Refund policy

Return & Refund Policy

At PrimeLab Atelier, we supply lab-grown diamonds, colored gemstones, fine jewelry, ready-to-ship items, and custom jewelry manufacturing services for professional buyers.

Custom, Made-to-Order, Personalized, and Special-Order Items

Custom-made, made-to-order, personalized, modified, engraved, or special-order items are final sale and are not eligible for return or exchange unless there is a verified quality issue.

This includes items produced, sourced, or customized according to the buyer’s selected item codes, reference images, specifications, materials, sizing, quantity, design requirements, or production instructions.

Ready-to-Ship Items

Ready-to-ship items may be eligible for return or exchange within 7 days of delivery, provided that the item is unused, unworn, unaltered, undamaged, and returned in its original condition and packaging.

The buyer is responsible for return shipping costs, duties, taxes, insurance, and any related return expenses unless the return is due to a verified quality issue.

Quality Issues

If you believe an item has a quality issue, please contact us within 7 days of delivery with your order number, item code, clear photos or videos, and a written description of the issue.

We will review the claim and may request additional information, inspection, or return of the item before determining whether a repair, replacement, exchange, or refund is appropriate.

Non-Returnable Conditions

Returns or exchanges may be refused if the item has been worn, used, altered, resized, damaged after delivery, missing original packaging, missing certificates or documents, or returned without prior approval.

Return Authorization Required

All returns or exchanges must be approved by PrimeLab Atelier before shipment. Items sent back without prior written authorization may not be accepted.

Shipping Risk

Buyers are responsible for securely packaging return items and using a trackable and insured shipping method. PrimeLab Atelier is not responsible for lost, delayed, damaged, or uninsured return shipments.

Final Review

All returns, exchanges, quality issue claims, and resolutions are subject to review and approval by PrimeLab Atelier.