Refund policy
**Return & Refund Policy**
Last updated June 25, 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 are 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 are not 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, with 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. 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.
To be eligible, your item must be in the same condition that 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 your return is accepted, we'll email you a prepaid, insured return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.
**Damages and 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 immediately if the item is defective or damaged, if you receive the wrong item, or if it doesn't match its IGI report, so that we can evaluate the issue and make it right.
**Non-returnable items**
Even on website orders, certain items cannot be returned, including custom, engraved, or personalized pieces, items that have been resized or altered, and gift cards. Please get in touch if you have questions about your specific item.
**Exchanges**
The fastest way to get what you want is to return an eligible item, and once the return is accepted, make a separate purchase for the new item.
**Refunds**
We will notify you once we've received and inspected your return, and let you know whether the refund was 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). Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@mattsdiamonds.com.