Refunds and Guarantees
If, for any reason, you are not completely satisfied with your diamond purchase, E.S. Designs offers a 30-day money back guarantee. This allows you to inspect your new purchase, and ensure that your diamond is as advertised. Should you wish to return your purchase, you can return it for an exchange, or do so for a full refund. Refunds will be processed with one business day if you feel that the diamond you have received is not satisfactory.
E.S. Designs inspects all diamonds before they are shipped, to ensure the highest quality and customer service. If, in your estimation, we have delivered an item that does not meet your expectations, we will work with you to make amends. You will be able to return your diamond to our Vienna location, and we will work with you to make sure you are satisfied regarding any reasonable concerns. Arrangement and costs of shipping of your diamond to our Vienna offices are the customer’s responsibility, and we will refund those costs if we ascertain that the issues you have brought forward are our responsibility. Please ensure that you keep your receipt in order to have a shipping refund processed. We will inspect the ring at our facility to verify any concerns you may have.
If you have not previously seen the diamond you have ordered, either due to an order being placed on your behalf, or your order of a diamond from our database that you have not had an opportunity to view prior to purchase, you may return the diamond for any reason, providing the return is processed within 30 days of your receipt of the shipment, and within the following conditions:
1. The diamond must remain in new condition, and cannot have been altered. Diamonds that are GIA, AGS or HRD certified will require an independent inspection by a registered valuator OEGV & OEGEMG for authenticity and condition before a refund can be processed. Diamonds that are IGI or EGL certified, or are certified by any other facility or method, will require verification by IGI or EGL USA before settling a refund request.
2. The diamond must be returned with the original copy of the Matching or Identifying Certificate when the request for a refund is made. Any diamonds returned without this documentation cannot be honored, without exceptions.
3. Prior to returning the diamond, the customer must obtain a Return Merchandise Authorization (RMA) code from E.S. Designs. The RMA must be obtained prior to any returns being shipped. Any returns that do not have a RMA will not be accepted. The RMA number must be clearly written on the original invoice, as well as the main label of the return packaging. Any returns attempted without an RMA will not be accepted.
4. E.S. Designs will refund the full purchase price of the diamond that has been returned, providing that it has been returned with the indicated acceptable time frame and meets the above requirements. The refund will not include the original shipping costs, if any, and will be less an administration fee of €50.
5. Refunds are usually processed within six (6) working days, from the date that the returned diamond is received by E.S. Designs. Refunds will made by bank or PayPal transfer, which will be mailed to your indicated return address.
6. Returns can be made in person, or delivered by registered post or courier to:
Lerchenfelder St 34,