British Columbia and Canada. Those apply to what we sold you regardless of what this page says, and we do not ask you to give any of them up.
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  30 days to be sure, on loose stones. Any loose curated stone may be returned within 30 days of delivery for a full refund to your original payment method. Not an exchange you didn't ask for, not store credit. A refund. It must come back unworn, in original condition, with its certification intact. Return shipping is arranged by us, insured, the same way it came to you. Refunds are issued through Stripe, our payment processor, back to the card or method you paid with, and banks typically post them within five to ten business days of the stone passing our inspection on return. This window is for stones we ship as they are. A piece made for you is covered by the clause below instead, and 30 days applies to no other purchase on this site.
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  48 hours to change your mind, on a piece bought by card. Every piece in the collection is made to order, so it carries no 30 days window. There is nothing to send back, because your piece does not exist yet. What it carries instead is this: when you buy a piece by card on this site, we do not begin making it for 48 hours. Cancel within those 48 hours, by writing to us and with no reason needed, and you are refunded in full to your original payment method. The 48 hours run from the moment your payment goes through, not from when we reply to you; the time your email reaches concierge@dagarias.com governs. When they are up, production begins, and the piece then carries the 10-day return below, which starts the day it reaches you. This clock is the cleaner of the two and it is the one to use if you already know, because nothing has been cut yet; that is also why it cannot be extended.
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  10 days to send it back, once a piece is in your hands. A photograph cannot tell you how a piece sits on your own wrist, in your own daylight, beside what you already wear. So a piece bought by card on this site may be sent back within 10 days of delivery. No reason is needed and none will be asked for. We pay the return shipping and it travels insured, on a label we send you. The 10 days run from delivery, not from the day you open the parcel.
  
  You choose which way it goes back. Take house credit and it is worth what you paid, plus 10% on top the first time you send something back, up to CA$500. Credit never expires. Or take your money back to the card you paid with, in full, with nothing deducted. The refund is yours by right and not by negotiation. We will offer the credit first because we would rather keep you than keep your money, but you do not have to refuse it twice, or explain, or wait for a decision.
  
  The bonus is added once, on a first return, and it is the only part of this that is limited. Send a second piece back and the credit is still the full price you paid and the refund is still the full amount; it is the 10% on top that does not repeat. We would rather say that plainly than write a policy that rewards sending the same piece back and ordering it again.
  
  For either outcome to be full, the piece has to come back as it went out:

  • Unworn, and unaltered: not resized, not engraved, not adjusted by another jeweller.
  • In its box, with the pouch and the care card.
  • With its independent grading report, and any appraisal that travelled with it.
  • Back with us within the window, using the prepaid insured label we send you.

  
  This does not cover work that could never be sold to anyone else:

  • Bespoke commissions, meaning a design made for you and made once.
  • Engraved or personalised pieces.
  • Pieces made to a size outside the list offered at checkout. If you asked us by email for a ring size, bracelet length or chain length that checkout does not list, that is a custom measurement.

  
  A standard piece from the collection is returnable however unusual the combination of metal, carat and size looks. “Made to order” is not an exclusion here, because every piece in the collection is made to order and an exclusion that wide would be the whole policy.
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  Sizing. A ring is made to the size you choose at checkout. Within the 10-day window a wrong size is a return like any other. Full-bezel and full-eternity bands cannot be resized; for those we write to confirm the size before production begins.
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  Outside Canada. Outside Canada, import duties and taxes you paid on delivery are refunded by your customs authority, not by us; we provide the export paperwork.
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  Pieces bought through a written quote, instead. Above the direct-purchase limit, and any time you would rather talk to a person than use checkout, a piece is bought through a written quote covering the design, the stone, the price, and the timeline. That path has no 48 hours clock. A commission begins when you countersign the written quote, and from that moment the piece is not refundable. The deposit is taken at that moment and not before. Until then nothing is owed. This is the path every custom commission, engraved piece, and work from The Crown takes, and it is the same set of work the 10-day return above excludes, for the same reason: a piece designed for one person cannot be offered to another.
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  On any piece, whichever way you bought it. The guarantee above is untouched by any of these clocks. They are separate promises answering separate questions: the cancellation and return windows ask whether you still want the piece, the guarantee asks whether the piece is right. None of them shortens or extends another, and a piece past every one of them is still covered by the guarantee for as long as the guarantee runs.
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  The trade-up promise, for natural stones. A natural diamond bought from this house carries its full original stone price with it, forever. Whenever you choose, trade it toward any natural stone priced at least 2x the original, and 100% of what you paid for the stone counts toward the new one. No time limit. One active trade at a time. The stone returns to us in good order with its certification, and the promise moves to the new stone.
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  Lab-grown, honestly. We do not offer trade-up on lab-grown stones, because we will not pretend they hold resale value. We price them accordingly from day one.
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  Care plans, coming. We are working on care plans for house pieces. They are not open yet, and we are not putting a date on it. We will say so here when they are.
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  If you paid by instalments. Instalment plans are offered at checkout where our payment provider makes them available, to residents of Canada only and subject to the provider's approval and limits. Any refund we owe you, whether on a 30-day stone return, a 48 hours piece cancellation, or a refund under our guarantee, is settled back through your instalment provider, and your plan closes or adjusts on that provider's terms. Keep making any scheduled payments until the provider confirms the change; that part is their rule, not ours.

Product images are computer renders unless marked as photographs. This site and its contracts are offered in English; French versions of the policies are available on request. Nothing here limits your rights under applicable consumer protection law. To begin a return, a trade, or a guarantee claim, or simply to ask where you stand: concierge@dagarias.com