1. No Exchange or Return Policy
At Rarecut, we take pride in the quality of our products. All of our lab-grown diamonds and jewelry are meticulously crafted and undergo rigorous quality control checks before they reach you. However, due to the personalized nature of our items, we do not offer exchanges or returns once the purchase is made. This policy is enforced under the following conditions:
1.1 Custom and Personalized Products
Any item that is customized or personalized in any way (including engraved messages, special designs, or bespoke modifications) is considered final sale and cannot be returned or exchanged.
1.2 Standard Products
For non-customized products, we do not accept exchanges or returns once the item has been shipped and received. However, if the product is faulty or damaged upon arrival, we will work with you to resolve the issue as outlined below.
2. Damaged or Defective Items
We take great care to ensure that every product is in perfect condition before it is dispatched. In the rare event that you receive a damaged or defective product, we are committed to resolving the issue efficiently. To ensure a quick resolution, please follow these steps:
2.1 Reporting Damages or Defects
If you receive an item that is damaged or defective, you must notify us within 7 days of receiving your order. To initiate the resolution process, please email our customer service team at hello@rarecut.com with the following information:
- Order number.
- Detailed description of the issue (e.g., what’s wrong with the product).
- Clear photographs or videos showing the damage or defect, including close-up shots of the affected area(s). The more detailed and clear the photos, the faster we can process your request.
- A brief explanation of how the product was received and any packaging damage (if applicable).
2.2 Proof of Damage or Defect
Proof of damage or defect is required to process a claim. Photographs must be clear and show the issue in detail. If there is damage to the product packaging, please include pictures of the outer packaging as well.
We may request additional proof or clarification depending on the situation. Failure to provide sufficient evidence may result in a delay in processing your claim or an inability to offer a resolution.
3. Resolution Process for Damaged or Defective Products
Once we receive your request and supporting documentation, our customer support team will evaluate the issue and provide you with a resolution. This may include:
- Repair or Resizing: If the product is damaged but can be repaired or resized, we will offer to fix it at no additional cost. If resizing is required, we will provide instructions on how to return the item.
- Replacement: If the product is confirmed to be defective and a repair is not feasible, we will offer a replacement item of the same design and value, subject to availability.
- Refund (in exceptional cases): If a replacement or repair cannot be arranged, we will issue a refund as a last resort, but only if the product is confirmed to be defective, and the issue cannot be rectified.
Important Note:
All returns and replacements must be shipped back to us by the customer at their own cost. The return shipping fees are non-refundable. Rarecut will bear the cost of return shipping only if the product is confirmed to be defective or damaged due to our error.
4. Customer Responsibility for Product Care
Rarecut takes great care in crafting each piece of jewelry, but it is essential that you take proper care of your purchase to maintain its quality. Failure to follow the care instructions may result in damage that does not qualify for a return or exchange.
We provide detailed care instructions for each product, and it is your responsibility to follow them. We are not responsible for damage caused by improper handling, storage, or exposure to harsh chemicals or conditions.
5. Exemptions to the No Exchange/Return Policy
In some cases, we may consider an exception to our no-exchange policy on a case-by-case basis. These exceptions might include, but are not limited to:
- Products with factory defects.
- Products that do not match the description provided at the time of purchase (e.g., incorrect size or wrong product).
- Shipping errors caused by us (such as incorrect delivery).
Note: Any exceptions will be at the sole discretion of Rarecut. If an exception is made, the product will need to be returned to us for inspection, and we will process the appropriate resolution.
6. Refunds
Refunds are only available in cases of faulty products or shipping errors, as defined above. Refunds will be processed through the same payment method used for the original purchase and will take up to 7-10 business days to reflect in your account, depending on your bank’s processing times.
7. Contact Information for Returns/Exchanges Issues
For any issues related to returns or exchanges, please contact our customer service team at hello@rarecut.com. We are here to assist you during the resolution process and ensure that your concerns are addressed promptly.
8. Agreement to Terms
By making a purchase with Rarecut, you agree to these Terms and Conditions and acknowledge the no-exchange, no-return policy, except in cases of defect or damage as outlined above. You also agree to provide any requested proof for resolution, including photographs and videos, as required by us. Additionally, you understand that the customer is responsible for return shipping costs.