FAQ

Custom ring production is a personalized and labor-intensive process. When you purchase a loose diamond from Brian Gavin Diamonds and commission us to create a custom ring using that diamond, the following terms apply:

• Return Policy Exception: Once you approve the start of a custom setting for your purchased diamond, the diamond is no longer eligible for our standard 15-day inspection and return period.

• Diamond Viewing Option: If you wish to retain the 15-day inspection period for your diamond, we can ship the loose diamond to you prior to beginning work on the custom setting. In this case, the return window will begin upon confirmed delivery.

• Cancellation Policy: Once a custom ring project has been commissioned and is in progress (CAD design, wax, casting, or any production phase), both the diamond and the custom setting are considered final sale and non-refundable.

• In-Progress Work Exceptions: If you need to cancel prior to approving the CAD design, please reach out immediately. Partial refunds or credits may be available at our discretion, minus applicable CAD design, labor, or holding fees.

• All Bezel Settings including rings, pendants, earrings and bracelets are final sale and can not be returned.
• All diamonds that have been set into bezel settings are final sale and are not eligible for return, upgrade or buyback.

Brian Gavin Diamonds extends a 15 day inspection period on all diamonds and jewelry. Day 1 is the day that you receive the package.

Please note that all diamonds that have been set into bezel settings are final sale and are not eligible for return, upgrade or buyback.

If we are requested to hold an order in house on behalf of a customer, the return/refund option will expire 30 days after payment has been received. All custom orders are a final sale.

1. If you decide that you would like to return your purchase you will need to request an RMA#.

2. To do so, please contact us and request and RMA for Return before the end of the 15th day of inspection.

3. We will e-mail you back with a Return Merchandise Authorization (RMA) number which must be written on the outside of the return package.

4. All packages must be shipped within 72 hours of creation of the RMA and must be returned via United States Postal Service (USPS) Registered/Insured Mail. The insurance amount should be for the amount you paid.

5. When contacting us on the 15th day, the package must be post marked no later than the 16th day after receipt of the product.

6. Once shipped, you must send an email to us confirming shipment and including your tracking number.

7. Once the package is received it will be opened under camera and the contents will be inspected to confirm that the items are in their original, undamaged condition. If you have damaged or mislaid the diamond grading certificate/report, there will be a $200 charge to have it reissued at the lab.

8. Your refund will be issued within 5 - 7 business days from receipt of the return via original form of payment. Original Complimentary FedEx shipping/insurance charges will be deducted from your refund.

There is no restocking fee for in house catalog settings, jewelry or diamonds that are returned in their original condition (with the original diamond grading report if applicable). All returns need to be requested and approved by the 15th day from when the package is signed for. All special orders of settings that are not carried regularly by us are non refundable. All custom work is final.

All custom items are a final sale and cannot be returned.