Effective Date: February 1, 2026

⚠  IMPORTANT NOTICE  ⚠   Returns, refunds, and exchanges are accepted subject to the conditions outlined in this policy. All requests must be initiated by contacting Charli Diamonds first. Initiating a return without prior confirmation may delay the entire process.

 

RETURN WINDOW AT A GLANCE   •  Items Delivered:  Return must be initiated within 10 days of the delivery date. •  Items Not Delivered:  Claim must be initiated within 10 days of the Invoice / Payment date.   Step 1: Contact Charli Diamonds customer service first. Step 2: Receive instructions and confirmation before sending anything back. Step 3: Follow the steps provided to complete your return, refund, or exchange.

 

1. Policy Overview

Charli Diamonds accepts returns, refunds, and exchanges subject to the specific conditions, timeframes, and procedures outlined in this policy. By placing an order on our website, you acknowledge that you have read, understood, and agree to this policy in its entirety.

This policy applies to all products purchased from Charli Diamonds. Requests that fall outside the conditions described below will not be eligible for a return, refund, or exchange.

All returns, refunds, and exchanges must be initiated by contacting Charli Diamonds customer service first. Do not send items back without receiving written confirmation and instructions from our team. Unauthorized returns may significantly delay the resolution process.

2. Return & Refund Eligibility Windows

The following timeframes apply strictly. Requests submitted outside these windows will not be accepted.

2.1 Items Successfully Delivered

If your item has been delivered, you must initiate your return, refund, or exchange request within 10 calendar days of the confirmed delivery date. Requests submitted after 10 days of delivery will not be accepted under any circumstances.

2.2 Items Not Delivered

If your order has not been delivered and you wish to raise a claim, you must initiate your request within 10 calendar days of the date of your Invoice or payment confirmation, whichever is earlier. Requests submitted after this period will not be accepted.

2.3 How to Determine Your Window

The delivery date is determined by the date shown as “Delivered” in the carrier’s tracking system. The invoice/payment date is the date your order was confirmed and payment was processed. You are responsible for monitoring your delivery status and acting within the applicable window.

3. How to Initiate a Return, Refund, or Exchange

All return, refund, and exchange requests must follow the steps below. Requests that do not follow this process will not be processed, and items sent back without prior written confirmation from Charli Diamonds will not be accepted or eligible for resolution.

Step 1 — Contact Customer Service First

Before doing anything else, contact the Charli Diamonds customer service team through the contact information provided on our website. You must provide:

•        Your order number

•        The item(s) you wish to return, exchange, or claim a refund for

•        The reason for your request

•        Clear photographs of the item and packaging (for physical items received)

•        A brief description of the issue or reason for the request

 

Step 2 — Receive Confirmation and Instructions

Our customer service team will review your request and respond with a decision and, if approved, the specific steps to follow. Do not send any items back until you have received written confirmation from Charli Diamonds. Returning items without confirmation may result in the item being refused at the destination, delayed processing, or forfeiture of your claim.

Step 3 — Follow the Provided Instructions

Once confirmed, follow the instructions provided by our team carefully. This will include packaging requirements, shipping instructions, and any other relevant details needed to complete your request efficiently.

4. Customer Responsibility Before Purchase

It remains your responsibility as the customer to ensure that you are selecting the correct products before completing your purchase. You must:

•        Carefully Review Product Details: Thoroughly read all product descriptions, specifications, measurements, materials, gemstone details, metal types, sizes, colors, and any other relevant information on the product page.

•        Examine Product Images: Review all product images carefully. Please note that colors may vary slightly due to monitor settings and lighting conditions.

•        Verify Size and Fit: If purchasing rings, bracelets, or necklaces, ensure you have selected the correct size. Refer to our sizing guides where available.

•        Understand Material Properties: Familiarize yourself with the properties of different metals (gold, silver, platinum, etc.) and gemstones before making a purchase.

•        Double-Check Your Order: Before completing checkout, review your shopping cart to ensure all items, quantities, sizes, and specifications are correct.

•        Contact Customer Service If Unsure: If you have ANY questions, concerns, or need clarification about a product BEFORE placing your order, contact our customer service team. We are here to help you make an informed decision.

 

5. Returns Policy

Returns are accepted subject to the following conditions:

•        The return request is initiated within the applicable 10-day window (see Section 2).

•        The customer has contacted Charli Diamonds and received written confirmation before sending the item back.

