Politique de remboursement

Return & Adjustment Policy

1. Final Sale — In-Store Purchases

All purchases completed in our Antwerp showroom are final, subject to any statutory rights that cannot legally be excluded.

Customers are given the opportunity to fully inspect the item, certificates, and specifications before completing the purchase. Once payment is completed in the showroom, the sale is considered final, except where applicable law provides otherwise.

2. Online Purchases — Return Conditions

Due to the certified and high-value nature of our diamonds and jewelry, returns are handled under controlled conditions and in accordance with applicable consumer protection laws.

All items are shipped in tamper-evident security packaging that allows visual inspection of the product without opening the seal.

Where a statutory right of withdrawal applies, the customer must notify Antwerp Diamond Market within the legally applicable withdrawal period.

Returned items must be in their original condition and include all original certificates, packaging, documentation, and security features.

Opening, breaking, removing, replacing, or tampering with a security seal may affect return eligibility where the condition, identity, authenticity, or value of the item can no longer be reliably verified.

Items showing signs of wear, damage, resizing, alteration, modification, missing documentation, certificate substitution, or other evidence affecting their original condition may not qualify for a full refund, subject to applicable law.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

3. Custom, Personalized & Made-to-Order Items

Custom-made pieces, engraved items, special orders, and products manufactured or modified according to a customer's individual specifications cannot normally be returned or refunded, except in the case of a verified manufacturing defect or where otherwise required by applicable law.

This includes, where applicable:

  • Engraved jewelry

  • Custom ring sizes or dimensions

  • Made-to-order pieces produced to customer specifications

  • Personalized designs

  • Bespoke settings

  • Jewelry manufactured or modified specifically according to the customer's selected specifications

Where applicable, personalized or made-to-order products may be exempt from the statutory right of withdrawal under EU consumer protection law when they are made to the consumer's specifications or are clearly personalized.

4. One-Time Resizing Service

If a ring or bracelet does not fit, the customer may request one resizing adjustment within 14 days of delivery, subject to the design being suitable for resizing.

To qualify for complimentary resizing, the following conditions should be met:

  • The request is made within 14 days of delivery

  • The item is unworn, undamaged, and unaltered

  • The item is returned with the original box, certificates, and documentation

  • Any security seal and identifying serial numbers remain consistent with the original order

  • The jewelry design is structurally suitable for resizing

Resizing Terms

The first eligible resizing is provided free of charge.

Any additional resizing requests may be subject to standard service fees determined by Antwerp Diamond Market.

Certain designs, stone settings, materials, or construction methods may make resizing technically impossible or inadvisable.

5. Security Packaging & Tamper-Evident Seal

Items may be shipped inside a clear security bag with a unique serial-numbered tamper-evident seal.

This security system is intended to protect the identity, authenticity, and condition of high-value jewelry and certified diamonds during transportation and inspection.

If a security seal is broken, replaced, altered, or does not correspond with the original documentation, Antwerp Diamond Market may require additional authentication before accepting a return, resizing request, or other adjustment.

Any decision concerning return eligibility will remain subject to applicable consumer law.

6. Shipping, Insurance & Return Costs

Online orders are shipped via insured professional courier services.

For approved resizing requests or authorized returns:

  • Return shipping and insurance costs may be the responsibility of the customer unless otherwise required by applicable law or agreed in writing.

  • Antwerp Diamond Market may offer complimentary or subsidized return shipping at its discretion.

  • Customers must follow the return shipping instructions provided by Antwerp Diamond Market.

  • High-value items must be appropriately insured during return transportation.

  • Where a product is defective, incorrect, or otherwise subject to mandatory statutory remedies, return costs will be handled in accordance with applicable law.

7. How to Request a Return or Resizing

Customers requesting an authorized return or resizing should contact:

Email: diamond@antwerpdiamondmarket.com

For resizing requests, please use:

Subject: Resizing Request — Order #XXXX

For return requests, please use:

Subject: Return Request — Order #XXXX

Please include:

  • Order number

  • Reason for the request

  • Photos of the item and/or sealed package where relevant

  • Desired new size for resizing requests

After reviewing the request, Antwerp Diamond Market will provide the appropriate return or service instructions.

Do not ship high-value jewelry or diamonds back to us without receiving return instructions first.

8. Fraud Prevention & Authentication

Antwerp Diamond Market maintains strict anti-fraud and authentication procedures to protect customers and the integrity of certified diamonds and jewelry.

Evidence of:

  • Tampered or substituted security seals

  • Replaced or altered certificates

  • Mismatched serial numbers

  • Undisclosed resizing or modification

  • Product substitution

  • Fraudulent or falsified claims

may result in additional authentication procedures, rejection of a claim where legally permitted, and, in cases of suspected fraud, referral to the appropriate authorities.

9. Legal Rights

Nothing in this policy excludes, restricts, or affects statutory consumer rights that cannot legally be waived or limited under applicable law.

Where mandatory consumer protection law conflicts with any provision of this policy, the mandatory legal provision will prevail.

10. Deposit & Payment Policy

For eligible orders, customers may place an order by paying a 50% deposit through our approved payment method.

The deposit forms part of the total purchase price and confirms the customer's order.

For custom, personalized, bespoke, or made-to-order jewelry, production may begin after the deposit and order specifications have been confirmed. Once production has commenced, cancellation and refund rights may be limited in accordance with applicable law.

The remaining 50% balance must be paid according to the agreed collection or delivery arrangements and before the transaction is considered fully settled.

Any specific payment or delivery arrangement confirmed in writing for an individual order will form part of that order agreement.

11. Antwerp Showroom & Collection Point

Antwerp Diamond Market
Appelmansstraat 13
2000 Antwerp
Belgium

Customers may visit our Antwerp showroom for diamond inspections, jewelry consultations, and order collections by appointment.

Please contact us in advance to arrange your visit:

diamond@antwerpdiamondmarket.com

Collection is available once the applicable payment and order requirements have been completed.