Refund policy
Return & Refund Policy
Aurelion Diamonds is operated by EC Aurelion Ltd.
1. Right of Withdrawal
Customers have the right to withdraw from the purchase agreement within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which the Customer, or a third party other than the carrier indicated by the Customer, receives the product.
To exercise the right of withdrawal, the Customer must inform Aurelion Diamonds of their decision by means of a clear statement, for example by email to concierge@aureliondiamonds.com. No prior authorisation is required. It is sufficient to send the statement before the withdrawal period has expired.
The right of withdrawal may also be exercised before delivery.
2. Effects of Withdrawal
If the Customer withdraws from the agreement, Aurelion Diamonds will reimburse all payments received from the Customer, including the costs of standard delivery. Any additional amount for a premium or express delivery method chosen by the Customer above the standard delivery cost is not reimbursed.
Refunds are made without undue delay and no later than 14 days after the day on which Aurelion Diamonds is informed of the withdrawal.
Aurelion Diamonds may withhold reimbursement until the returned product has been received or until the Customer has provided evidence of having sent it back, whichever occurs first.
3. Returning the Product
The Customer must send the product back within 14 days after informing Aurelion Diamonds of the withdrawal.
Please pack the product securely and include all certificates, grading reports and documentation, together with the original packaging where reasonably possible.
The Customer is only liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
4. Return Costs
For a change-of-mind return, the Customer bears the direct cost of returning the product. This does not apply where a product is faulty, incorrectly supplied or does not conform to the order.
Aurelion Diamonds is not responsible for items lost, stolen or damaged during return shipment.
We strongly recommend using a fully insured and trackable shipping service.
5. Personalised and Individually Made Items
A piece ordered using our standard Collection options remains a normal Collection product, even when it is crafted after the order. Choosing an available carat size, gold colour or standard ring size does not, by itself, make a piece personalised, and crafting a piece after the order does not, by itself, exclude the right of withdrawal.
The statutory right of withdrawal is excluded only where a legal exception applies, in particular for goods made to the Customer's individual specifications or clearly personalised, such as jewellery with a personal engraving, an individual Bespoke design or a modification outside our standard Collection options (Article 16(c) of Directive 2011/83/EU). Any applicable exception is explained to the Customer before the order is placed.
For Bespoke orders, the withdrawal position depends on the actual individual specifications or personalisation. The Bespoke label alone does not remove statutory rights.
A piece from The Vault is not excluded from the statutory 14-day right of withdrawal simply because it is unique or has already been crafted.
6. Cancellation of Personalised Orders
Where an order is personalised within the meaning of section 5, it may be cancelled free of charge until production has started. Customers wishing to cancel an order should contact Aurelion Diamonds as soon as possible at concierge@aureliondiamonds.com.
7. 30-Day Exchange Service
In addition to the statutory right of withdrawal, eligible non-personalised Collection jewellery qualifies for our exchange service. The request must be submitted no later than 30 calendar days after receipt. From day 15, this service provides an exchange only, without an additional right to a refund. The item does not need to have reached us by day 30; return instructions and the shipping deadline follow approval of the request.
For this service, jewellery must be unworn, undamaged, in its original condition, complete with certificates and documentation, and in its original packaging where reasonably applicable. Pieces with a personal engraving, individual modifications outside our standard Collection options, Bespoke pieces and pieces from The Vault are not eligible.
The conditions of this voluntary service do not restrict the statutory right of withdrawal or the Customer's rights for faulty, incorrectly supplied or non-conforming products.
8. Refund Method
Refunds will be issued using the same payment method used for the original transaction unless expressly agreed otherwise.
No additional fees will be charged for the refund.
9. Damaged, Faulty or Incorrect Items
If the Customer receives a damaged, defective or incorrect product, Aurelion Diamonds must be notified without undue delay and preferably within 48 hours of delivery.
If a piece has a manufacturing or technical defect, Aurelion Diamonds will take full responsibility and repair or replace the item at no cost. The Customer's statutory rights for faulty, incorrectly supplied or non-conforming products remain unaffected.
10. Contact Information
Aurelion Diamonds
Operated by EC Aurelion Ltd
Email: concierge@aureliondiamonds.com