FAQ and Terms & Conditions

If you can't find what you're looking for below please use the contact page or just give us a ring and speak to a friendly expert.  We are always glad to take your call in order to provide comprehensive and complete information.  By helping you we help ourselves better-know what should be added to our FAQ.  Plus we love to talk about diamonds.  It's a win-win!

General

How are High Performance Diamonds different?What are ASET and Ideal-Scope images? What are Hearts & Arrows and Optical Symmetry? What is your policy on Conflict Diamonds? What is the benefit of having an account at HP Diamonds?

HPD Products

Infinity Diamonds Designs by Vatche Finished Products by HPD

HPD Guarantees

21 Day Full-Refund Return Period 100% Jewelry Satisfaction Guarantee Diamond Quality Guarantee Authentic Colored Stone Guarantee 80% Lifetime Buy Back on "Crafted By Infinity" Diamonds

Infinity Diamonds Also Include

Conflict-Free Guarantee Lifetime Trade-Up Invitation to Meet The Cutter

 

Terms & Conditions

Purchasing

Payment Methods 5% Wire Transfer Discount Security Deposit Custom Defined and Custom Made Treasures Deposit Pricing Error

Shipping

Free Shipping Upgraded Shipping Options International Shipping Emergency Hold Delivery Responsibilities What if the package is Smooshed?

Returns & Refunds

Non-Refundable Items 21 Day Full-Refund Returns Return Procedure Diamond & Gemstone Returns Gold & Platinum Jewelry Returns Custom Defined and Custom Made Treasure Returns Colored Stones One Year Exception

 

HPD Legal Disclaimer

 

HPD Guarantees

21 Day Full-Refund Return Period

We are so confident you will fall in love with your High Performance Diamond that we offer a 21 day pre-purchase inspection period. Upon receipt of payment by bank wire transfer, or security authorization by credit-card company, we are happy to send loose diamonds to you. You will have twenty-one (21) days of inspection, at any time during which you may return the item(s) for a full refund.

Jewelry Satisfaction Guarantee

All gold and platinum jewelry carries a 100% satisfaction guarantee on workmanship. Our craftsmen have extremely high standards and we expect no problems. However, you can rest assured that if the piece is found to be defective due to manufacturing we will either repair or remake it for you at no charge. Work on the piece by an outside jeweler will void this guarantee.

Diamond Quality Guarantee

You can be assured of receiving beautiful, genuine, quality diamonds from High Performance Diamonds. All diamonds are evaluated by experts who employ the top standards of clarity, color, cut and weight. Each gem you purchase from High Performance Diamonds is accompanied by a diamond grading report from a foremost industry recognized, reputable gem lab.

Authentic Colored Stones Guarantee

We unconditionally guarantee all colored stones to be accurately identified with weight and color description included. Stones are genuine unless specifically noted otherwise. Any treatments we are aware of will be noted. Stones such as sapphire and ruby are heat treated unless specifically noted to be natural color and not heat treated in their description. Blue topaz are found so rarely in natural blue that all blue topaz are considered irradiated to give them their color.

80% Lifetime Buy Back on “Crafted By Infinity” Diamonds

For any reason you may return an undamaged Crafted by Infinity diamond and accompanying AGS report to us to honor our BuyBack Policy. Upon verification that it is in its original undamaged condition, locally and from the AGS, we will gladly repurchase it for 80% of what you originally paid. This may not sound like a great deal unless you have ever tried to sell a diamond back to a traditional jeweler where the typical offer is ten to thirty percent of original purchase price.

The policy is payable 90 days from the receipt from AGS of information that there is no damage to the diamond. We send all diamonds submitted for trade up or BuyBack to AGS to verify that there is no damage to the diamond. A new Diamond grading report is issued at that time.

Infinity Diamonds Also Include

Conflict-Free Guarantee

Infinity Diamonds are produced in accordance with the United Nations Kimberley Process, Belgian Federal AML compliance, the United States Clean Diamonds Act and the voluntary JVC-USA Patriot Act Compliance Program in cooperation with legitimate sources not involved in funding conflict. Infinity Diamonds are guaranteed to be conflict-free based on personal knowledge and/or written guarantees with partners who are known to us and share a kindred commitment to humanitarian rights and “green” practices.

