Shipping, Warranty, Return & Exchange Policy

SHIPPING, WARRANTY, RETURN & EXCHANGE POLICY

 

Eligibility

 

We fundamentally believe you will be thrilled with the products you purchase from Soha Diamond Co. That’s because we go out of our way to ensure that they’re crafted and rigorously inspected to be just what you want and need. We understand, however, that sometimes a product may not be what you expected it to be. In that unlikely event, we invite you to review the following terms related to returning a product.

 

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original retail packaging, including any and all original tags (still attached), documents, and certificates.

 

Several types of goods are exempt from being returned. Such items include laboratory grown diamonds, gemstones, jewelry, and or accessories, which are engraved, modified, semi-custom, custom, or quarter ring sized.

 

Additional non-returnable items:

* Gift cards

* Downloadable software products

 

Please do not send your purchase back without reviewing our return policy and instructions. To complete your return, please notify Soha Diamond Co. via email, live chat, or phone within the 30-day period of purchase. We require a receipt or proof of purchase. Due to the nature and value of products, we adhere to strict shipping/receiving/insurance guidelines to protect all parties involved. Soha Diamond Co. retains the right to refuse any returns or exchanges that do not comply with our shipping/receiving/insurance guidelines which include using Soha Diamond Co. provided prepaid shipping labels and double boxing products (shipping costs will be deducted from return or exchange upon successful receipt and inspection of products).

 

There are certain situations at Soha Diamond Co.’s discretion where only partial refunds are granted:

* Any item not in its original condition, or is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after order is placed.

 

U.S. Shipping Only

 

Products purchased online from Soha Diamond Co. will only be shipped to addresses within the U.S. and are subject to U.S. and foreign export control laws and regulations. Products must be purchased, sold, exported, re-exported, transferred, and used in compliance with these export laws and regulations. 

 

To return your product, use a Soha Diamond Co. provided prepaid shipping labels and double boxing guidelines established and mail your product to: SDC 8350 Murphy Drive. Middleton, Wisconsin 53562, United States.

 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund or exchange, the cost of return shipping will be deducted from your refund upon successful receipt and inspection of products.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

Since the actual delivery of your order can be impacted by many events beyond Soha Diamond Co.’s control once it leaves our hands, Soha Diamond Co. cannot be held liable for late deliveries. We do not guarantee that we will receive your returned item. We will, however, work with you to ensure a smooth delivery. 

 

 

Our “No Worries” Warranty, Return/Exchange Policy

 

Engagement Rings:

  • Lifetime Manufacturing Warranty
  • 30-Day Returns/Exchanges
    • Void if engraved

Custom:

  • Lifetime Manufacturing Warranty
  • Non-Returnable

 

Excludes:

  • Items that were customized, altered, or re-sized outside of Soha Diamond Co.
  • Normal Wear & Tear
  • Stress Corrosion due to environmental and human factors

 

We know that purchasing an engagement ring is a huge milestone, and also a big purchase. In order to alleviate any concerns involved in this process, we’ve created our “No Worries” Warranty on our engagement rings.

 

We stand behind our quality and craftsmanship, and therefore offer a lifetime manufacturing warranty. We meticulously inspect each and every item during each stage of production and before it ships out to ensure perfection. If there is a manufacturing defect or an error on our end, we will make it right or up to 30 days on order errors. Please note that minute variations in lab-grown diamonds, gemstones, and precious metals do exist and may be due to various factors like craftsmanship and are unique and individual to each item. These unique characteristics are not to be considered defects.

 

Soha Diamond Co. provides the following complimentary (minus shipping) with your lab-grown diamond engagement ring & custom work:

 

  • 60-Day Resizing:
    • We will cover the cost to resize your ring, minus shipping, up to 60 days after purchase. Exclusions include eternity bands (rings with diamonds/gemstones around the entire band).
    • If your band has engraving, there will be an additional cost of $15 to get it re-engraved.
  • 1-year Complimentary Services:
    • We will cover the costs of these services, minus shipping, for 12 months after the purchase of your ring:
      • Cleaning & Inspection
      • Prong tightening
      • Side Stone Replacement
  • Lifetime Cleanings & Inspections:
    • We will clean and inspect your ring for the lifetime of your ring. Just pay for shipping, and we’ll send your ring back looking like new.
    • Any repairs needed caused by normal wear/tear and/or damage we will help to repair for a nominal service fee plus shipping. These costs will be quoted to you upon inspection of the ring and the service(s) it may need.

