• At Orlove Diamonds, every piece of jewellery is created or selected with care, and we want you to feel completely confident in your purchase.
• We are committed to providing a transparent and reassuring shopping experience. Eligible purchases are supported by our 14-Day Money-Back Policy, Lifetime Exchange Policy, and, for eligible natural diamond jewellery, our Lifetime Buy-Back Policy.
• The following terms explain the eligibility, conditions and exclusions applicable to each policy.
• We offer a 14-Day Money-Back Policy on eligible jewellery purchased from Orlove Diamonds.
• If you are not satisfied with an eligible purchase, you may request a return within 14 calendar days from the date of delivery.
• All returns are subject to inspection and the eligibility requirements set out below.
• Return Eligibility
• To qualify for a return, the jewellery must:
• Be returned in its original, unworn and undamaged condition;
• Show no signs of wear, scratches, damage, misuse or alteration;
• Be returned with its original jewellery box and packaging;
• Include all original diamond certificates, authenticity documents, invoices and accessories supplied with the purchase; and
• Not have been engraved, resized, repaired, modified or altered by the customer or any third-party jeweller.
• Orlove Diamonds reserves the right to decline a return if the jewellery does not meet these conditions, subject always to any rights you may have under applicable law.
• Many Orlove Diamonds pieces are individually made to order or customised according to a customer's requirements.
• This may include:
• Custom-designed jewellery;
• Jewellery manufactured to specific measurements or specifications;
• Specially sourced diamonds or gemstones;
• Custom diamond combinations;
• Personalised modifications;
• Engraving;
• Non-standard ring sizes; and
• Other customer-requested alterations.
• Because these pieces are specifically created or modified for an individual customer, made-to-order, personalised and customised jewellery may not be eligible for the standard 14-Day Money-Back Policy once production has commenced, unless otherwise agreed by Orlove Diamonds in writing.
• If a made-to-order or customised piece is eligible for cancellation or return, Orlove Diamonds may deduct reasonable non-recoverable costs associated with custom manufacturing, sourcing, engraving, resizing, certification or other personalised work, where permitted by applicable law.
• This exclusion does not affect a customer's statutory rights in relation to jewellery that is defective, incorrectly supplied or otherwise does not conform to the agreed order.
• We strongly encourage customers to confirm all design specifications, diamond details, measurements and ring sizes before approving a customised order.
• Eligible jewellery may be exchanged once within 14 days from the date of delivery, subject to inspection and approval.
• We currently do not process direct product-for-product exchanges through our website. Where applicable, the original eligible purchase will be refunded according to this policy, and a new order can then be placed.
• If a customer wishes to exchange the replacement jewellery again, the subsequent exchange will be treated under our Lifetime Exchange Policy rather than the 14-Day Money-Back Policy.
• Any price difference between the original and replacement jewellery will be payable by the customer.
• Where a diamond or jewellery item was supplied with an original GIA, IGI or other recognised laboratory certificate, the certificate must be returned together with the jewellery.
• If the original certificate is lost, damaged or not returned, Orlove Diamonds may need to send the diamond for verification and/or re-certification before processing the return, exchange or buy-back.
• Any reasonable laboratory, certification, handling and associated shipping costs may be deducted from the amount payable to the customer, where applicable.
• Unless the jewellery is being returned because it was defective, damaged upon delivery, incorrectly supplied, or due to an error by Orlove Diamonds, the customer is responsible for all return shipping costs.
• Original delivery charges and return shipping charges are generally non-refundable, except where otherwise required by applicable law.
• Due to the high value of fine jewellery, all returns should be:
• Securely packaged;
• Fully trackable;
• Appropriately insured for their value; and
• Shipped according to the return instructions provided by Orlove Diamonds.
• Orlove Diamonds cannot accept responsibility for jewellery that is lost, stolen or damaged while being returned to us before it has been received by Orlove Diamonds.
• Customers should therefore retain all shipping and tracking documentation until their return has been confirmed.
• All returned, exchanged or buy-back jewellery will undergo a quality inspection by Orlove Diamonds.
• We will inspect the jewellery for its condition, authenticity, diamond or gemstone condition, metal condition, certificates and any signs of alteration, damage or excessive wear.
• Normal assessment procedures may also include verification of the diamond or gemstone against its original certificate.
• If an item does not meet the applicable policy conditions, Orlove Diamonds may decline the return, exchange or buy-back or apply an appropriate adjustment where expressly permitted under the relevant policy and applicable law.
• Once your return has been received, inspected and approved, the applicable refund will be processed to the original method of payment.
• Please allow up to 15 business days after approval for Orlove Diamonds to process the refund.
• Your bank, credit card provider or payment service provider may require additional time for the refunded amount to appear in your account.
• Where applicable, authorised deductions such as missing-certificate re-certification costs or agreed customisation costs will be communicated to the customer.
