The short version
- You can return any diamond for any reason within 15 calendar days of delivery.
- The diamond must remain in its original unopened, sealed acrylic case and be returned with its original IGI grading report (certificate). The diamond, case and report must be in original condition.
- You can inspect the diamond through the clear case without breaking the seal.
- Email support@axiomdiamond.com for a return authorization (RA#) before you ship anything.
- Once approved, refunds go to your original payment method, less any credit-card processing fees that cannot be recovered.
Inspecting your diamond without losing your return
Every Axiom diamond ships in a clear acrylic case that's double-sealed so the correct stone always stays with its report. You can look at the diamond closely, compare it to the IGI report and video, and see it in different lighting, all without opening the case.
Opening or breaking the seal ends return eligibility. So does having the diamond mounted or set. If you're planning to have the stone set, make your decision while it's still sealed, and have your jeweler prepare the setting from the measurements on the report.
Return window
You have 15 calendar days from the date the carrier shows your order as delivered to contact us and request a return. Requests made after that aren't eligible.
What makes a return eligible
To qualify for a refund, all of the following need to be true:
- You contacted us within 15 calendar days of delivery and received an RA# once the condition of the stone and case is verified.
- The diamond is still in its original unopened, sealed acrylic case, and both the diamond and case are in original condition.
- The diamond hasn't been unsealed, removed from its case, mounted, set, engraved, altered or damaged.
- The original IGI grading report (certificate) comes back with the diamond in original condition.
- The diamond is the same stone we shipped, matching its report.
- The return is packed and shipped following the instructions we send with your RA#.
How to start a return
- Email support@axiomdiamond.com with your order number and the reason for the return. (Any reason is fine. It helps us improve.)
- We'll reply with your RA# and shipping and insurance instructions once diamond and case conditions have been verified.
- Pack the diamond exactly as instructed. Don't ship anything before you have an RA#.
- Have the carrier pick it up within 5 business days of receiving your RA#. After that, the authorization expires.
Return shipping
Axiom provides a prepaid, fully insured return label at no cost to you.
We're not responsible for returns sent without an RA#, sent to the wrong address, or shipped differently than we instructed.
Inspection and refunds
When your return arrives, we check that the seal is intact, that the diamond matches its original IGI grading report (certificate), and that the diamond, case and report are in original condition. In some cases we may send the stone for third-party verification before approving the return.
Once approved, refunds are issued to your original payment method, less any credit-card processing fees that cannot be recovered. Axiom provides free shipping on all orders, so there is no shipping charge to deduct. We aim to complete inspection within 5 business days of receiving the return. After we issue the refund, your bank or card company may take 5 to 10 business days to post it.
If the case arrives unsealed, the original IGI grading report (certificate) is missing, or the diamond, case or report is altered, damaged or doesn't match the diamond we shipped, we'll contact you before deciding how to resolve it. In that case the return may not qualify for a refund, and we may send the diamond back to you.
Canceling an order
You can cancel an order any time before it ships; we do not charge a separate cancellation fee. Email support@axiomdiamond.com with your order number. Any refund will be issued to your original payment method, less credit-card processing fees that cannot be recovered. Once shipped, you will have to return the item within the 15-calendar-day return window, after it arrives from the carrier.
Damaged or lost deliveries
Every Axiom shipment is free, fully insured, and requires a signature on delivery.
If your package arrives damaged, or if tracking shows it delivered and you don't have it, contact the carrier immediately and be sure to contact us at support@axiomdiamond.com to inform us of the issue. We'll work with the carrier and the insurer on the claim, to ensure it gets resolved as quickly as possible.
Exchanges
We don't do direct exchanges. If you'd like a different diamond, return the original under this policy and place a new order.
Questions
Email support@axiomdiamond.com with any question about a return, refund or delivery. We'll normally get back to you within 1 business day.