Returns, Refunds and Exchanges Policy

Canora Diamonds Inc.

Effective Date: 1 June 2026
Last Updated: 1 June 2026

1. Our Commitment

We want you to 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 explains when eligible products may be returned, refunded or exchanged and the procedures that apply.

This Policy applies only to Products purchased directly from Canora Diamonds Inc. through our website or another authorised Canora Diamonds sales channel. Products purchased from a third-party retailer or marketplace are subject to that seller’s return policy.

This Policy provides voluntary return and exchange rights in addition to any mandatory rights or remedies available under applicable consumer protection law. Nothing in this Policy excludes, restricts or limits any right or remedy that cannot lawfully be excluded, restricted or limited.

2. Return Window

To request a voluntary return, you must contact us within 15 calendar days after delivery. If the return is authorised, the Product must be shipped within 7 calendar days after we issue the return instructions, unless we agree otherwise in writing.

The return period begins on the date the carrier records the Product as delivered to the delivery address, authorised recipient or collection location specified for the order. If the delivery record is disputed, we may require reasonable supporting information from the customer and the carrier. If Products from the same order are delivered separately, the return period for each Product begins on the date that Product is delivered..

3. Conditions for Return

To be eligible for a return or exchange, items must:

  • Be unused, unworn other than for reasonable indoor inspection or fitting, unaltered and in its original saleable condition, with no scratches, marks, odours, damage, residue or other signs of wear;
  • Include original certificates, grading reports, product documentation, tags, security seals, accessories and packaging supplied with the Product. If an original grading report, certificate, security tag, presentation box or other component is missing, we may refuse a voluntary return or deduct the reasonable replacement cost from the refund, subject to applicable law;
  • Not be engraved, resized, or customised (unless defective);
  • Not be damaged due to misuse, accident, or normal wear after use;
  • Not fall within a non-returnable category listed in Section 4.

Acceptable proof of purchase, such as an order confirmation or receipt, is required for all returns and exchanges. All returned Products are subject to inspection, authentication and verification of any serial number, grading report number, laser inscription, security tag, stone, metal, setting and other identifying feature.

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.

4. Non-Returnable Items

The following Products are not eligible for a voluntary change-of-mind return or exchange. This exclusion does not apply where a Product is defective, materially misdescribed, incorrect, damaged on delivery or where a return or other remedy is required by applicable law:

  • Custom, bespoke or personalised Products made to customer-selected specifications not offered as a standard catalogue option, including unique designs, non-standard stone sourcing, personalised dimensions, special metal combinations or other customer-approved customisations, once design work, sourcing or production has commenced;
  • Products engraved with customer-selected names, dates, messages, symbols or other personalised content;
  • Products resized at the customer’s request after purchase, except where the resizing was performed to correct our error or where applicable law requires a remedy;
  • Loose diamonds or gemstones that have been set, mounted, altered, engraved, chipped, damaged, re-cut, re-polished, switched, or removed from tamper-evident packaging where the Product was expressly sold on the condition that the seal remain intact. Eligible loose-diamond returns are subject to verification of the stone, grading report, report number, measurements, laser inscription and other identifying characteristics;
  • Earrings and other pierced jewellery (for hygiene reasons) once the hygiene seal or protective packaging has been opened or removed, unless defective, damaged or incorrect;
  • Full eternity rings and certain designs that cannot be resized (exchange may be offered instead). Designs manufactured specifically to the customer’s requested size may be non-returnable where clearly identified as such before purchase;
  • Products clearly identified as “Final Sale” before purchase, except where defective, materially misdescribed, damaged, incorrect or otherwise returnable by law;
  • Gift cards are non-refundable and cannot be redeemed for cash except where required by law.

5. How to Return an Item

Step 1: Notify Us

Before sending any item back, contact our customer service team:

We will provide return instructions and, where applicable, a Return Merchandise Authorisation (RMA) number. Any RMA number must be clearly included with the return.

Contacting us by email or RMA does not by itself approve the return. We will confirm whether the Product appears eligible and provide applicable instructions.

Step 2: Secure Packaging

For defective, damaged or incorrect Products, we will provide or reimburse reasonable authorised return shipping at no cost to the customer. For voluntary change-of-mind returns, the customer is responsible for return shipping, insurance and packaging costs unless we state otherwise. For certain high-value returns, we may require use of a carrier, label and insurance method selected by us. For customer-arranged returns, the customer remains responsible for the Product until it is received and signed for by us. We strongly recommend tracked, signature-required and fully insured shipping. Where we provide the shipping label, responsibility is subject to the carrier’s terms and the customer’s compliance with our packaging and handover instructions.

Step 3: Ship the Item

For security and insurance purposes, the authorised return recipient or return facility may use a name different from Canora Diamonds Inc. We will identify the correct recipient in the written return instructions. Do not send returns without prior authorisation.

Unauthorised returns may be refused, held pending customer instructions or returned at the customer’s expense, subject to applicable law.

