Returns & Exchanges Policy
Institutional Trade. Controlled Resolution. Clear Accountability.
This policy governs how exchanges, returns, damage claims, discrepancies, and related issues are managed between buyers, Etalery, and verified suppliers/manufacturers operating within the Etalery platform ecosystem.
Etalery operates as a managed, non-retail, B2B sourcing platform. All transactions are governed, intermediary-controlled, and executed under institutional trade practices.
General Principles
- All goods traded through Etalery are B2B, non-retail transactions
- Pricing is indicative and negotiated, not fixed retail pricing
- Goods are sourced through verified suppliers and consolidated via Etalery’s export hub
- Etalery acts as the central trade coordinator, not an open marketplace
- Buyers and suppliers do not interact directly
Accordingly, return and exchange rights differ from consumer retail standards.
No General “Return for Convenience” Policy
Due to the nature of the diamond and jewellery trade:
- Returns for change of mind, preference, or market movement are not permitted
- Indicative pricing, live negotiation, and customized selection eliminate discretionary returns
Note: All buyers are expected to conduct due diligence prior to confirmation. Once a transaction is confirmed and payment is made, it is considered firm and binding, subject only to the limited exceptions outlined below.
Eligible Scenarios for Claims
Claims may be considered only in the following circumstances:
3.1 Damage in Transit
- Physical damage occurring during insured transit
- Packaging tampering or seal breach
- Visible breakage or material degradation
3.2 Material Non-Conformity
- Goods materially differ from agreed specifications
- Certification mismatch (e.g., wrong stone, grade, weight)
- Undisclosed treatments or characteristics
3.3 Shortage or Missing Items
- Partial delivery
- Missing pieces compared to shipment documentation
3.4 Manufacturing Defects (Jewellery Only)
- Structural defects not caused by wear, handling, or misuse
- Defects verified through inspection
Non-Eligible Scenarios
Claims will not be accepted for:
- Market price fluctuations
- Buyer’s resale difficulties
- Minor variations within industry-accepted tolerances
- Subjective dissatisfaction (cut preference, brilliance perception, style choice)
- Damage caused after delivery or due to buyer handling
- Delay caused by customs, regulatory clearance, or force majeure
Inspection & Claim Timelines
5.1 Buyer Inspection Obligation
Buyers must inspect goods immediately upon receipt.
- Diamonds:within 24 hours
- Jewellery:within 48 hours
5.2 Claim Notification
Claims must be submitted in writing to Etalery within:
- Diamonds:24 hours
- Jewellery:48 hours
* Claims submitted outside these timelines may be rejected.
Claim Submission Requirements
All claims must include:
- Written description of the issue
- High-resolution images or video evidence
- Copy of invoice, packing list, and certification
- Original packaging retained
Etalery may request additional documentation or third-party verification.
Investigation & Resolution Process
Upon receiving a valid claim:
- Etalery conducts an internal review
- Goods may be recalled to the Etalery hub for inspection
- Supplier consultation and verification are conducted
- A determination is made based on documentation, inspection, and trade standards
Etalery’s determination shall be final and binding, subject to applicable law.
Exchange Policy
Exchanges may be considered at Etalery’s discretion in limited cases:
Conditions:
- Replacement subject to availability
- Price differences adjusted at prevailing indicative rates
- Exchange timelines may vary based on sourcing complexity
Refund Policy
Refunds are exceptional, not standard.
Refunds may be issued only when:
- Replacement or exchange is not feasible
- Goods are returned and verified in original condition
- Supplier liability is established
Refunds are processed:
- After inspection and approval
- Net of logistics, duties, taxes, and handling costs
- Via original payment channel, where feasible
Damage in Transit & Insurance
- All shipments arranged by Etalery are insured during transit
- Transit damage claims are processed under insurance protocols
- Buyer cooperation is required for insurance documentation
* Damage claims arising after delivery acceptance are not covered.
Custom & Bespoke Goods
Custom and bespoke jewellery orders are non-returnable and non-refundable, except in cases of:
- Proven manufacturing defect
- Material deviation from approved design
Supplier Accountability
Where a claim is upheld:
- Supplier liability may be enforced under Supplier T&Cs
- Replacement, credit, or adjustment may be required
- Repeated issues may result in supplier suspension
Etalery maintains discretion over supplier remedies.
Buyer Responsibilities
Buyers are responsible for:
- Accurate order confirmation
- Timely inspection and reporting
- Compliance with import, customs, and regulatory obligations
- Secure handling after delivery
* Failure to comply may void claim eligibility.
Force Majeure
Etalery shall not be liable for delays, damage, or failure caused by:
Governing Framework
This policy operates alongside:
- Buyers Terms & Conditions
- Supplier Terms & Conditions
- Purchase & Supply of Goods Terms
- Platform License Agreement
In case of conflict, Etalery’s governance framework prevails.
Our Position
Diamond and jewellery trade is built on precision, trust, and finality. This policy balances institutional buyer protection with supplier accountability—without adopting retail-level practices that undermine trade integrity.