Returns & Refunds

Last updated October 18, 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 loose diamonds only). Full-price loose 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. Finished and made-to-order jewelry is not included — see below.

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).

Made-to-order jewelry is final. Because they are built or set to order, all finished pieces — rings, ring settings, stud/earring pairs, necklaces, and pendants — are final sale, even at full price and even if purchased directly on the website (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.

Warranty

Because we offer wholesale pricing on all our inventory, items are otherwise sold as-is — apart from the 60-day craftsmanship warranty below, there is no manufacturer's, lifetime, or other warranty, express or implied. Normal wear, accidental damage, loss, theft, and repairs (including resizing or alteration) are not covered. The arrival-condition protection above still applies to every order, and every stone is IGI-certified and shown before purchase. We recommend insuring valuable pieces separately.

60-day craftsmanship warranty (made-to-order pieces). Every piece we build or set to order — built rings, ring settings, stud/earring pairs, necklaces, and pendants — is backed by a limited 60-day craftsmanship warranty from the date you receive it. If a manufacturing or setting defect appears under normal wear within those 60 days — for example a stone that loosens or falls out due to a faulty setting, a broken or bent prong, or a structural flaw in the mounting — we'll repair it, or remake the piece if it can't be repaired, at no charge to you, including insured shipping both ways. This warranty does not cover normal wear and tear, scratches, accidental damage, loss, theft, or any resizing or alteration — and any repair, resizing, or work done by another jeweler voids it. To make a claim, email info@mattsdiamonds.com within 60 days of delivery with your order number and a few photos of the issue.

Non-returnable items

Even on website orders, certain items can't be returned, including all made-to-order and finished jewelry (built rings, ring settings, stud/earring pairs, necklaces, and pendants), custom, engraved, or personalized pieces, items that have been resized or altered, and gift cards. Only full-price loose diamonds bought directly on the website (not via a live auction or a discount) are returnable. 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.