Refund policy

B2B Returns, Refunds & Order Cancellation Policy for International Exports

For all international exports of loose diamonds and diamond jewellery (“Goods”) by Imperial Facets (“the Company,” “We,” “Us,” “Our”). This policy is applicable to all clients, purchasers, and their agents (“the Client,” “You,” “Your”).

Given the nature of international transactions in the diamond and jewellery industry, which involve significant value, bespoke considerations, and fluctuating market conditions, the policies regarding returns, refunds, and cancellations are necessarily stringent and specific.

Article 1: Order Cancellation Policy

1.1. Within 24 Hours: A Client may request to cancel a confirmed order by providing written notice (email to the designated sales/export contact at Imperial Facets is acceptable) within twenty-four (24) hours of their payment confirmation from Imperial Facets, provided the Goods have not yet been allocated, irrevocably processed for dispatch, or, in the case of jewellery, entered the manufacturing phase. If these conditions are met, a full refund will typically be issued without penalty, less any unavoidable third-party transaction fees already incurred by Imperial Facets.

1.2. After 24 Hours / Post-Processing: Cancellation requests received after this 24-hour window, or after the Goods have been picked, packed, allocated to a shipment, or manufacturing has commenced, may be approved or denied at the sole discretion of Imperial Facets. If approved, such cancellations may be subject to a cancellation fee or restocking fee (detailed under Article 3.5 if Goods are already shipped or need to be returned) to cover costs incurred (e.g., administrative, labour, materials, insurance procurement). The Client will be informed of any applicable fees before the cancellation is finalized.

Article 2: Return Policy (Transactions – Highly Restricted)

Imperial Facets is committed to delivering Goods that precisely match the specifications agreed upon in the proforma invoice and accompanying documentation (e.g., grading reports). Returns are highly restricted and are categorically not accepted for reasons such as:

  • Client’s remorse or "change of mind."
  • Fluctuations in market prices or demand.
  • Subjective assessments of appearance not related to documented specifications.
  • Inability to resell the Goods.

Returns will only be considered under the following two strictly defined scenarios:

2.1. Verifiable Shipment Error: If the Goods received by the Client demonstrably and materially do not conform to the precise specifications (e.g., carat weight, clarity, color, dimensions, metal type, model) as explicitly detailed on the final, agreed-upon proforma invoice and any referenced GIA/IGI/HRD grading reports provided by Imperial Facets. Minor, non-material variations inherent in natural diamonds or handcrafted jewellery may not qualify.

2.2. Undisclosed Significant Defect: In the highly unlikely event of a significant manufacturing defect or flaw present in the Goods that was not disclosed in the grading report, pre-shipment inspection reports (if any), or on the invoice, and which materially impacts the value or integrity of the item. Normal inclusions as per grading reports do not constitute defects.

Article 3: Return Authorization and Process

3.1. Return Authorization Protocol:

  • To initiate a potential return claim under the strict conditions of Article 2, the Client must contact Imperial Facets in writing (email acceptable) within a maximum of three (3) United Kingdom business days from the documented date of receiving the shipment.
  • This written notification must include:
    • The original Imperial Facets invoice number.
    • A precise and detailed description of the alleged discrepancy or defect.
    • Clear, high-resolution photographic and, if helpful, videographic evidence supporting the claim. For diamonds, this may require comparison with the grading report.
  • Imperial Facets will diligently investigate the claim based on the evidence provided and our internal records (including quality control images/videos taken prior to dispatch).
  • If Imperial Facets, in its reasonable professional judgment, deems the claim potentially valid, a Return Merchandise Authorization (RMA) number will be issued to the Client, along with detailed instructions for the return shipment. No returns will be accepted or processed without a valid RMA number. An RMA issuance does not constitute a final admission of fault or an automatic guarantee of a refund.