•        The item is in its original condition — unworn, unaltered, undamaged, and in its original packaging with all accompanying documentation (including certification where applicable).

•        The return is shipped using a trackable, insured shipping method as directed by our team.

 

Returns will not be accepted for:

•        Items that have been worn, altered, resized, or damaged after delivery.

•        Items returned without prior written confirmation from Charli Diamonds.

•        Items returned outside the 10-day eligibility window.

•        Made-to-Order items (engagement rings and rings designed online through our custom ring builder), unless a manufacturing defect is confirmed by our team.

 

6. Refunds Policy

Refunds are processed subject to the following conditions:

•        The return has been approved by Charli Diamonds and the returned item has been received and inspected by our team.

•        The item is confirmed to be in its original, unworn, and unaltered condition.

•        The refund request falls within the applicable 10-day eligibility window (see Section 2).

 

Upon approval, refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider. Shipping fees are non-refundable unless the return is the result of a confirmed error on the part of Charli Diamonds.

Charli Diamonds does not issue partial refunds, store credits, or gift cards unless otherwise agreed in writing by our team.

7. Exchanges Policy

Exchanges are accepted subject to the following conditions:

•        The exchange request is initiated within the applicable 10-day window (see Section 2).

•        The customer has contacted Charli Diamonds and received written confirmation before sending the item back.

•        The item to be exchanged is in its original, unworn, unaltered, and undamaged condition with original packaging and documentation.

•        The desired replacement item is available in our inventory at the time of the exchange request.

 

If the replacement item is of a higher value, the customer will be required to pay the price difference before the exchange is processed. If the replacement item is of a lower value, a partial refund may be issued at the discretion of Charli Diamonds, subject to review.

Made-to-Order items (engagement rings and rings designed online) are not eligible for exchange unless a confirmed manufacturing defect is identified by our team.

8. Order Cancellation

Orders cannot be cancelled once they have been placed and payment has been processed. Our fulfillment process begins immediately after an order is confirmed, and we are unable to stop or cancel orders once they are in our system.

If you contact us requesting to cancel your order after it has been placed, we may attempt to accommodate your request if the order has not yet been processed or shipped. However, we are under no obligation to cancel any order, and cancellation requests are granted solely at our discretion. If an order has already been processed, packaged, or shipped, it cannot be cancelled under any circumstances.

Even if we agree to cancel an order as a courtesy, Charli Diamonds reserves the right to charge a cancellation or restocking fee, which may be up to the full order amount. Shipping fees are non-refundable even if an order is cancelled.

Please note that Made-to-Order rings cannot be cancelled once production has commenced.

9. Wrong Item Received (Shipping Error)

In the rare event that we ship you an incorrect item due to our error (not a result of you ordering the wrong item), please contact our customer service team within 48 hours of receiving your package.

To report a shipping error, you must provide:

•        Your order number

•        Clear photographs of the item you received

•        Clear photographs of the packaging and shipping label

•        A detailed explanation of the discrepancy

 

If we determine in our sole discretion that we made a shipping error, we will send you the correct item at no additional charge or provide an alternative resolution. If we request the return of the incorrect item, we will cover the return shipping cost. Failure to return the incorrect item may result in charges to your payment method for the value of that item.

10. Damaged Items

If your item arrives damaged during shipping, please contact our customer service team within 48 hours of receiving your package. You must provide:

•        Your order number

•        Clear photographs showing the damage to the item

•        Clear photographs of the damaged packaging

•        A detailed description of the damage

 

If we determine that the damage occurred during shipping and not due to customer mishandling, we may, at our option, offer to send a replacement item (subject to availability) or provide an alternative resolution. Damage claims filed after 48 hours of delivery will not be considered.

11. Defective or Faulty Items

If you believe your item has a manufacturing defect or is faulty, please contact our customer service team within 48 hours of receiving your package. You must provide:

•        Your order number

•        Clear photographs of the defect or fault

•        A detailed description of the issue

 

If we determine that the item has a legitimate manufacturing defect (not normal wear and tear, misuse, or damage caused by you), we may, at our option, offer to send a replacement item (subject to availability) or provide an alternative resolution. Items that show signs of wear, use, damage, alteration, or resizing will not be considered defective. Defect claims filed after 48 hours of delivery will not be considered.