• The 14-Day Money-Back Policy will not apply where jewellery has been:
• Resized by a third party;
• Engraved after purchase;
• Repaired by a third party;
• Modified or altered;
• Damaged through accident or misuse;
• Improperly handled or maintained; or
• Otherwise changed from the condition in which it was supplied by Orlove Diamonds.
• If any jeweller or service provider other than Orlove Diamonds works on or modifies the jewellery, eligibility under our return, exchange and buy-back programmes may be affected.
• This does not limit any statutory rights that cannot legally be excluded.
• LIFETIME EXCHANGE POLICY
• Eligible jewellery purchased from Orlove Diamonds may qualify for our Lifetime Exchange Policy, subject to inspection and the terms applicable to the product at the time of the original purchase.
• The exchange value will be determined according to the applicable Lifetime Exchange terms for the particular jewellery category, including whether the jewellery contains natural diamonds, lab-grown diamonds, gemstones and/or precious metals.
• The jewellery must be returned with its original documentation and certificates wherever applicable.
• Any costs arising from missing certificates, repairs, excessive damage or laboratory verification may affect the final exchange value.
• The value of a replacement piece must meet any minimum purchase requirement specified under the Lifetime Exchange programme.
• Lab-Grown Diamond Jewellery
• Lab-grown diamond jewellery may be eligible for Lifetime Exchange only according to the specific terms communicated at the time of purchase.
• Because market prices for lab-grown diamonds can change significantly over time, the original retail price of a lab-grown diamond should not be interpreted as a guaranteed future market or exchange value.
• The applicable exchange terms should therefore be confirmed with Orlove Diamonds when requesting an exchange.
• LIFETIME BUY-BACK POLICY
• Eligible natural diamond jewellery purchased from Orlove Diamonds may qualify for our Lifetime Buy-Back programme, subject to the specific buy-back terms provided with or applicable to the original purchase.
• Eligibility and buy-back value may depend on:
• The original purchase price;
• Diamond and gemstone category;
• Original certification;
• Condition of the jewellery;
• Verification of the diamond or gemstone;
• Precious metal content; and
• The specific buy-back terms applicable when the jewellery was purchased.
• The exact buy-back calculation or percentage applicable to an eligible purchase should be stated in the customer's purchase documentation or applicable programme terms.
• This provides customers with greater transparency regarding how their future buy-back value will be determined.
• Lab-grown diamonds are not eligible for Orlove Diamonds' Lifetime Buy-Back Policy unless expressly stated otherwise in writing at the time of purchase.
• Lab-grown diamond prices are influenced by evolving production technology, supply and market conditions and therefore should not be purchased on the expectation of a guaranteed future resale value.
• Where applicable, eligible lab-grown diamond jewellery may instead qualify under our Lifetime Exchange Policy, subject to its specific terms.
• Where the value of gold, platinum or another precious metal forms part of an exchange or buy-back calculation, the applicable value may be determined using the relevant precious-metal rate and methodology specified under the programme terms at the time of assessment.
• Any applicable deductions, such as refining or processing charges, should be communicated to the customer before the transaction is completed.
• If your jewellery arrives damaged, defective or different from the confirmed order, please contact Orlove Diamonds as soon as reasonably possible after delivery.
• Please retain the jewellery, packaging, certificates and delivery materials and provide photographs or other information if requested so that we can investigate the matter promptly.
• Where Orlove Diamonds confirms a manufacturing defect or fulfilment error, we will provide an appropriate remedy in accordance with the circumstances and applicable consumer law.
• Manufacturing defects are different from damage resulting from normal wear and tear, accidental damage, misuse or unauthorised alteration.
• Before returning any jewellery, please contact Orlove Diamonds Customer Care with:
• Your name;
• Order number;
• Product details; and
• Reason for the return or exchange.
• For security reasons, customers should not send jewellery back without first receiving return instructions from Orlove Diamonds.
• This allows us to provide the appropriate return procedure for valuable jewellery and helps ensure that your return can be properly identified and processed.
• Unless otherwise stated at the time of the promotion, jewellery purchased during a sale or promotional campaign will be subject to the return, exchange and buy-back conditions applicable to that particular offer.
• Where a promotional item has special conditions, those conditions will be communicated before or at the time of purchase.
• Orlove Diamonds may update this Return, Exchange & Buy-Back Policy from time to time.
• The policy and commercial terms applicable to a purchase will generally be those communicated or in effect when the order was placed, subject to applicable law.
• Any changes will be published on our website.
• Nothing in this policy is intended to exclude, restrict or modify any consumer rights or remedies that cannot lawfully be excluded or limited under applicable Singapore law.
• Where there is any inconsistency between this policy and a mandatory requirement of applicable law, the applicable legal requirement will prevail.
• Orlove DiamondsCrafted with intention. Chosen with confidence.