Step 4: Inspection

We normally inspect authorised returns within 5–10 business days after receipt. Complex authentication or inspection may require additional time. Once we receive and inspect your return, we will notify you of approval or rejection. Receipt of a returned Product does not guarantee approval. The Product must pass eligibility, condition and authenticity checks. Approved refunds are processed within the timeframes as describe in Refund section.

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. If the original payment method is no longer available, we will determine an appropriate lawful refund method after completing identity and payment verification.

For gift returns, refunds are normally issued to the original purchaser and original payment method. Store credit may be offered to the gift recipient at our discretion where permitted by law.

6.2 Refund Timeframes

Once a return is approved, we normally initiate the refund within 5–10 business days. After we initiate it, the time required for the refund to appear depends on the customer’s bank, card issuer, financing provider or payment service. We do not control external processing times. External payment-provider processing may take additional time. We will comply with any shorter refund period required by applicable law.

Refunds for financed or instalment purchases will be submitted to the financing provider and applied in accordance with the financing agreement. Interest, financing charges, account credits and payment schedules are controlled by the financing provider, subject to applicable law.

6.3 Partial Refunds

Depending on the circumstances and subject to applicable law, we may refuse a voluntary return or make a reasonable deduction where:

  • Items are returned without original saleable condition;
  • Packaging, certificates, grading reports, security tags, accessories or documentation are missing or damaged;
  • the Product shows signs of wear, alteration, damage or use after delivery;
  • A promotional gift or bundled item is not returned;
  • The Product requires testing, repair, restoration, re-certification or replacement documentation because of the return condition..

We will explain the reason and calculation for any material deduction. Where a discount was conditional on purchasing multiple Products, meeting a minimum spend or receiving a promotional gift, the refund may be recalculated based on the Products retained. The retail value of an unreturned promotional item may be deducted from the refund where disclosed at the time of the promotion.

6.4 Original Shipping Costs

Original shipping charges are non-refundable for voluntary change-of-mind returns. If the return results from our error or a defective, damaged or incorrect Product, we will refund reasonable standard delivery charges and authorised return shipping costs. Express, priority or other shipping upgrades are non-refundable except where required by law or where the service was not provided as promised.

6.5 Third-Party Delivery Charges

Customs duties, import taxes, brokerage fees and other amounts paid directly to a carrier, broker, government authority or other third party are not refunded by Canora Diamonds Inc. unless we collected those amounts and applicable law requires a refund. Customers may be able to apply directly to the relevant authority for a duty or tax adjustment..

7. Exchanges

  • Eligible Products may be exchanged within the return window, subject to availability, return eligibility, inspection and any price difference. An exchange involving a different metal, diamond, gemstone, size or design may be processed as a return and new order.. We do not guarantee that the requested replacement Product, stone, size, metal or design will be available. Ring resizing: One complimentary resizing may be available within 30 days of delivery for eligible rings, subject to design, metal, stone-setting and sizing limitations. Complimentary resizing is a service benefit and is not a right to return a non-returnable or customised Product.. See our Terms and Conditions.
  • Full-eternity rings and certain designs may not be safely resized. Where eligible, we may offer an exchange, remake or paid replacement option, subject to product condition, customisation, production status and availability. Discounts and promotions applicable to the original purchase may not apply to the replacement Product.
  • If the exchange item is of greater value, you will pay the difference. If of lesser value, we will refund the difference. Shipping, insurance and any applicable customs charges for voluntary exchanges will be disclosed before the exchange is processed. We cover reasonable authorized shipping where the exchange is required because of our error or a defective Product.

8. Defective or Incorrect Items

If a Product arrives visibly damaged, appears to have been tampered with, or is incorrect, please contact us as soon as possible and preferably within 48 hours of delivery. Include photographs of the Product, packaging, shipping label and visible damage. Failure to report within 48 hours does not remove any statutory rights or remedies, but prompt notice may be necessary to support a carrier or insurance claim. This is in addition to your rights under our Warranty Policy and applicable consumer protection law.

For a manufacturing defect discovered after delivery, contact us promptly after discovery and refer to our Warranty Policy. If inspection confirms that the Product was defective, damaged on delivery or incorrect, we will provide an appropriate remedy, which may include repair, replacement, exchange or refund, in accordance with applicable law and the circumstances of the claim. Reasonable authorized return shipping will be provided at no cost to the customer.

If a parcel appears opened, damaged or tampered with, keep all packaging and contact us before disposing of any material. We may request carrier documentation or other information reasonably required to investigate the claim.

9. Cancellations Before Dispatch

For standard in-stock Products, cancellation may be requested before dispatch. For custom, bespoke, personalised, specially sourced or made-to-order Products, production is considered to have commenced when we begin design work, prepare CAD renderings, purchase or reserve materials or stones, issue manufacturing instructions, perform engraving, resizing or other customisation, or otherwise incur non-recoverable costs for the order. Cancellation requests received before production begins will receive a full refund. If production has begun, we will assess whether cancellation remains possible and whether non-recoverable design, sourcing, payment-processing or production costs apply. No deduction will be made where prohibited by law.

10. Contact Us

Canora Diamonds Inc.

Email: support@canoradiamonds.com