Terms & Conditions

How to Buy – when you are ready

If you have made your purchase at a Diamond Exchange office in Melbourne, Sydney, Toronto or New York, Your customer service consultant will handle all the formalities for you.

If you choose to purchase online then:

If you are ready to proceed, email soon or phone and we will send a formal 'Request to Purchase' subject to availability.  When you commit to the purchase, nominating your method of payment and confirming your delivery details, we can hold the diamond for 24 hours while you organise payment and we finalise the invoice and order details.

If you are not quite ready to buy, keep on looking and learning but do not be too concerned about the diamond you may want being sold before you make up your mind, there will be another one just for you.

Our ideal is for you to be sure of what you want, ready to buy, and certain that we could find the best diamond to suit your wishes of quality and value exactly, if you wished.

Our Terms of Trade

The diamond price quoted on the web is fixed for 24hrs from the time you express your interest to us and may be subject to change thereafter.

Free delivery of purchases within Australia to metropolitan areas. Additional charges apply for rural areas and overseas territories.

Payment options and confirmation of purchase

Our preferred payment option is Netbank transfer or direct bank transfer to our Commonwealth Bank account.  Allow overnight for the transaction to appear in our account.  Alternatively, you may pay by VISA, MasterCharge, or Mastercard (add 1.5% administration charge) or by AMEX (add 4% administration charge) or by bank cheque.  Escrow service is also available for an additional service charge of 5% payable to the escrow agent regardless of the outcome.

The diamond is considered to have been purchased only after confirmation of deposit of funds to our account by transfer or bank cheque, or credit card transaction approval.  If none of these events happen within the 24 hour hold period then, unless you made special arrangements with us, the hold will be released and it is possible that someone else may choose that diamond.

Refunds and Guarantee

Your money will be refunded if we happen to miss the diamond you wanted because of fine timing.  If you wish, we will find a suitable replacement.

We inspect every diamond before it is shipped to you.  In the rare event that the diamond is not as expected we will refund your money or find a suitable replacement, as you wish.

We offer a 14 day money back guarantee if you are not entirely satisfied with your diamond purchase. The money back guarantee is limited to diamonds purchased but not sighted. This would be the case if a diamond was imported on your behalf or if we shipped to you a diamond selected from our database and you have not seen the diamond prior to delivery.

For obvious reasons custom made jewellery is excluded from the return policy, the diamond component of the jewellery is however  included.

Where goods returned are GIA, AGS,or HRD certified diamonds, authenticity shall first be verified by an independent and duly registered valuator before final settlement. Where the diamonds are DCLA certified or any other laboratory not mentioned above, then the diamond/s shall be verified by DCLA (Diamond Certification Laboratory of Australia) before final settlement.

Returns take around six working days to process from the date the item is received by us.

The diamond/s returned must be accompanied by the ORIGINAL COPY OF THE MATCHING AND/OR IDENTIFYING CERTIFICATE(s). Returns not accompanied by all of their original documentation WILL NOT BE HONORED. All diamonds must be in new condition without having been altered in any way.

Diamond Exchange Ltd.. will refund the purchase price of the DIAMOND returned within the time-frame and manner specified above, LESS ORIGINAL SHIPPING COSTS.The refund shall be made in the same form of payment the original purchase was made. For example, the refund will be a credit back to the purchasing credit card, or wire transfer, etc.

NOTE: YOU MUST OBTAIN A "RETURN MERCHANDISE AUTHORIZATION (RMA)" CODE FROM Diamond Exchange Ltd. BEFORE RETURNING DIAMONDS. WE WILL NOT ACCEPT ANY RETURNS WITHOUT A RMA. THE RMA NUMBER MUST BE CLEARLY WRITTEN ON YOUR ORIGINAL INVOICE BEFORE RETURNING AND ON THE RETURN SHIPPING LABEL. ANY DIAMONDS RETURNED WITHOUT AN RMA WILL BE REFUSED. ALL RETURNS SHOULD BE SENT TO:

Diamond Exchange Ltd.  
Returns Department 
Level 7 # 267 Collins Street
Melbourne Vic 3000
Australia 
An Original Invoice has an encoded sticker attached

Life Time Upgrade Policy

Diamond Exchange offers a lifetime upgrade policy on all Round Brilliant, Ice Square Ideal Cuts and Princess cuts that are graded by us as Ideal Cut, Excellent Cut, Very Good Cut, Premium Cut, and International Fine Cut.

You may upgrade the diamond/s purchased at Diamond Exchange limited at any time during your lifetime. The upgrade diamond or purchase should be at least 20% (twenty percent) more expensive than the original purchase. The full purchase price of the original purchase will be credited to your new purchase once the original purchase has been inspected and verified by an independent and suitably qualified valuer.

Delivery

Allow 7-10 working days for delivery of diamond. If you have also ordered a ring, please allow a further 7-10 working days for delivery.  We will contact you to make arrangements for you to collect or you will be notified of courier dispatch and you can track your delivery over the internet.

Tourist GST Refund Scheme TRS

Tourists and Australian residents taking diamonds out of the country using the Scheme should read the information at the link below carefully

Click here for details  TRS

Privacy policy

A privacy policy is your guarantee that any personal information given to Diamond Exchange Ltd will remain private. Any personal information gathered will never be sold to any third party for any reason. Diamond Exchange Ltd only collects personal information from customers in order to process billing and fulfill orders. Diamond Exchange Ltd is committed to keeping your personal information private.

Verify your identity for payment authorization; 
Ship your order to you; 
Contact you regarding your order status; 
Personalize your shopping experience; 
Send you helpful information from Diamond Exchange Ltd; and, 
Generate anonymous statistics.

Your personal information will be shared with your credit card company and the party through whom your product is shipped. This shared personal information includes all the following:

your name; 
your e-mail address; 
your street address; 
your telephone number; and, 
your credit card information (so we can authorize and charge the purchase). 
Your personal information is not distributed to mailing-list firms