Refund policy
RETURNS AND EXCHANGES
If you are unhappy with your item it can be exchanged free of charge (excluding postage and handling costs) for another item or a credit note. The piece must be returned to us within 3 days of original purchase. Returned pieces must be in original condition, unworn and unwashed, with a purchase receipt and original packaging. Sale and Made-To-Order items are not eligible for return or exchange.
Please return pieces in their original packaging or a sturdy box. Do not send jewellery to us in an envelope, this violates our return/repair policy and will be returned to the customer at their expense.
To start a return, you can contact us at info@rawindiamonds.com. Please note that returns will need to be sent to the following address: 1530/12 bound by oath and Rawin Company Limited, Nakhon Chai Si Road, Nakhon Chai Si, Dusit, Bangkok, Thailand, 10300, +66 99 420 6165
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@rawindiamonds.com.
BESPOKE RETURNS AND EXCHANGES
All bespoke pieces are final sale. Each piece is individually made just for you therefore exchanges, returns and/or alterations are not possible.
REFUNDS
A refund will be given as a last resort if the piece received is faulty. We cannot offer refunds for items lost, stolen or damaged during shipping or for change of mind. Refunds are only possible within 30 days of original purchase. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rawindiamonds.com.
ORDER CANCELLATION
Written notification of your intention to cancel your order must be received by us within 12 hours of placing your order. This includes payment of invoice deposit, online shop or personal order. If production has commenced we cannot cancel your order and you will forfeit your deposit.
REPAIRS
Free repairs (excluding postage and handling fees) are offered on pieces deemed faulty due to poor craftsmanship. Anything beyond fair wear and tear can be repaired for a fee mutually agreed upon by bound by oath and the customer.
Manufacturing faults do not include:
- Broken or damaged chains
- Chipped, cracked, lost or broken stones and pearls.
- Bent/snapped rings
- Oxidation or discoloration of metals.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EUROPEAN UNION 14 DAY COOLING OFF PERIODu
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.