Refund and Returns Policy
Refund & Return Policy
Solavici Return & Cancellation Policy (USA Only)
We understand a diamond purchase is a significant investment. Solavici is committed to your complete satisfaction, backed by a clear policy that ensures fairness and security.
I. Return Window and Eligibility
Return Window: We offer a 14-day return window for all eligible loose diamonds and jewelry. This period begins on the date your order is delivered to you by the shipping carrier. The return package must be shipped and postmarked within this 14-day period.
Shipping: We provide a Complimentary Prepaid Shipping Label for all approved returns within the USA.
Eligibility: Returns are only accepted for items explicitly marked as “returnable” on their product page, and not excluded under the Final Sales terms (Section IV).
Item Condition: All returned Goods must be in their original, unused, and undamaged condition, exactly as received.
II. Mandatory Return Requirements
To secure your refund and comply with our security protocols, you must adhere to the following steps for all returns. Failure to meet any of these mandatory requirements will result in the forfeiture of your right to a refund or replacement.
Authorization: You must contact Solavici support at [email protected] to receive a mandatory Return Authorization (RA) and your prepaid shipping label. Unauthorized returns will be rejected.
Packaging & Certification: The return package must securely include:
The original invoice or Order number.
The original diamond certificate or grading report.
Certificate Fee: A fee of $150 will be deducted from your refund for any missing, damaged, or altered certificates.
Return Video Evidence: The act of transferring the Goods to the courier must be recorded on camera. This footage must be unedited, uninterrupted, and held by you for at least 14 days as we may request it.
Quality Check: All returned Goods undergo a final inspection. If the Goods do not pass our quality checks(i.e., they are damaged, modified, or show signs of wear), the return will not be accepted, the Goods will be returned to you (at your expense), and you will remain liable for the full purchase price.
III. Return Frequency and Fees
Complimentary Return Allowance: Each customer is eligible for one complimentary return (without a restocking fee) within a rolling 60-day period.
Restocking Fee: Any additional eligible returns within that same 60-day rolling period will incur a $50 restocking fee, which will be deducted directly from your refund.
Non-Refundable Fees: Original shipping costs and any incurred processing fees are non-refundable.
IV. Cancellations and Final Sales
Custom Jewellery: All custom jewelry, engagement rings, and items designed to your specifications are Final Sale. Returns are only accepted in proven cases of manifest manufacturing error.
Discounted/Sale Items: Items purchased at a discount, promotion, or sale price are considered Final Sale and are not eligible for return or exchange.
Cancellations: Orders may not be canceled after acceptance. If a cancellation is permitted before shipment, you will be liable for all associated costs incurred up to that date, including a 2.5% processing fee.
Voided Rights: Any outstanding or overdue balances owed to Solavici will render your return and refund rights voidable at our sole discretion.
V. Claims, Damages, and Missing Items
For any claim regarding damages, defects, or incomplete delivery, you must comply with the following steps:
Reporting Deadline: You must contact Solavici within 48 hours of delivery to report any damages or defects.
Delivery Video Evidence (Mandatory): For your claim to be valid, you must have recorded a video of the entire process of receiving and opening the parcel, showing the condition of the box, the seal being broken, and the contents. This video must be uninterrupted, uncut, and unedited.
Refuse Compromised Parcels: If the exterior of the parcel appears compromised (damaged, opened, broken seal), you must refuse the parcel from the courier. Accepting a visibly compromised parcel will void your claim.
VI. Refunds
Processing: Once your return is received and passes inspection, we will notify you of the approval status.
Issuance: If approved, the refund will be issued to your original payment method within 10 business days of the approval date. Please allow additional time for your bank or credit card company to process the transaction.
VII. Shipping Policy
Insurance: All shipments are fully insured.
Security: y: Signature confirmation is required for delivery.