12. Importance of Contacting Customer Service

Our customer service team is available to assist you with:

•        Return, refund, and exchange requests and procedures

•        Product specifications and details

•        Size and fit guidance

•        Material and gemstone information

•        Color and appearance clarification

•        Product availability

•        Any other questions you may have before or after your purchase

 

You can contact our customer service team through the contact information provided on our website. We will make reasonable efforts to respond to your inquiries in a timely manner. However, we are not responsible for delays in responding to inquiries, and any guidance provided by customer service does not guarantee satisfaction with your purchase or override the terms of this policy.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CHARLI DIAMONDS, ITS OWNERS, OFFICERS, DIRECTORS, EMPLOYEES, STAFF, AGENTS, VENDORS, PARTNERS, AFFILIATES, AND ANY RELATED PARTIES SHALL NOT BE LIABLE FOR ANY CLAIMS, DEMANDS, DAMAGES, LOSSES, COSTS, EXPENSES, OR LIABILITIES OF ANY KIND ARISING FROM OR RELATED TO: THE SALE OF ANY PRODUCTS; PRODUCT QUALITY, AUTHENTICITY, CONDITION, OR FITNESS FOR PURPOSE; DISSATISFACTION WITH ANY PRODUCT PURCHASED; ERRORS IN PRODUCT DESCRIPTIONS, IMAGES, SPECIFICATIONS, OR PRICING; DAMAGED, DEFECTIVE, OR FAULTY PRODUCTS; ALLERGIC REACTIONS OR SENSITIVITIES TO METALS OR MATERIALS; LOSS, DAMAGE, OR THEFT OF PRODUCTS AFTER DELIVERY; OR ANY OTHER MATTER RELATING TO YOUR PURCHASE OR THIS POLICY.

IN NO EVENT SHALL CHARLI DIAMONDS’ TOTAL LIABILITY TO YOU EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC PRODUCT GIVING RISE TO THE CLAIM.

14. Disclaimer of Warranties

ALL PRODUCTS ARE SOLD “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMITTED BY LAW, CHARLI DIAMONDS DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. YOU PURCHASE PRODUCTS AT YOUR OWN RISK AND ACCEPT ALL RESPONSIBILITY FOR THE SUITABILITY OF THE PRODUCTS YOU SELECT.

15. Acknowledgment and Agreement

BY PLACING AN ORDER ON OUR WEBSITE, YOU ACKNOWLEDGE AND AGREE THAT:

•        You have read and understood this entire Returns, Refunds & Exchange Policy

•        You accept the conditions, timeframes, and procedures outlined in this policy

•        You have carefully reviewed all product information before making your purchase

•        You have contacted customer service with any questions or concerns before purchasing

•        You accept full responsibility for the accuracy of your order

•        You understand that all return and exchange requests must be initiated by contacting Charli Diamonds first

•        You understand that Charli Diamonds and all related parties are not liable beyond the terms of this policy

 

YOUR PURCHASE CONSTITUTES YOUR BINDING ACCEPTANCE OF THESE TERMS. IF YOU DO NOT AGREE WITH THIS POLICY, DO NOT PLACE AN ORDER.

16. Chargebacks and Payment Disputes

By making a purchase, you agree to follow the return, refund, and exchange procedures outlined in this policy before initiating any chargeback, payment dispute, or reversal of payment through your bank, credit card company, or payment processor.

If you initiate a chargeback or payment dispute without first following the procedures in this policy, we reserve the right to take action to recover the full amount of the purchase, plus any additional costs, fees, and damages incurred. Fraudulent chargebacks may be reported to the appropriate authorities.

17. Governing Law and Jurisdiction

This Returns, Refunds & Exchange Policy shall be governed by and construed in accordance with the laws of the jurisdiction in which Charli Diamonds operates, without regard to its conflict of law provisions. Any disputes arising from this policy or your purchase shall be resolved exclusively in the courts of that jurisdiction.

18. Changes to This Policy

We reserve the right to update or modify this Returns, Refunds & Exchange Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Your continued use of our website and services after such modifications constitutes your acceptance of the updated policy. It is your responsibility to review this policy periodically.

19. Contact Information

If you have questions about this policy or need to initiate a return, refund, or exchange, please contact us through the contact information provided on our website. All requests must be submitted through the proper channels before any items are returned or any action is taken.

 

⚠  REMINDER  ⚠   Returns, Refunds & Exchanges are accepted within: 10 days of delivery date (for delivered items) 10 days of Invoice/Payment date (for undelivered items)   Always contact Charli Diamonds FIRST before initiating any return. Unauthorized returns may delay your resolution.