Refund policy

At XVI Latorre, we take pride in providing more than just exquisite gems; we offer an experience of trust and confidence. Each gem from XVI Latorre is meticulously compared to ensure it rivals the finest diamonds in the world. Our rigorous quality checks guarantee that to the untrained eye, our gems are virtually identical to authentic diamonds.

Why are we so confident?

We thoroughly inspect each gem before it leaves our doors. Take a look at this quality check photo from a recent customer's order to see for yourself.

We recognize that the dream of owning larger carat gems can be daunting due to their high cost. That's why we invite you to personally compare and see the difference.

Considering a refund? Compare our gem to a real diamond first. You can use your own, borrow one, or visit a jeweler. Place them side by side, snap a photo, and if you find any discrepancies, we're committed to resolving it.

Our 30-Day Money-Back Guarantee:

1. Notify us of any differences you observe between our gem and a genuine diamond (same cut, clarity, carat, and colour).
2. Provide a comparison photo with a diamond of identical specifications (a diamond certificate is also required for verification).
3. Return the product in its original packaging with certificate.

Please note, this guarantee is valid for 30 days after you receive your product. We encourage you to experience our stunning gems soon after arrival.

Be aware that returns and refunds (if approved) will incur a $30 AUD service fee for repackaging, quality checks, and restocking.

Returns of solid 10K/14K/18K white or yellow gold items will be charged a $280 AUD service fee, covering reprocessing and melting of gold, repackaging, quality checks, and restocking.

Shipping costs from your purchase will be deducted from your refund. This includes a $15 AUD fee for orders with Free Standard/Insured Shipping in Australia and $43 AUD internationally.

IMPORTANT: Unfortunately, we cannot accept returns on sale items or gift cards.

XVI Latorre Return and Exchange Policy:

We do not offer Free resizing, please use the SIZE CHART provided on all product pages to measure the correct size for yourself. It is the buyers responsibility to make sure they order the correct size according to the size guide.

We do not offer a try and buy service, for example if you purchase multiple items to see which one you would like, and then want to exchange for a completely different order we will not be accepting returns on the original order.

30-Day Policy for Damaged, Different, or Missing Items:

If you receive a damaged, different, or missing item, contact us immediately through our website chat. Here's how to request a replacement:

1. Contact us within 7 days of receipt with a photo or video of the issue and your preferred solution.
2. We'll review your claim and may ask for more information.
3. Approved claims will result in store credit, a resend, or possibly a return of the item.
4. You're only responsible for one round of shipping costs.
5. No restocking fee for returned products.

IMPORTANT: We're not liable for damages from wear and tear or sizing issues.

Cancelling Your Order:

We understand you may need to cancel your order. However, due to the custom nature of our products (made with pure gold or sterling silver), orders cannot be cancelled once placed.

Rejecting the package upon delivery means we cannot refund your funds. Shipping and delivery times vary due to high demand and multiple shipping locations. We do not offer refunds for shipping delays or unforeseen transit issues.