Diamond jewelry refund process & return policy details

Returns & Refunds

Our return policy & refund process

We want every MadisonDia purchase to feel completely right. That's why we review your diamond with you before it ever leaves Hong Kong — and back every order with a clear, no-fuss return policy.

✨ At a glance
💎

30-day unconditional returns — loose diamonds

Change your mind for any reason within 30 days of delivery. No questions asked.

📄

IGI certificate review before dispatch

We send your diamond's IGI certificate for your approval before we ship — so you know exactly what you're getting.

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5 alternatives if you're not satisfied

Not happy with the stone? We'll present at least 5 alternatives of the same specification at no extra cost.

✅

Full refund — no fees, no deductions

If you're still not satisfied after reviewing alternatives, we'll issue a complete refund with zero charges.

🔄 How the return process works
Loose lab grown diamonds
1

We send your IGI certificate before shipping

Once your order is confirmed, we email your diamond's IGI certificate and full specifications for your review — before anything is dispatched.

2

Not satisfied? We offer 5+ alternatives

If the diamond doesn't meet your expectations, simply let us know. Our team will present at least 5 alternative stones of equivalent specifications for you to consider.

3

Still not happy? Full refund, no fees

If none of the alternatives suit you, we'll process a full refund with no deductions or additional charges.

4

30 days after delivery — unconditional returns

Changed your mind after receiving your diamond? You have 30 days from the delivery date to return it for any reason. The diamond must be returned in its original condition and packaging.

🕑 Refund timelines
After we receive your return
1–3
business days inspection
3–10
business days for refund to appear

Refund timelines may vary slightly depending on your payment method and bank. We'll notify you by email as soon as your refund has been processed.

💍 Custom jewelry — rings, pendants & earrings
📷

Photo approval before production begins. We share the CAD design and diamond details with you for sign-off before any crafting starts.

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Final photos before shipment. You'll receive photos of your completed piece before it ships, so there are no surprises on arrival.

⚠️

Custom pieces are non-refundable once production begins. As all jewelry is made to order, we're unable to accept returns on custom pieces after production has started — which is why we have a thorough approval process in place beforehand.

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Complimentary repair within the first year. All custom jewelry includes one complimentary repair within 12 months of delivery, excluding damage caused by misuse or accidents.

📝 Return conditions
✅

Items must be returned in their original, unworn condition with all original packaging and documentation (including IGI certificate).

✅

Returns must be initiated within 30 days of the confirmed delivery date.

✅

Return shipping costs and tax are the responsibility of the customer unless the item was received damaged or incorrect.

❌

Custom-made jewelry cannot be returned once production has commenced.

❌

Items showing signs of wear, alteration, or damage will not be eligible for a refund.

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Have a question about your order or want to start a return? Contact our team and we'll guide you through every step — we're here to make it easy.