Canora Diamonds Inc.
Effective Date: 1 June 2026
Last Updated: 1 June 2026
1. Our Commitment
We want you to be completely satisfied with your purchase from Canora Diamonds Inc. If you are not happy with your item, we offer a fair and transparent returns process. This policy applies to customers in Canada, the United States, and France.
Your statutory consumer rights under applicable law are not affected by this policy and may provide greater protection.
Contact: support@canoradiamonds.com
2. Return Window
| Region | Return Period | Notes |
|---|---|---|
| Canada | 30 days from delivery | Ontario and most provinces |
| United States | 30 days from delivery | State laws may provide additional rights |
| France / EU | 14 days from delivery | Statutory right of withdrawal for distance contracts; 30 days as a commercial goodwill policy where offered |
The return period begins on the date you (or a person you nominate) receive physical possession of the goods.
3. Conditions for Return
To be eligible for a return or exchange, items must:
- Be in original, unworn condition with no signs of wear, damage, or alteration;
- Include all original packaging, certificates, grading reports, and documentation;
- Include any gift packaging, pouches, and boxes provided;
- Not be engraved, resized, or customised (unless defective);
- Not be damaged due to misuse, accident, or normal wear after use.
We reserve the right to refuse returns that do not meet these conditions or to deduct from your refund the diminution in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (as permitted under EU/French consumer law).
4. Non-Returnable Items
The following items cannot be returned except where defective or where required by law:
- Custom, bespoke, or made-to-order jewellery once production has commenced;
- Engraved items;
- Items that have been resized (outside complimentary resizing);
- Loose diamonds or gemstones that have been removed from their sealed certification packaging or set into jewellery;
- Earrings (for hygiene reasons), unless defective;
- Full eternity rings and certain designs that cannot be resized (exchange may be offered instead);
- Final sale or clearance items (clearly marked at purchase);
- Gift cards.
5. How to Return an Item
Step 1: Notify Us
Before sending any item back, contact our customer service team:
- Email: support@canoradiamonds.com
- Include your order number, item description, and reason for return.
We will provide return instructions and, where applicable, a Return Merchandise Authorisation (RMA) number.
Step 2: Secure Packaging
Pack the item securely in its original packaging. For high-value returns, we will arrange fully insured return shipping or provide a prepaid insured label. Do not ship high-value items without insurance and our prior authorisation.
Step 3: Ship the Item
Return the item to the address provided by our team. For security and insurance purposes, our return address may be listed under a trade name. Do not send returns without prior authorisation.
Step 4: Inspection and Refund
Once we receive and inspect your return, we will notify you of approval or rejection. Approved refunds are processed within the timeframes below.
6. Refunds
6.1 Refund Method
Refunds are issued to the original payment method used for the purchase. We cannot refund to a different card or account for security reasons.
6.2 Refund Timeframes
| Payment Method | Refund Processing Time |
|---|---|
| Credit / Debit Card | 5–10 business days after approval |
| PayPal / Shop Pay | 5–10 business days after approval |
| Bank Transfer | Up to 14 business days |
| Financing (installments) | Per financing provider terms |
Please allow additional time for your bank or payment provider to post the refund to your account. In some cases, refunds may take up to 30 business days depending on the payment method.
6.3 Partial Refunds
Partial refunds may apply where:
- Items are returned without original packaging or documentation;
- Items show signs of wear or damage not present at delivery;
- Promotional gifts included with the purchase are not returned.
6.4 Original Shipping Costs
- Canada / US: Original standard shipping costs are refunded for eligible full returns. Express shipping upgrades are non-refundable unless the return is due to our error or a defective product.
- France / EU: Under the statutory 14-day right of withdrawal, original standard delivery costs are refunded. You are responsible for the direct cost of returning goods unless we have offered to bear that cost or the goods are defective or not as described.
6.5 Third-Party Delivery Charges
Charges incurred by a third party to receive your order (e.g., customs brokerage fees paid to a third party) cannot be refunded.
7. Exchanges
We are happy to exchange items for a different size, metal, or equivalent product within the return window, subject to availability.
- Ring resizing: Complimentary resizing is available within 60 days of delivery for eligible rings. See our Terms and Conditions.
- Full eternity rings and certain designs cannot be resized and must be exchanged for the correct size.
- If the exchange item is of greater value, you will pay the difference. If of lesser value, we will refund the difference.
8. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, contact us within 48 hours of delivery with photographs of the item and packaging. We will arrange a repair, replacement, or full refund at no cost to you, including return shipping.
This is in addition to your rights under our Lifetime Warranty Policy and applicable consumer protection law.
9. French and EU Right of Withdrawal
French and EU customers purchasing by distance contract (online) have a statutory 14-day right of withdrawal without giving any reason, under Articles L221-18 and following of the French Consumer Code and EU Directive 2011/83/EU.
To exercise this right, notify us clearly of your decision within 14 days of receiving the goods by emailing support@canoradiamonds.com. You may use the model withdrawal form below, but it is not obligatory.
Model Withdrawal Form
To: Canora Diamonds Inc., 33 Pindar Crescent, Toronto, Ontario M2J 3L3, Canada — support@canoradiamonds.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Name:
Address:
Signature (if sent by post):
Date:
You must return the goods within 14 days of notifying us. You bear the direct cost of return shipping for statutory withdrawals unless we have agreed otherwise or the goods are defective.
10. Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us immediately. If production has not commenced, we will issue a full refund. Once custom production has begun, cancellation may not be possible — see Section 4.
11. Contact Us
Canora Diamonds Inc.
33 Pindar Crescent, Toronto, Ontario M2J 3L3, Canada
Email: support@canoradiamonds.com
Review return windows and procedures with legal counsel to ensure compliance with Ontario, US state, and French consumer protection laws.