Lifetime Trade-Up

High Performance Diamonds credits 100% of your Crafted by Infinity diamond’s purchase price, less applicable tax and shipping, toward a more expensive diamond through High Performance Diamonds. The diamond must be in original undamaged condition. Setting and other charges may apply.  We send all diamonds submitted to us for trade-up or BuyBack to AGS for verification that there is no damage to the diamond.  A new Diamond grading report is issued at that time.

To reiterate, the trade up is towards any diamond purchased from High Performance Diamonds, even if that diamond is not a Crafted by Infinity Diamond.

Invitation to Meet The Cutter

Infinity owners are invited to annual reception-roundtables featuring founder and diamond designer Paul Slegers of Infinity Diamonds in Antwerp, Belgium. “Meet The Cutter” presentations are hosted by dealers in cities around the USA and Europe. Contact your authorized Infinity dealer for times and locations and come meet your diamond’s cutter.

 

Terms & Conditions

Purchasing

Payment Methods

Methods of payment accepted include PayPal, Visa, MasterCard, American Express, Discover, or bank wire transfer. Wire transfer is required for international purchases.

5% Wire Transfer Discount

Paying by wire transfer eliminates credit card fees and reduces risk of fraud. Your bank should offer this service for a fee that’s typically inconsequential compared to your savings. When you are ready to make a purchase we can email you precise instructions. Wire transfers are required for international purchases. Specials excluded. This offer may not be combined with other discounts.

Security Deposit

You have a 21 day inspection period but before any items are sent out we require a security deposit. This is done with a credit card authorization from either MasterCard or American Express. The authorization reduces your credit line but does not release funds to us. It assures us that payment is available and can be run on demand for a prescribed period but payment is only released when your sale is confirmed. This protects both our interests. If the sale is not made the credit line will be released upon return of the undamaged items.

If American Express or MasterCard are not available we must receive a bank wire transfer for the full sale price of the stone. Once wire transfer is received by our bank the gemstone will be sent to you for inspection. If you elect to return the gemstone within the 21 day return period you will be refunded according to our refund policy. After the 21 day period all sales are final and not subject to return or refund.

Custom Defined and Custom Made Treasures Deposit

Because of the unique nature of special orders and designer items a 50% deposit of the anticipated total is required to begin work on a mounting for your gemstone. The balance is due in full upon completion and prior to shipping of the finished piece. Any cost of changes in design or modifications once a piece is begun will be the client’s responsibility. These costs are nonrefundable and will be added to the final cost of the piece.

Pricing Error

Despite our best efforts some items on our website may be mispriced in error. We will not honor typographical or calculation errors. Should an error be discovered as your order is processed we will notify you immediately upon its discovery.

 

Shipping

Free Shipping

All items are shipped to you via FedEx Priority Overnight Insured.  We pay for shipping unless you choose to return the item in which case there is a recovery fee.  This fee will show on your invoice as a $50 charge.  It is removed from the invoice when the sale is confirmed, or in case of return it is left on the invoice and charged to you. Return shipping is your responsibility (please see Return Procedure below).

Upgraded Shipping Options

FedEx Priority Overnight insured delivery is available on orders under $5000 for an additional fee of $10.

International Shipping

All international orders are shipped FedEx as they do an excellent job of navigating customs for you. When the package is released for delivery FedEx will contact you. Excises and/or import duties unrelated to our company may apply, depending on your nation’s requirements. Please contact your government’s authorities or FedEx in your country to determine those costs. You are responsible for any such charges imposed by your country.

Emergency Hold

In case of severe weather or emergency we reserve the right to hold items until we feel they can be safely shipped.

Delivery Responsibilities

We are not responsible for missing or stolen jewelry or gemstones. Insurance coverage on shipped packages ends upon delivery, whether to you or ANY agent signing for the package (co-workers, roommates, family members, landlords, neighbors and anyone accepting the package on your behalf). We strongly recommend that you instruct us to send the package to a FedEx Station for Hold and personal pickup if you are not going to be present to sign for the package yourself. A FedEx Station Hold requires you to take delivery in person, with photo ID, and is a wonderful option to assure your package gets in your hands if you’re not available at time of delivery.

What if the package is Smooshed?

