Returns & Warranty

At Matcha Diamonds, we stand behind the exceptional quality and authenticity of our loose gemstones and fine jewelry. If your purchase does not completely meet your expectations, we are here to assist you.

Return Eligibility

Loose Gemstones & Ready-to-Ship Stock

You may return loose gemstones or stock, non-customized jewelry items within 7 days of delivery under the following conditions:

  • The item must be in its original, pristine, and unworn condition.

  • Loose gemstones must not have been set, mounted, or altered in any way.

  • All original packaging, protective displays, and accompanying grading reports or laboratory certificates must be intact and included.

  • There must be no signs of wear, damage, scratches, or handling remnants.

Custom Fine Jewelry & Altered Items (Non-Returnable)

Fully bespoke designs, custom-sourced gemstones, and jewelry pieces altered or created to your specific requirements are strictly non-returnable and non-refundable. This includes:

  • Jewelry settings manufactured or CAD-engineered to your specific measurements or finger size.

  • Personalized, custom-engraved, or uniquely modified pieces.

  • Special procurement orders for gemstones not listed in our standard live vault inventory.

Restocking Fees

  • Returns requested after the standard 7-day period are evaluated on a case-by-case basis. If an exception is approved, these late returns are subject to a 10% restocking fee to cover re-insurance and processing costs.

How to Initiate a Return

  • Step 1: Request Return Authorization: Contact our customer service team by emailing info@shopmatchadiamonds.com. Please include your unique order number and the reason for your return. Our team will review the request and respond within 1 business day with secure return instructions.

  • Step 2: Prepare the High-Value Parcel: Pack the items securely, utilizing the original presentation boxes and protective shipping insulation. You must include all original components, laboratory certificates, and packaging. Missing certificates will result in a deduction from your final refund.

  • Step 3: Ship Your Return Securely: For insurance validation, your return parcel must be dispatched within 5 business days of receiving your return authorization. We highly recommend using an insured, trackable shipping service with signature confirmation, as Matcha Diamonds is not responsible for items lost or damaged in transit back to our vault.

  • Step 4: Inspection & Refund Processing: Every return undergoes a rigorous inspection by our team within 2 business days of receipt to verify that the stone or jewelry piece matches our digital records and has not been altered or swapped. Approved refunds are processed within 5 business days back to your original payment method (bank processing times may take an additional 5–10 business days to reflect).

Exchanges

If you prefer to exchange a loose gemstone or standard jewelry piece for a different selection from our inventory:

  1. Return the original item following our standard return workflow.

  2. Once the return passes inspection, you can choose to receive store credit or a direct refund.

  3. Place a new order online for your preferred gemstone or fine jewelry piece.

Damaged or Incorrect Shipments (Upon Delivery)

If you receive an item with a clear structural discrepancy or shipping error:

  • Contact us within 48 hours of delivery with clear photos of the issue.

  • If verified, we will arrange and cover the cost of secure return shipping.

  • You will be offered a full replacement, a repair (for eligible fine jewelry), or a full refund.

What Does Not Qualify for an Immediate Return/Refund:

  • Minor visual variations inherent to natural, earth-mined gemstones (such as microscopic natural inclusions or silk).

  • Subtle color differences or shifts that occur under different lighting sources (natural sapphires and colored stones are dynamically reactive to ambient lighting).

  • Damage caused by improper handling, accidental dropping, or setting attempts by an unauthorized external jeweler.

Two-Year Limited Warranty

  • A warranty claim must be submitted within two (2) years of delivery, and the defect must have arisen during normal use within that period.

  • This warranty applies only to the original purchaser and is non-transferable. Proof of purchase is required for all warranty claims.
  • Important Notice: This warranty is not an insurance policy. We strongly recommend obtaining separate specialized jewelry insurance to cover loss, theft, and accidental damage.

What Is Covered

Manufacturing defects include:

  • Loose, missing, or incorrectly set stones resulting directly from manufacturing workmanship.

  • Defective prongs, clasps, or closures due to a factory or structural fault.

  • Incorrect metal type, purity, or finish compared to your confirmed order specifications.

  • Incorrect size, dimensions, or weight that materially differ from your confirmed order specifications.

  • Engraving errors entirely attributable to our production team.

  • Structural flaws that impair normal wearability under intended use.

  • Gemstone Variations: Minor natural variations in gemstone color, clarity, or inclusions are inherent to natural stones and do not constitute defects. However, if a gemstone's characteristics materially and substantially differ from the specific grading or description provided in your confirmed specifications, this may be evaluated for coverage.

What Is Not Covered

This warranty entirely excludes coverage for:

  • Normal wear and tear, including surface scratches, minor dents, and bent or misshapen bands over time.

  • Changes in metal finish or natural patina development.

  • Stone loss, cracks, fractures, or damage resulting from physical impact, pressure, or external force.

  • Loss, theft, or mysterious disappearance of the item.

  • Accidental damage, misuse, abuse, or improper cleaning and storage.

  • Damage resulting from resizing, setting, modification, or repair performed by anyone other than Matcha Diamonds or an explicitly authorized jeweler.

  • Exposure to harsh chemicals, cosmetics, chlorine, or abrasive cleaning agents.

  • Engravings or customizations performed by a third party after purchase.

  • Incorrect size selection by the customer at the time of ordering.

Contact Our Team

Questions regarding your return eligibility, warranty claims, or a specific order?

  • Email: info@shopmatchadiamonds.com

  • Client Service Hours: Monday – Friday, 10:00 AM – 4:00 PM EST