RETURNS / REFUNDS
We want you to know that your happiness with our lab-grown diamonds and jewelry is our highest priority. As such, we offer a 100 day return policy, allowing you plenty of time to ensure that everything is just right. If you decide to return your purchase for any reason, just return it within 100 days, along with the Lab Created diamond certificate (if applicable) for a full refund or an exchange, at your option.
Clean Origin will pay for the cost of return shipping on all ring and loose Lab Created diamond returns by providing you with a pre-paid Fed-Ex return shipping label, along with instructions on how to prepare your return.
All returned items must be returned with all documentation (including Lab Created diamond certificates) and must be in their original, out-of-the-box condition.
Items that have been previously exchanged, re-sized, engraved and custom pieces are not eligible for return and shall be considered a final sale.
Returning Your Order
In order to return your order, please follow these instructions:
- Obtain your shipping label: Contact us at firstname.lastname@example.org and we will provide you with your free FedEx return shipping label along with a code for tracking the return. Free FedEx return shipping labels are only available in the United States at this time and only for 1 (800) 637-8710.
- Preparing your purchase for Return: It is very important that you include all of the original packaging and accompanying materials with your return, including the Lab Created diamond certificate (to avoid being charged a $150 certificate replacement fee) and the original packing slip. For resizes, please retain your original certificates and related materials. To avoid security issues, please do not write anything on the packaging that could be used to identify its contents.
- Insurance: There is insurance available on your product return or re-size, but ONLY if you use the FedEx prepaid label, apply the return code, and "double box" the returned or re-sized item as follows: Place your item inside its original package, as it was delivered to you (i.e., inside the jewelry box). Next, include that box inside the original packaging you received from Clean Origin wherever possible. If you no longer have the original outside packaging, please include the jewelry box inside a small FedEx Priority box and seal it. This box (either the outside packaging or the FedEx Priority box) should be placed inside a medium FedEx Priority box. Next, apply the provided FedEx label to the outside of the medium FedEx Priority box, write the return code on the label, and drop it off at the FedEx location most convenient to you. Please note that neither Clean Origin nor FedEx are responsible for packages dropped off in FedEx Drop Boxes or Non-FedEx staffed locations, so please consider that in your location decision. It is highly recommended that you request a receipt from FedEx at the time of drop off to confirm that the shipment has been received. This will also serve as your proof for insurance purposes.
Once your returned purchase is received, our Returns Department will inspect the returned item. All un-boxing are done under recorded video to ensure that what was received by us is not lost or misplaced. Additionally, each of our Lab Created diamonds have been micro-etched with unique identifiers, which will be used to verify their authenticity. Once the returned item has been verified, a process which can take up to seven (7) business days from receipt, Clean Origin will issue you a refund for the original purchase price amount using the same means that payment was originally made, except for bank wire payments, which are refunded by check. Credit card refunds may take as much as one-monthly billing cycle to appear on your credit card statement, depending on your issuer.
You must obtain a return shipping authorization code from us prior to returning. If you do not include this code on your return label or if the packaging does not meet the above standards, we may refuse delivery or you may be charged a re-stocking fee of $50. You have seven days from the issuance of the return authorization code to ship your return. All requests for refunds may require you to complete additional paperwork to document the request.
Call us at 1 (800) 637-8710 if you have any questions.