Insurance coverage on shipped packages ends upon delivery. Upon receipt of your order, examine the package thoroughly to ensure the security of your package has not been violated. Do this BEFORE SIGNING for it. If you suspect tampering or damage REFUSE DELIVERY and call us immediately at    1-800-524-7904   . All orders are shipped double-boxed to maintain the integrity of packaging in the inner box. If you receive a box with damage showing on the outer box or you suspect tampering, open the outer box IN FRONT OF THE DELIVERY PERSON and MAKE SURE THE INNER BOX IS INTACT. If there is damage, file a report with the driver, get a written confirmation and call us immediately. DO NOT LET THE DRIVER OUT OF YOUR SIGHT IF YOU HAVE QUESTIONS.

 

Returns & Refunds

Non-Refundable Items

Jewelry items and gemstones carrying engravings or inscriptions other than trademarks, grading report numbers or materials content are not refundable.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable.

All items reported to us as sold during the 21 day inspect and return period are considered final and no longer refundable.

21 Day Full-Refund Returns

As long as you notify us of the desire to return an item prior to the end of our business day 21 calendar days from the date you received it (verified by postmark) we will consider you to have met the 21 day Full-Refund Return policy.

Please note that if day 21 falls on a Saturday, Sunday, or United States national holiday we will honor the return, provided that we are notified before the end of our business hours on the next working day. In several years we have not yet had anyone actually need the full 21 days to make a decision, but if you do need it please know that you can take it. Keeping us informed and in the loop is the best way to know that you are not going to suddenly miss a deadline.

Return Procedure

Before returning any merchandise for refund or exchange you must obtain a Returned Merchandise Authorization (RMA) number from us. Regardless of what any shipping clerk at a counter may tell you, FedEx and UPS do NOT insure jewelry. We will insure packages being returned through a third party insurance company.

Call us at 1-800-524-7904 to receive your RMA number and instructions for return shipping. Insurance on returns is your responsibility; the costs are modest and will be deducted from your refund. We can arrange for shipping via our FedEx number and insurance, or you may ship vie United States Post Office Registered-Insured.

No refunds will be made until the diamond is received in undamaged condition by us.  PLoss resulting from noninsured, non-delivered packages will result in no refund. Please protect us both with proper return procedures and proper insurance. For your comfort and ease of use, we strongly recommend that you use United States Postal Service registered insured mail.

Once your purchase reaches us it will be inspected. All jewelry and gemstones are expected to be returned in undamaged, original condition with all accompanying documents in clean, pristine condition and accessories intact. Satisfied of this we will issue your refund less return insurance. If your purchase is found to be damaged and/or items are missing those costs will be deducted from any refund due.

Diamond & Gemstone Returns

All diamonds and gemstones returned are expected to be in undamaged, original condition with accompanying documents in crisp condition and accessories such as Gem Kit intact. Missing grading reports incur a $200 charge. Missing Gem Kits incur a $50 charge. Diamonds or gemstones found to be damaged are not refundable.

Gold & Platinum Jewelry Returns

Any returns for refund on gold and platinum jewelry due to workmanship dissatisfaction must be made within 21 days of sale. There will be a 30% restocking and restoration fee on any merchandise sized or altered. This is to offset expenses incurred for parts and/or labor, as well as restoration and refurbishing required before any possibility of resale, even at clearance pricing. The 30% fee will be deducted from any refund due.

Refunds do not apply to dissatisfaction due to a desire to change designs or make modifications to the original order. These changes will be deducted from any refund.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable for any reason.

Custom Defined and Custom Made Treasure Returns

Custom pieces are non-returnable for full refund. In the case of dissatisfaction any partial refund will be limited to the amount over and above costs of incurred materials and labor, at the discretion of our company. Costs of changes in designs or modifications after a piece was begun are nonrefundable.

Damaged items, or items that have been worked on by an outside jeweler, are not refundable for any reason.

Colored Stones One Year Exception

Although every attempt is made to learn all we can about a gemstone before its sale, colored stones are subject to “treatment.” When we know of treatment on a gemstone, it will be disclosed with its description. If you find within one year of sale that a colored stone was treated in any way that we were not aware at time of sale and are unhappy with the stone we will refund your purchase price in full upon return of the undamaged stone.