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Frequently Asked Questions
What is Diamond Nexus's return window?
Items can be returned within 30 days of receiving your order for an exchange or a full refund, and returns must be postmarked within that window. Starting a Return Merchandise Authorization (RMA) request through your My Account Dashboard is the first step, after which US and Canada customers receive a shipping label and packing slip.
What condition does an item need to be in for a return?
All returns must be unworn and in new condition, with all original packaging and documentation included. Returns with missing items carry a minimum $25 charge, so keeping everything that arrived, boxes, certificates, and inserts, together until you're sure about keeping the piece protects the full refund.
Does Diamond Nexus offer free resizing?
Yes, a one-time complimentary resizing is available within the first year from the date of shipment, accommodating up to two full ring sizes from the original. Non-precious metals like tungsten and titanium, along with eternity bands, can't be resized at all, so this is worth checking before ordering one of those styles in an uncertain size.
What does the lifetime stone guarantee cover?
Diamond Nexus guarantees its Nexus Diamond Alternative and moissanite stones for life against chipping, cracking, and discoloration with regular care, and will replace a stone at no cost if there's ever an issue. This guarantee is voided if a piece is serviced or the stone is set by a jeweler other than Diamond Nexus.
Are repairs due to normal wear and tear covered?
No, repairs due to wear and tear, lost stones, or product loss and theft aren't covered under the standard warranty. Diamond Nexus specifically recommends purchasing a protection plan through a third-party provider to cover accidental damage and loss beyond what the manufacturing and stone warranties address.
How does store credit work if I choose that over a refund?
Store credit issued from a return is valid for 3 years from the date of issuance, though credit older than 90 days becomes non-refundable, meaning it can't later be converted back to cash. Existing credit approaching the 3-year mark gets a 6-month grace period, so using it well before that window closes is the safer approach.
Are international orders covered by the standard return policy?
No, international orders and select other items aren't covered under the normal returns and guarantees policy. Checking a specific item's return eligibility before ordering matters more for international shoppers than for domestic ones.
Does Diamond Nexus offer free shipping?
Yes, US orders over $100 ship free with no signature required. Additional fees for shipping upgrades are non-refundable even if the order is later returned.
