Returns & Refunds

The Equalli website (www.equalli.com) is operated by EQUALLI LIMITED. Equalli is committed to producing and selling high-quality products. If for any reason you are not completely satisfied with our product, we are happy to offer a full refund or exchange within 7 days of the delivery date. This excludes shipping and insurance charges. Customized and personalised products are subject to additional conditions and return charges.

Refund of shipping and insurance charges will be calculated based on location the item is delivered to and can be requested in writing at time of purchase. For example, if a customer in France purchases a $2,000 USD ring and they decide to return the ring for a full refund our shipping and insurance costs we spend to ship the item is approximately $42 USD (as the fee for shipping during checkout is $25 USD flat rate). Shipping fee is not based on the amount charged at the point of checkout as to simplify the checkout process we either absorb the shipping and insurance related costs for USA, Canada, UK and AU or minimize the expense for all other countries with our flat rate fee. This fee does not relate to actual costs we incur during the shipping and insurance process.

If our product is defective in any way, you may return it within 30 days of delivery for a refund, a repair, or a replacement. Please note that our offer to replace products and/or refund your money does not apply to damage caused by accident, neglect, misuse, dropping, or damage resulting from inappropriate exposure to any kind of destructive or abrasive chemical environments.

Our Lifetime Guarantee means we will provide you the raw materials for the lifetime of the product in the unlikely event that a stone or diamond falls from its setting. This doesn't mean we will provide a refund for unlimited days or pay for the repair of the item. Please take detailed photos of the item and email it to us so we can determine the correct color to send for replacement. All replacement stones will be sent registered airmail within 24hrs of photos being received, sooner where possible.

Return policy

Returning under 7-days EU Distance Selling Directive

If you are dissatisfied with our delivery, you may cancel your order within 7 working days following the day on which you received the product. The product must be returned complete; unworn, unused, and with the original box, packing and accessories and, with all of the original certificates.equalli will issue a full refund for the price you paid for the product. The total for any return shipping, insurance, or customs fees, as well as any unpaid onward delivery charges will be deducted from your refund.

Returning under 30-days faulty product guarantee

If our product is defective, you may return it within 30 days of delivery for a refund, exchange, replacement, or repair. The total for the return and onward shipping costs will be charged to your account.

Return procedures

Returning your order toequalli is a simple and a straightforward process:

  1. Log into your equalli account and access the Returns Center where you will be given your RMA number. If you do not have an account please contact your customer service representative for your RMA number.
  2. Make sure your return is packed safely and securely. Please do not write jewelry, diamonds, gemstones, gold or any related words on the parcel in order to protect against possible theft during transportation.
  3. Shipping for returned products should be pre-paid and sent via UPS,Express, or USPS Priority Mail for tracking/confirmation and insurance purposes. We assume no liability for loss or damage of returned packages.
  4. Please ship your return to the following address:
    Lumpini Townhome
     
    EQUALLI LIMITED
    431/21 Ratchadapisek Rd.,
    Chongnonse, Yanawa
    Bangkok 10120
    Thailand

Refunds for personalized or custom made items

Equalli will refund an order for customized and personalized products subject to restocking charges which will be deducted from your refund or charged to your account in case of an exchange as a service fee:

  • 1% of the total item sale price or minimum of USD 10.00 - will be deducted from your refund for any alteration made such as engraving, ring re-sizing (excluding specific designs which can not be resized), additional hallmarking, specific lab reports, and collectively personalized products.
  • 15% of the total item sale price or minimum of USD 100.00 will be deducted from your refund for any customizations made such as, material variations, tailored sizing requiring the use of additional materials or manufacturing, and collectively customized products.

Important limitations

Equalli will only accept returned deliveries after activation of the return merchandise authorization (RMA) number through your online account or via email. Any returned products that are not accompanied by an official RMA number will be refused and sent back to you at your expense. You should not write jewelry, diamonds, gemstones, or gold, anywhere on the package, as this invites possible theft of the parcel.

equalli cannot accept returns if they are delivered by hand or via an unauthorized carrier.equalli experts will inspect the returned contents for any signs of wear, or damage before issuing refunds, replacements or credits. You should be aware that once the return process begins you will not be able to cancel any additional contracts you may have withequalli until the return process is complete. You will be responsible for the costs of returning the product, which will be deducted from your refund unlessequalli delivered the wrong product to you, or if the product is damaged or defective upon arrival.

Your statutory rights

equalli complies with the the EU Distance Selling (Directive 97/7) as ratified by part of the Consumer Protection (Contracts Concluded by Means of Distance Communications) Regulations 2000.

Under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within 7 working days following the day on which you receive the goods. This applies to all of our products except for custom-made items.