Warranty & Return Policy

Last updated: May 22, 2025

At CustomDiamonds.ca, we’re committed to offering the highest level of craftsmanship, transparency, and service. We understand the significance of every custom piece we create, and we stand behind our work with a clear and fair policy.

1) Warranty – Our Commitment to Craftsmanship

Every ring created at CustomDiamonds.ca is backed by a lifetime warranty on craftsmanship, which covers:

  • Loose centre or accent stones due to improper setting
  • Structural issues related to casting, assembly (e.g. prong failure, two-tone head/shank fusion), or design integrity
  • Manufacturing defects in polish, assembly, or metalwork

If there’s a problem due to an error on our part, we’ll always fix or remake it at our cost.

1.1) What’s Not Covered
  • Normal wear and tear (e.g. scratches, worn prongs, thinning bands)
  • Accidental damage (e.g. bent rings, impact damage, dropped pieces)
  • Loss or theft
  • Repairs or modifications performed by another jeweller

While the above potential issues are not covered under this warranty — we will always offer repair work at cost, without markup on labour or materials.

Example: If a pavé, lab-grown stone were to come loose from regular wear, a typical repair would cost ~$50–100 to replace and reset.

1.2) Client-Supplied Stones

We are happy to work with diamonds and gemstones you supply. However, because we cannot verify the condition or origin of externally sourced stones, we cannot extend warranty coverage for chipping, damage, or other issues related to the stone itself. We do, of course, cover the setting of client-supplied stones as part of the above warranty.

2) Return Policy – Pre-Production Flexibility

Because each ring is fully custom-designed and made to order, completed rings are non-refundable. However, we do offer somewhat flexible options during the early stages of the process.

2.1) Diamond Returns

Diamonds (& other Gemstones) sourced through CustomDiamonds.ca can always be returned within 7 days of arrival in Toronto less applicable fees. If you choose not to proceed with the ring after a diamond is ordered, we have two options:

  1. You may purchase the loose diamond outright without proceeding with the setting.
  2. We will refund any remainder of your deposit less all non-refundable third-party costs, which usually include: shipping, courier brokerage fees, import duties, tariffs, applicable taxes, and 3rd party restocking fees. (Usually the majority of the deposit will be lost.)

A deposit of $300 CAD or 30% (whichever is more) is typically required to hold and bring in a diamond for review.

2.2) Design & Casting Deposit

Once a diamond is approved and design work begins, we usually request 50% of the remaining balance. If you choose not to proceed at that point, we may still be able to return the diamond (if within its 7-day return window) and refund a portion of your deposit, less any fees owed to our 3D-CAD designer.

Once casting begins, the ring is no longer refundable.

3. Resizing Policy

We always offer ring resizing at cost — typically ~$50 unless adding material. Note that some designs (such as full eternity bands or tension-set rings) may not be resizable, but we’ll always flag this in advance.

4. Appraisal Services

We offer independent third-party appraisals for $50–$100 CAD (depending on the complexity of the ring) through trusted local gemologists in Toronto. These appraisals:

  • Confirm diamond authenticity and IGI/GIA laser inscription
  • Verify gold karat and weight
  • Include full retail replacement value
  • Are accepted by most major insurance providers

5. Diamond Documentation & Inspection

All centre diamonds we supply are IGI- or GIA-certified, laser-inscribed, and independently verifiable. You will receive the full certification and — in 90% of cases — a magnified video of the exact stone. Upon arrival, we offer in-person viewing with microscope inspection to confirm dimensions, inscription, and condition before production begins.

6. Questions or Concerns? Reach Out Anytime.

We treat every client with fairness, clarity, and care. If something comes up — even years down the line — we’re always happy to assess it and help however we can.

📧 [email protected]
📞 Coming Soon