Shipping and Return Policy

SHIPPING AND RETURN POLICY

30 Days Money Back Policy

Orlove Diamonds promises a 30-days money-back policy, meaning you can return the product within 30 days of delivery for a 100% refund if any quality and manufacturing defect.

Refund Value: 100% Full Refund/Exchange of original invoice value
Return Period: This policy is applicable for returns made within 30 days from the date of delivery.
Quality Check: All returns are subjected to a mandatory quality check by the Orlove Diamonds team. Only on the QC team's approval will the policy be applicable.
Exceptions: This policy is not applicable on certain products like engraved/personalized/customized products.
Cap on refund value: This policy covers refunds up to SGD 2,000 (Gold/Diamond/Gemstone Jewellery) & SGD 8,000 (Loose Solitaire Diamonds & Solitaire Studded Jewellery).
International Orders: This policy is currently applicable to India, Singapore and USA orders but not for any other international orders.
Refunds: Refunds in case of COD & Prepaid cash orders will be made to the customer’s bank account only (online transfer). In case of Prepaid orders through digital mode, the refund will be made to the Source (ex. Credit Card, Debit Card, Net Banking)
Refund Processing Time: Once the order is received & the Orlove Diamonds QC team approves, the refund will be processed within 15 days.
Return Shipping Charges: Free for Singapore /India/USA Returns. Not available for other International Returns.
Original Invoice & Certificates: For a 100% refund, both original invoices & certificates are mandatory to be returned along with the order itself.
An order can be returned under the 30 Days money-back policy only once. The next returns will be treated under 2-Years of Buy-Back Policy.
Discounts & Free Gifts: Any discounts or complimentary gifts offered at the time of purchase will be deducted to arrive at the final value of the refund.
Loss of Certificate: In case the certificate is misplaced, a certification charge of SGD. 15/carat of Gemstones will be charged for new certification. Any logistics cost incurred to procure the new certificate will have to be borne by the customer.

Within 4 Years Exchange-Upgrade Policy

Orlove Diamonds promises a 4 Years Exchange-upgrade Policy, meaning you can upgrade the product(s) for another product(s) anytime. The upgrade will be processed post certain deductions as explained below.

Upgrade should should be 20% higher from the previous purchase
Exchange Value:
- Diamond Jewellery: 100% value of gold as per current Orlove Diamonds gold rate & 80% value of diamonds as per invoice value of diamonds, in exchange for diamond jewellery.
- Loose / Solitaire Diamonds jewellery:90% value of solitaire diamonds as per current Orlove Diamonds selling rate. (Max. value of SGD 20,000)
- Uncut Jewellery: 100% value of gold as per current Orlove Diamonds gold rate & 75% value of uncut diamonds as per invoice value of uncut diamonds.
- Precious Gemstone Jewellery (Ruby, Emerald, Sapphire):100% value of gold as per current Orlove Diamonds gold rate & 75% value of precious gemstones as per invoice value of precious gemstones.
- Plain Gold Jewellery, Studded Jewellery (studded with semi-precious & non-precious gemstones) & Gold Coins/Bars:100% value of gold as per current Orlove Diamonds gold rate only.
Deductions: All the charges towards Making, Wastage & Taxes will be deducted to arrive at exchange value.
Discounts & Free Gifts: Any discounts or complimentary gifts offered at the time of purchase will be deducted to arrive at the final value of exchange.
Exchange Period: 2 years from the date of purchase
Quality Check: All exchanges are subjected to a mandatory quality check by the Orlove Diamonds team. Only on QC teams approval will the policy be applicable.
Cap on exchange value: SGD 10,000 for Loose Solitaire Diamonds & Solitaire Jewellery
International Orders: This policy is currently applicable to Singapore/ India and USA but not applicable for any other international orders.
Money Refund: This policy covers the only exchange of jewellery for jewellery & doesn’t apply to any sort of cash/money refunds.
Return Shipping Charges: Free for Singapore Returns. As per actual for other International Returns.
Original Invoice & Certificates: Both original invoices & certificates are mandatory for Exchange Policy.
Loss of Certificate: In case the certificate is misplaced, a certification charge of SGD 15/carat of Gemstones will be charged for new certification. Any logistics cost incurred to procure the new certificate will have to be borne by the customer.