 

Soha Diamond Co.’s lifetime manufacturing warranty covers the integrity of the metal and craftsmanship of the piece and may be returned for repair or exchange.

 

  • Covers:
    • Metal porosity  
  • To remain eligible:
    • Semi-Annual inspections, cleanings, and maintenance is required, otherwise manufacturer's warranty will be void.

 

The Warranty and Lifetime Cleaning and Inspections are available only to the person who purchased the covered product and is non-transferable from Soha Diamond Co.

 

If we determine your merchandise is damaged due to a manufacturing defect, we will repair the merchandise or, if we deem appropriate, replace the item. If the item is no longer available, Soha Diamond Co. may, at its discretion, replace with like kind or allow a credit equal to the selling price of the original item or component.

 

We strongly suggest having your ring cleaned and inspected every six months. Inspections may help prevent the loss of a stone and extend the life of your jewelry. If your ring is found to need repair, we will notify you, with your approval, complete repairs necessary at cost.

 

Any repair, resizing, engraving, or other related service jewelry repair or service performed by someone other than Soha Diamond Co. will void your 1-year complimentary service and lifetime manufacturers warranty.

 

Damage due to normal wear, loss, or theft is not covered or insured by Soha Diamond Co. Soha Diamond Co. highly suggests you insure your fine jewelry with Jewelers Mutual and use Jeweler Code A02374. Damage, loss, or similar that results from abuse or neglect and avoidance of cleaning, inspection, and repairs necessary to maintain the integrity of the jewelry are also not covered.

 

Please contact our Customer Service via email, Live Chat, or call (800-608-0476) during business hours (Monday-Friday, 8AM-7PM Central) for assistance or questions. Additionally, visit our Policies page for further information on our No Worries Warranty.

 

Wedding Bands:

  • Lifetime Manufacturing Warranty
  • 30-Day Returns/Exchanges on new/unused items (Void if engraved)

 

Fine Jewelry (Bracelets, Earrings, & Necklaces):

  • 30-Day Returns/Exchanges on new/unused items

 

Thorsten Rings (Contemporary Metals, including but not limited to Tungsten, Titanium, Ceramic, Stainless Steel, Cobalt & Various Inlay’s):

  • Lifetime Resizing:
    • If your finger size ever changes and you need a new ring size, we will replace it under our Contemporary Metal Lifetime Resize Policy. Just contact us via email at thorsten@sohadiamondco.com send us your original invoice and pay for shipping both ways (we will then send you the shipping label) and we will exchange your ring for a different size (not a different style) for as long as you own the ring. If your ring style is no longer being manufactured, a similar style may be substituted. Any engraving or custom work will have to be redone, and we will give you a quote on the costs to re-engrave.
  • Manufacturer's Free Lifetime Warranty
    • All Thorsten jewelry is made to the highest standards using quality materials and expert craftsmanship. Products are guaranteed to be free of defects. Any jewelry that fails to meet our standards of excellence will be replaced under our warranty. If your ring cracks or breaks from accidental damage, it will also be replaced under our warranty terms. Warranty does not cover normal wear, including scratches, as rings are scratch resistant, not scratch proof. To request warranty work, simply email at thorsten@sohadiamondco.com. We will work with Thorsten to get your ring replaced, if there is a confirmed defect or size exchange. If your ring style is no longer being manufactured, a similar style may be substituted. Any engraving or custom work will have to be redone, and we will give you a quote on the costs to re-engrave.

 

Gifts:

  • 30-Day Returns/Exchanges on new/unused items

 

Easy Returns

 

Soha Diamond Co.’s return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund, exchange, or credit.

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, timeline may vary and is subject to your credit card company, intermediary, PayPal, and/or bank.

 

Late or missing refunds:

 

If you have not received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us at soha@sohadiamondco.com.

 

Exchanges

We only replace items if they are manufacturer defective or damaged.  If you need to exchange it for the same item, send us an email at soha@sohadiamondco.com and follow our shipping and returns guidelines/instructions carefully to send your item to: SDC 8350 Murphy Drive. Middleton, Wisconsin 53562, United States. All packages must require Adult Signature Confirmation + Insurance.

 

Sale items

 

Only regular priced items may be refunded, unfortunately sale items or related cannot be refunded.

 

Gifts

 

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and inspected, a gift certificate will be issued to you in the form of an electronic or physical gift certificate.

 

If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

 

 

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