Returns & Refunds

Last updated June 25, 2026

Your return options depend on how you bought your diamond. Either way, every stone is shown in a 360° video alongside its full IGI report before you buy, so you always know exactly what you're getting.

Live-auction purchases are final

Diamonds won, claimed, or agreed on during a live auction — on TikTok or any of our live shows — are final sale, even if you complete payment afterward through our website or a payment link we send you. Because you can review the 360° video and the verifiable IGI report before claiming a stone, we're unable to offer cancellations, returns, or exchanges for a change of mind on live purchases. (The damage and defect protection below still applies to every order.)

Website orders

These terms apply to direct purchases made on our website that aren't connected to a live auction. A website checkout or payment link used to pay for or honor a live-auction deal is final sale under the section above, not these terms.

Cancellations. You can cancel an eligible website order within 1 hour of purchase for a full refund, no fee. Email us at info@mattsdiamonds.com right away with your order number. After 1 hour, the order moves to fulfillment and the return terms below apply instead.

14-day returns (full-price orders). Full-price diamonds purchased directly from our website (not through a live auction) may be returned within 14 days of receiving your item. A 20% restocking fee applies to website returns and is deducted from your refund.

Discounted orders are final. Any order placed using a discount or promo code, and any item bought on sale or clearance, is final sale — not eligible for cancellation or return (the damage and defect protection below still applies).

To be eligible, your item must be in the same condition you received it — unworn and unused, in its original packaging, with its IGI certificate (and any inscription) intact. You'll also need your receipt or proof of purchase (your order number is fine).

To start a return, contact us at info@mattsdiamonds.com with your order number. If it's accepted, we'll email you a prepaid, insured return shipping label and instructions on how and where to send your package. Please don't send items back before requesting a return — items sent without an approved return can't be accepted.

Damages & issues (all orders)

This applies no matter how you bought, and the restocking fee does not apply here. Please inspect your order as soon as it arrives and contact us right away if your item is defective or damaged, if you received the wrong item, or if it doesn't match its IGI report, so we can evaluate the issue and make it right.

Non-returnable items

Even on website orders, certain items can't be returned, including custom, engraved, or personalized pieces, items that have been resized or altered, and gift cards. If you're unsure whether your item qualifies, just ask before you buy.

Exchanges

The fastest way to get what you want is to return an eligible item, and — once the return is accepted — place a separate order for the new piece.

Refunds

We'll notify you once we've received and inspected your return and let you know whether it's approved. If approved, you'll be refunded to your original payment method within 10 business days, less the 20% restocking fee on returns (cancellations made within 1 hour are refunded in full). Keep in mind it can take additional time for your bank or card issuer to post the refund. If more than 15 business days have passed since your return was approved and you haven't seen it, email us at info@mattsdiamonds.com.

Questions

Any return question at all — email info@mattsdiamonds.com and we'll help.