Returns & Exchanges

Thank you for choosing our lab-grown diamonds and loose diamonds. To ensure smooth cross-border transactions and protect the rights of both parties, we have formulated the following return and exchange policy in consideration of international logistics characteristics. Please read it carefully:

1.Return Policy

1. Return Period

You may apply for a return within 7 days from the date of receipt, provided that the product is intact, unused, unprocessed (e.g., worn, set, engraved), and the original packaging and accompanying certificates (such as GIA certificates, lab-grown diamond identification certificates, etc.) are complete.

Note: Customized products (e.g., loose diamonds with specified parameters, engraved items, etc.) are not eligible for return for non-quality reasons.

2. Return Conditions

• The product is unused, with no scratches, stains, deformation, or damage;
•  Original packaging (jewelry box, protective bag) and all accessories (certificates, invoices, warranty cards, etc.) are intact;
•  You must provide the order number and proof of receipt from the time of purchase.

3. Return Process

• Contact customer service (email:info@loviodoll.com or phone: +86 19518661709) to explain the reason for return, and submit product photos and order information;
• After approval by customer service, you will receive the return address in China and a return reference number. Please send the product back to the specified address within 3 days;
• Logistics recommendations: Use international logistics services (e.g., DHL, FedEx, EMS) and ensure the product is insured (the insured amount is recommended to match the product value). The return shipping and insurance costs shall be borne by the buyer;
• Once we receive and inspect the product and confirm it meets the return conditions, we will process the refund within 3-5 working days. The refund will be returned to your payment account via the original method (excluding return shipping costs).

2. Exchange Policy

1. Exchange Period

You may apply for an exchange within 30 days from the date of receipt, provided that the following conditions are met.

2. Exchange Scenarios and Conditions

• Quality Issues: If the product has non-human-induced quality problems (e.g., discrepancies between the certificate and the actual product parameters, undisclosed flaws in the diamond), after confirmation by professional appraisal, we will replace it with the same model or another product of equal value free of charge. Round-trip shipping costs (including international segments) will be borne by us;
• Non-Quality Issues: If you need to exchange the product for personal reasons (e.g., improper size, switching to another style in the same series), the product must be unused, unprocessed, and not affect secondary sales. Round-trip shipping costs will be borne by you, and any price difference will be settled (refund for overpayment or additional payment for underpayment).

3. Exchange Process

• Contact customer service to explain the exchange request, and provide product photos and order information;
•  After approval, send the product back to the return address in China provided by customer service (insurance is recommended), with notes on the exchange request and return reference number;
• Once we receive and confirm the product meets the conditions, we will ship the replacement product within 5-7 working days and share the logistics information (international shipping costs will be borne as per the above rules).

3.Non-Returnable and Non-Exchangeable Items

1. Products beyond the above return/exchange periods;
2. Products that have been worn, set, engraved, or modified;
3. Products with missing or damaged original packaging, certificates, or accessories that affect secondary sales;
4. Products damaged due to human factors (e.g., impact, chemical corrosion, etc.);
5. Customized products (for non-quality reasons).