Refund policy
At QuenTin, we understand that every memorial diamond begins with something deeply personal. This policy explains how cancellations, refunds, returns, and after-sales concerns are handled, so that you can make your decision with clarity before placing an order or sending us any source material.
Please read this policy carefully. If anything is unclear, we encourage you to speak with your QuenTin consultant before payment, shipment of source material, or final production confirmation.
## 1. Our Core Policy for Custom-Made Memorial Diamonds
QuenTin memorial diamonds are custom-made diamonds grown from carbon extracted from ashes or hair provided by you. Each diamond and each finished jewelry piece is made for a specific person, pet, memory, set of specifications, and confirmed order details.
Because of this, QuenTin memorial diamonds are highly personal and cannot be restored to their original source material or resold once production has begun.
Except where required by applicable law, or where there is a product quality issue or an error caused by QuenTin, **custom-made memorial diamonds and finished jewelry pieces cannot be returned, refunded, or exchanged once the order has entered production**.
This policy reflects the nature of the product itself. The source material is irreplaceable, and the finished piece is created for one customer only. Before production begins, we will confirm the key order details with you so that the process is clear, careful, and traceable.
## 2. Order Cancellation and Refunds
We understand that commissioning a memorial diamond is a significant decision. Whether an order can be cancelled or refunded depends on the status of the source material, the progress of the order, and whether any costs have already been incurred.
### Case 1: Source material has not been sent and no costs have been incurred
If you cancel your order before sending any source material, and no actual costs have been incurred by QuenTin, such as dispatching a collection kit or incurring third-party fees, you may cancel the order for a full refund.
### Case 2: Source material has been sent, or costs have been incurred, but production has not begun
If your source material has already been sent, or costs have already been incurred, but QuenTin has not completed intake confirmation or begun testing, purification, laboratory scheduling, diamond growth, cutting, setting, certification preparation, or any other production-related or irreversible step, you may still request cancellation.
In this case, we will refund the refundable portion of your payment. Any actual costs already incurred, and deductible under applicable law and the relevant rules of payment providers, carriers, banks, customs authorities, or third-party service providers, may be deducted from the refund or settled separately with you. These may include shipping fees, payment processing fees, cross-border transaction fees, bank charges, customs clearance fees, taxes, and order-specific materials or services that have already been prepared or dispatched.
If your source material needs to be returned, we will confirm the return method, address, and related cost arrangements with you.
### Case 3: Source material has been received and the order has entered production
Once QuenTin has completed intake confirmation of the source material, and after you have confirmed the key customisation details, the order will be considered to have entered production when it moves into testing, purification, laboratory scheduling, diamond growth, cutting, certification preparation, setting, or any other production-related step.
At this stage, the order cannot be cancelled and payments are generally non-refundable, except where there is a product quality issue, an error caused by QuenTin, or where applicable law requires otherwise.
## 3. Sending and Receiving Source Material
You are free to choose the shipping or delivery method that you consider appropriate for sending source material to QuenTin. To help ensure that the material can be received and recorded smoothly, QuenTin may provide guidance on collection, packaging, labelling, and information to include before you ship it. After dispatch, please provide your consultant with the tracking number or delivery record where available.
Once the source material arrives, QuenTin will record its receipt and confirm the status of the material and the next order steps with you. If there is a delay, loss, or damage during transit, we will provide reasonable assistance in communicating with the carrier. The final handling of any transit issue will depend on the carrier's rules, any insurance arrangements, and applicable law.
## 4. Product Quality Issues and Order Discrepancies
If the finished piece you receive has an obvious quality issue, or if it materially differs from the key customisation details confirmed in writing, and the issue was caused by QuenTin, please contact us as soon as possible with your order information, photographs, videos, or other materials that may help us review the matter.
After review, QuenTin will offer a reasonable solution depending on the circumstances. This may include repair, remake, resetting, adjustment of non-memorial components, reissuing or correcting certificate documents, or providing a refund, compensation, or other remedy where required by applicable law.
The following are generally not considered product defects or order discrepancies:
- Reasonable craftsmanship variations in carat weight, colour, cut, clarity, or setting details that fall within the confirmed order scope;
- Reasonable differences arising from diamond growth, cutting, polishing, testing, or the assessment standards of certification bodies;
- Customisation details, engraving, size, style, or certification arrangements confirmed by you in writing;
- Wear, damage, or deterioration caused by normal use, improper care, impact, accident, or unauthorised repair;
- Minor packaging differences, screen colour differences, or display variations that do not affect the structure, safety, or main custom purpose of the product.
Nothing in this section limits any statutory consumer rights you may have under applicable law.
## 5. Damage During Delivery of the Finished Piece
Finished pieces are normally shipped using trackable delivery services, with appropriate packaging and insurance depending on the order. If your finished piece is visibly damaged during delivery, please contact us within **7 calendar days** of receipt and keep the outer box, packaging materials, shipping label, and photographs or videos showing the condition of the package and product.
We will assist you in communicating with the carrier regarding insurance claims or next steps. The outcome will depend on the carrier's rules, insurance terms, order circumstances, and applicable law.
## 6. Non-Refundable Costs
Where an order remains eligible for cancellation and refund, the following costs may be non-refundable if they have already been incurred and may lawfully be deducted under applicable rules:
- Shipping, insurance, customs clearance, or storage fees already incurred;
- Payment processing fees, cross-border transaction fees, bank charges, or refund processing fees;
- Duties, taxes, import fees, or other government charges already incurred;
- Order-specific materials that have been customised, purchased, prepared, or dispatched, such as collection kits, special packaging, or custom components;
- Third-party testing, certification, design, setting, or other order-specific services that have already begun or been completed.
In simple terms: **costs that have not been incurred will be refunded where possible; costs that have already been incurred and may lawfully be deducted will be borne by the customer.**
## 7. Return or Handling of Source Material
If an order is cancelled before production begins and QuenTin has already received your source material, we will arrange return or other handling according to your instructions. The return method, related costs, and risk arrangements will be confirmed with you at the time of cancellation.
If the order has been completed and there is unused source material remaining, we will return, continue holding, or properly handle the remaining material according to the order arrangement and your instructions. QuenTin treats all source material with care, privacy, and respect.
## 8. Refund Method and Processing Time
If your order qualifies for a refund, the refund will usually be returned to the original payment method. We will process it as soon as reasonably possible after confirming the refund amount and any necessary information. The actual time for funds to arrive depends on your payment method, card issuer, payment platform, bank, or other financial institution, and may take several business days.
If the original payment channel cannot be used for the refund, we will confirm an alternative refund method with you.
## 9. Limitation of Liability
To the fullest extent permitted by applicable law, QuenTin's liability for any order is limited to the amount actually paid for the product under that order. QuenTin will not be liable for indirect, incidental, special, or consequential losses arising from the product or service, except where applicable law requires otherwise.
## 10. Applicable Law and Statutory Rights
This policy does not limit any statutory consumer rights you may have under applicable law. If any part of this policy conflicts with mandatory legal requirements, the mandatory legal requirements will prevail.
Because QuenTin orders may involve cross-border payment, shipping, customs clearance, taxes, and consumer protection rules in different jurisdictions, the handling of a specific case may vary depending on the order location, delivery destination, payment method, and applicable law.
## 11. Contact Us
If you have any questions about this policy, or if you would like to confirm any arrangement before placing an order, making payment, sending source material, or approving production, please contact your QuenTin consultant through [WhatsApp / Email / Customer Service Portal].
We want you to make this important decision with full understanding and complete peace of mind.
