Returns & Exchanges
7-DAY RETURN POLICY
If for any reason you aren't satisfied, you can return your item within 7 days in its original condition for a refund or exchange.Follow this simple three-step process to return a diamond or jewellery item to Fortrez:
Use the contact details in the 'Contact Details' section to obtain a Return Code [RC]. Write this code on the return form that accompanied your original invoice and attach this form to the outside of the box you are returning.
Place all the original packaging in the box, including the appraisal and the diamond certificate. (The diamond certificate carries a € 250 Euro replacement fee.) For security reasons, do not write Fortrez anywhere on the outside of the box.
Return via the appropriate carrier. To determine the appropriate carrier, look on your invoice. If the price of the item you're returning is listed as less than € 500 Euro, you can ship it via any carrier. Be sure to ship your item fully insured, and request a return receipt to ensure your shipment is tracked.
* If the price of the item you are returning is more than € 500 Euro, ship via registered mail (FedEx and UPS will not insure it), and request a return receipt to ensure your shipment is tracked.*
Once your return is received, our Customer Service department will review it. You will receive notification regarding your return or exchange within five days.
Any unauthorized, improperly packaged, or non-insured packages will be returned to sender. Items that show signs of wear or have been resized, engraved, altered, or damaged in any way cannot be accepted for return.
Within 30 days of our receiving and inspecting your returned product according to the above guidelines, you can expect a refund in the same form of payment originally used for purchase. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part.
Merchandise that has been special ordered will be subject to a 25% restocking fee upon return.
If you have any questions about our return procedure, please don't hesitate to contact us. Read on for details about our 90-day warranty and warranty on our jewellery.
* Fortrez will not be responsible for losses or damage of return shipments.