At GRANDQOUVER we stand behind the quality of our products and offer customers the opportunity to cancel any order made before payment. We offer you this policy to allow enough time to consider your purchase as well as to give you the peace of mind that your choice of product meets your requirements and expectations. We suggest that you carefully select your diamonds so that the need of return/exchange does not arise. After payment or partial payment is made we would assume that you had carefully considered and agree on your diamond and gemstones specification and no cancellation or refund is allowed. Should you decide to return your item due to the certificate number inscribed on the girdle of the diamond is not accurate (to reduce the need to return we will send you a digital video or picture of the certificate number inscribed on the girdle of the diamond before we send the goods and if the digital video or picture is agreed upon no return is allowed to prevent fraudulent refund) it need to be done in its original condition (without any damage) with all accompanying documents, materials and proof that the inscribed number is not accurate, and no later than 7 days after the purchase date, we will issue you a refund or exchange. While we do offer all clients free shipping when delivering your order, we deduct a shipping charge for returns. This charge is the exact amount the courier company charges for the shipment and it will be deducted from your refund. For custom made jewellery and GIA graded diamond, we strictly do not accept refund unless valid and solid reasons are proven and provided.
The Return Shipping Charges & Process
1) Malaysian orders: FREE one time return shipping for Resize, Refurbishment & Warranty Claim* for Manufacturing Defects by GRANDQOUVER. For subsequent returns, the customer will have to bear the return shipping charges to GRANDQOUVER.
2) International orders: FREE one time international return shipping for Warranty Claim* for Manufacturing Defects by GRANDQOUVER. For international returns apart from Warranty Claims, the customer will have to bear the return shipping charges to GRANDQOUVER. GST, VAT, Duty Tax or other charges incurred here will be borne by the customer. *Terms and conditions apply for Warranty Claims. Upon receiving your returned item in its original condition with all accompanying documents and materials. The diamond will be weighed and checked against its corresponding grading certificate and our quality assurance graduate gemologist will sign it off. Your refund will then be processed in the next 4-5 days; however it may take as long as 2 weeks, depending on your location and/or payment method.
How to Prepare a Return
The following steps must be strictly adhered to successfully return an item to GRANDQOUVER and receive a refund: Your Return Reference Number: e-mail our customer service representative stating your order number and you will be given a returns reference number. Write this number down and include it inside the package when shipping back to us. Packaging Your Return: Please include ALL the original packaging and additional materials – make sure you include your diamond grading certificate as replacing this certificate is costly and we therefore charge customers a penalty should a replacement be necessary. For security reasons, avoid writing, “DIAMONDS” “GEMSTONES” or “GRANDQOUVER” anywhere on the outside of the box. Insuring and Shipping Your Package: Depending on the value of your order (printed on your invoice), choose one of the following two: – Value is or less than $10,000: We will organise a courier company to collect the package from you at a location and day of your choice. – Value is more than $10,000: Such returns require that you contact one of our customer service consultants to make special arrangements. Please call us or send an email to firstname.lastname@example.org stating you would like to make a return and your order reference number. GRANDQOUVER does not accept responsibility for any loss or damage to returned shipments but we will help you through every step of the process. Please follow the above-stated instructions carefully. Returns that do not have a “returns reference number” and parcels that are improperly packaged will be refused receipt. Please contact us if you have any questions about our return procedure.