Return & Refund Policy

Last updated: April 2026

Thank you for shopping with Elmivra. We want customers to feel confident when purchasing lab-grown diamond jewelry from us. Because many Elmivra products are made to order, different rules apply to made-to-order jewelry, custom-size items, and ready-to-ship items.

1. Made-to-Order Jewelry and Custom-Size Items

Most custom ring orders, custom-size rings, and made-to-order jewelry orders are made specifically according to the customer’s selected specifications, including diamond shape, carat tier, color, clarity, setting style, metal, ring size, or other product details shown on the product page.

For made-to-order jewelry, the order becomes non-cancellable once the certificate review period has passed, the certificate is accepted, or production has started, except for verified quality issues or an Elmivra-side error.

Made-to-order jewelry usually requires approximately 10–15 business days for production after order confirmation, after the certificate review period has passed, after the certificate is accepted, or after production otherwise begins. This production period is an estimate and does not include shipping time.

2. Certificate Review Before Production

For custom IGI-certified lab-grown diamond ring orders, Elmivra will email the matched IGI report number, certificate link, or certificate details for customer review before production begins.

Customers may contact us if they have any concern about the matched certificate. If we do not receive any concern or objection within 48 hours after the certificate review email is sent, the certificate will be considered accepted and production may begin.

3. Eligible Refund, Replacement, or Correction Situations

A refund, replacement, repair, or correction may be considered if:

• the item has a verified manufacturing defect;
• the item is materially different from the confirmed order details;
• Elmivra is unable to fulfill the confirmed custom specifications;
• Elmivra made an order-processing error;
• the parcel is confirmed lost by the carrier after investigation.

4. Non-Refundable Situations

Unless required by applicable law, the following situations are not eligible for cancellation, return, or refund:

• made-to-order or custom-made jewelry after the certificate review period has passed, the certificate is accepted, or production has started;
• orders cancelled due to change of mind after production has started;
• incorrect ring size selected by the customer;
• personalized, altered, resized, engraved, or modified items;
• items damaged by improper use, impact, wear, unauthorized repair, or modification;
• normal wear and tear, minor surface scratches, or damage caused after delivery;
• missing original packaging, certificate, tags, or accessories.

5. Ready-to-Ship Items

If a product is clearly marked as a ready-to-ship, non-custom item, it may be eligible for return only if it is unused, unworn, unaltered, and returned with all original packaging, certificates, tags, and accessories.

Return eligibility must be confirmed by Elmivra in writing before the item is shipped back.

6. Return Request Process

To request help with an order, please contact support@elmivra.com within 7 days of delivery. Please include:

• your order number;
• a clear description of the issue;
• photos or videos of the item and packaging;
• certificate and accessory photos, if applicable.

7. Unauthorized Returns

Please do not send any item back without written confirmation from Elmivra. Unauthorized returns may be refused or returned to the sender.

8. Return Shipping

If the return is caused by a verified Elmivra-side error or manufacturing defect, Elmivra will provide further instructions. For other approved returns, the customer may be responsible for return shipping costs, duties, taxes, insurance, and related fees.

9. Refund Timing

If a refund is approved, it will be processed to the original payment method. Processing time may vary depending on the payment provider, bank, and card issuer.

10. Contact

For return and refund questions, please contact us at support@elmivra.com.