2 Years Buy-Back Policy

Orlove Diamonds promises a 2 Year Buy-Back Policy, meaning you can sell your jewellery & loose diamonds back to us, anytime.

Buy Back Value:80% of invoice Value for VVS-VS diamonds and 60% for VS-SI diamond quality jewellery.
Deductions: All the charges towards Making, Wastage & Taxes will be deducted to arrive at exchange value.
Discounts & Free Gifts: Any discounts or complimentary gifts offered at the time of purchase will be deducted to arrive at the final value of buyback.
Buy Back Period: 2 Years from the date of purchase
Quality Check: All buybacks are subjected to a mandatory quality check by the Orlove Diamonds team. Only on QC teams approval will the policy be applicable.
Cap on buyback value: SGD. 15,000 for Loose Solitaire Diamonds & Solitaire Jewellery
international Orders: This policy is currently not applicable for any international orders.
Refunds: Refunds in case of COD & Prepaid cash orders will be made to the customer’s bank account only (online transfer). In case of Prepaid orders through digital mode, the refund will be made to the Source (ex. Credit Card, Debit Card, Net Banking)
Refund Processing Time: Once the order is received & the Orlove Diamonds QC team approves, the refund will be processed within 10 days.
Return Shipping Charges: SGD50 for Singapore Returns. Other International returns are as per actual shipment charges.
Original Invoice & Certificates: Both original invoices & certificates are mandatory for Lifetime Buy-Back Policy.
Loss of Certificate: In case the certificate is misplaced, a certification charge of SGD. 15/carat of Gemstones will be charged for new certification. Any logistics cost incurred to procure the new certificate will have to be borne by the customer.

SHIPPING POLICY

Domestic Orders

Shipping Charges: Free
Transit Insurance:100% insured
ID Proof at the time of Collection: Our shipping partners would request you to provide any of the following ID proofs at the time of order collection: Passport, PAN Card, Drivers License, or Voters ID.
Change in Address: Once the order is created, the customer can change the shipping address only till the order is actually shipped from our facility. If the customer wants to change the shipping address, they should send an email to online info@orlovediamond.com

International Orders

Countries we ship to the Singapore / USA / India / Australia / Canada
Shipping Charges: Free for orders above US$2000. US$80 for order value between $1000-$1999. Shipping will be actual if the value below $1,000
DDP (Delivery Duty Paid): All products/consignments are dispatched on a "Delivery Duty Paid" (DDP) basis. This covers the Custom Duty (Import Duty).
Any other charges like but not limited to Use Tax etc. levied in the destination country of the shipment has to be borne by the customer as per actuals.
Custom Duty:6% for order value above $1000. No custom duty for order value between $500-$800.
Gold Coins/Bars & Plain Gold Jewellery: Currently international shipping is not available for these products.
Delivery Time: USA - 10 to 14 days from the date of shipment from India.
Transit Insurance: 100% insured
ID Proof at the time of Collection: Our shipping partners would request you to provide any of the following ID proofs at the time of order collection: Passport or Drivers License.
Change in Address: Once the order is created, the customer can change the shipping address only till the order is actually shipped from our facility. If the customer wants to change the shipping address, they should send an email to info@orlovediamond.com
Return Shipping: Currently we do not offer return shipping for international orders.

CANCELLATION POLICY

Cancellation by Orlove Diamonds

There may be certain orders that Orlove Diamonds cannot accept, and therefore, we reserve the right, at our sole discretion, to refuse or cancel any order. Some reasons may include limitation on quantity available for purchase; errors in pricing or product information or certain issues identified by our fraud avoidance department or any other issue which Orlove Diamonds identifies for not accepting the order. We also reserve the right to ask for additional information for accepting orders in certain cases. We will notify you in case your order has been cancelled fully or partially or if any additional information is required to accept your order.

Cancellation by Customer:

Once an order is placed, it can only be cancelled within 7 days from the order date. Once the cancellation request is received, we will initiate the process of refunding the amount to your account via the same payment mode that you had used to make the transaction or through cheque (amount would be refunded through cheque, only in cases where the debit/credit card used by the customer while placing the order is not in use). Once the refund process is initiated, you will receive the refund amount directly in your account or through a cheque.

NOTE: If the amount has been deducted from your account but the transaction failed, we will refund the amount to your account at the earliest. For any assistance, customers can make a whatsapp call to our call center at +65 9480 0942 or write to us at info@orlovediamond.com