Returns
In stock items can be returned within the first 30 days after delivery for exchange or refund. All customers are limited to 1 return or exchanged item per year.
Please note: Orders of more than $40,000 can be returned or exchanged within the first 15 days after delivery; orders less than $40,000 can be returned or exchanged within the first 30 days after delivery.
Natural diamonds will be negotiated for return on a case by case basis. Due to tariffs, credit card, transactions fees and other cost associated with a natural diamond purchase; the return of a natural diamond will require the purchaser to cover any costs incurred by the transaction reversal. The cost of remarketing the natural diamond may also be no refundable.
Transaction fees charged by Affirm are not refundable. Any returns that have been processed using Affirm will be refunded in the amount of the difference between the purchase price and Affirm's transaction fees.
All returned items must be:
- In their original unworn condition
- Complete with full documentation and certificates
- Without alteration
Non-returnable items include:
- Items that have been modified, personalized (engraving) or sized
- Items that have been previously exchanged
- Items that have been custom made or customized
- Diamonds that have been previously set
- Items with missing merchandise, certifications or other documentation
Items in production that require modification to the order by request of the customer will void any of the return or exchange policy.
Return Process:
- Contact Whitehouse Brothers regarding your order. Call 800.543.1070 or email us to obtain an authorization for the return. You will need a return authorization number for the return to be processed.
- Pack your return. Safely package your return to be sent to our location. We will require the return authorization number to be written on the outside of the package. If this information is not present, the package will be denied upon delivery. All packages must be shipped and fully insured by the customer (at the customer's expense) for a refund to be issued.
- Wait for your refund. Whitehouse Brothers will inspect your return and verify it meets all of our return policy requirements. If the return is in original condition and meets the requirements, we will issue your refund within 7-10 days. Refunds will be issued via the original payment method within the stated timeframe.
If you have any questions about our return policy, please contact us at 800.543.1070