3.2. Return Conditions and Secure Shipment Process (Post-RMA Issuance):

  • Timeliness: Any authorized return must be securely packaged and dispatched by the Client back to Imperial Facets’s specified UK address within five (5) United Kingdom business days of the Client receiving the RMA number and instructions.
  • Original Condition & Packaging: The Goods must be returned in their absolute original, unaltered, unused, undamaged, and (if applicable) unopened tamper-evident packaging. All original documentation, including diamond grading certificates (GIA, IGI, HRD, etc.), pouches, boxes, tags, and any accessories provided with the Goods, must be included in the return shipment. Missing certificates will incur significant replacement fees or may void the return.
  • Client Responsibility for Return Shipment: The Client is solely responsible for the secure packaging of the return shipment to prevent damage during transit. The Client also bears the full cost and liability for the return shipping, including comprehensive transit insurance for the full invoiced value of the Goods. Imperial Facets mandates the use of a reputable, tracked, and signature-required courier service (equivalent to the original shipping method) for all return shipments. Proof of shipment and tracking information must be provided to Imperial Facets.
  • Risk of Loss on Return: Imperial Facets will not be liable for any loss, damage, or theft occurring to the Goods during the return transit. The risk of loss for returned Goods remains with the Client until the Goods are safely received and signed for by an authorized representative of Imperial Facets at our designated UK facility.
  • RMA Display: The issued RMA number must be clearly and legibly displayed on the exterior of the return parcel to ensure efficient processing upon receipt at our facility. Parcels received without a visible RMA number may be refused or experience significant processing delays.

3.3. Inspection and Refund Processing (Post-Return Receipt):

  • Upon receipt of the returned Goods at our UK facility, Imperial Facets will conduct a thorough inspection and verification process. This includes comparing the Goods against our pre-shipment records, photographs/videos, grading certificates, and the Client’s stated reason for return. We may also consult with independent gemological experts if deemed necessary.
  • Approval: If, after this rigorous inspection, Imperial Facets confirms the validity of the return claim (i.e., verifiable shipment error or undisclosed significant defect as per Article 2), a refund corresponding to the original invoiced value of the specific returned item(s) will be processed.
  • Deductions: The original shipping and handling fee (e.g., £150.00 GBP or equivalent, as per the original shipping policy) paid by the Client is non-refundable and will be deducted from any refund amount. Any costs associated with missing or damaged certificates or original packaging will also be deducted. A restocking fee may also apply as stipulated under Article 3.5 if the return is accepted under circumstances beyond standard policy or due to Client error not covered under Article 2.1 or 2.2.
  • Method and Timing: Approved refunds will typically be issued to the Client’s original payment method (e.g., bank transfer) within thirty (30) calendar days from the date Imperial Facets formally approves the return after inspection. Bank processing times may vary.
  • Rejection of Return: If the returned Goods are found to be altered, damaged by the Client, not matching the original specifications, or if the reason for return is deemed invalid under this Policy, the return will be rejected. The Client will be notified, and the Goods will be shipped back to the Client at the Client’s full expense (including shipping and insurance).

3.4. Restocking Fee for Refused Shipments or Unwarranted Returns: In instances where a shipment is refused by the Client upon delivery for reasons other than verifiable transit damage (which must be handled via the insurance claim process outlined in the main Shipping Policy), or if a return is initiated by the Client and accepted by Imperial Facets under duress or exceptional circumstances not covered by Article 2.1 or 2.2, a restocking and administrative fee equivalent to twenty percent (20%) of the total original invoice value of the Goods will be levied. This fee covers the substantial administrative burden, reprocessing costs, potential loss of market value, and return shipping and insurance costs if borne by the Company. This is in addition to the non-refundable original shipping fee.

3.5. Explicit Exceptions and Limitations on Returns: For the avoidance of doubt, returns will NOT be accepted, and refunds will NOT be issued under (but not limited to) the following circumstances:

  • Buyer’s remorse, change of preference, subjective dissatisfaction with aesthetic aspects (e.g., "I don’t like how it looks") when the item matches documented specifications.
  • Damage, loss, or tampering that occurred after successful delivery to and acceptance by the Client (or their authorized representative) and is therefore outside Imperial Facets’s control or the initial transit insurance coverage.
  • Goods returned without a valid, officially issued RMA number from Imperial Facets.
  • Goods returned outside the specified return window (5 business days from RMA issuance).
  • Goods that have been used, worn, altered, engraved, resized, recut, repolished, or modified in any way whatsoever after delivery.
  • Goods for which the original diamond grading certificate(s) are missing, damaged, or appear fraudulent.
  • Diamonds or jewellery that have been set, mounted, or incorporated into other pieces by the Client or a third party after delivery.
  • Discrepancies or defects that were already disclosed or are inherent characteristics of the specific grade of the diamond (e.g., inclusions consistent with a VS2 clarity grade).

Article 4: Contact Information

For any questions or clarifications related to this B2B Returns, Refunds & Order Cancellation Policy, Clients should contact Imperial Facets’s Export Department directly:

IMPERIAL FACETS LIMITED Company Number: 16526212 Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX Phone Number: +44 7822 016269 Email: [email protected]  

By placing an order with Imperial Facets, the Client explicitly confirms that they have read, fully understood, and unconditionally agree to all the terms and conditions stipulated within this B2B Returns, Refunds & Order Cancellation Policy.