RETURN POLICY
Our Return Policy
We accept returns for refund within 14 days on receipt of your online purchase (not applicable to walk-in purchase). You will only pay for return shipping and insurance fees.
Please note that to be eligible for return, items must be in their original purchase condition, including all product documentation, kept the item in the original Lavin NY gift box and shipped back to us within 14 days.
If a package or item delivered to you arrives damaged, please refuse the shipment or reach us immediately at +6010-368 3861. Please retain all packing materials unless instructed otherwise by Lavin NY. Claims for damaged or missing items must be reported immediately or within five days of receipt of your order. Lavin NY is not responsible for lost or damaged returned shipments.
Non-Refundable Items
• Promoted items are final sale and are not eligible for return.
• Shipping fees are non-refundable.
• Returns without a Lavin NY “Returns Reference Number (RRN)” will be refused upon receipt. Packages shipped beyond the 14 days return period, and packages that are improperly packaged or uninsured will also be refused receipt.
• Return merchandise must be undamaged and in “original, new and unused condition”. Items showing obvious signs of wear or alteration by a jeweller other than Lavin New York will not be accepted.
• Loose diamonds must be accompanied by the original laboratory grading report. Returns without the original laboratory report will be refused upon receipt.
• Diamond and gemstone eternity rings with a specific number of gemstones per finger size; milgrain or ornate bands and tension rings. We cannot resize the aforementioned ring types, as they need to be completely re-crafted. Therefore, it is very important that you order the correct size at the time of purchase.
Please note: There will be a re-polishing fee applied if an engraved item is returned.
How To Prepare A Return
To return a diamond or jewellery item to Lavin NY, please follow the process below:
1. Initiate your return. Contact our Lavin NY team at +6010-368 3861 (WhatsApp only). Advise the representative that you wish to return your order.
2. Arrange shipping. Within one business day, we will send you a consignment label, along with instructions on how to safely and securely package your items.
3. Package your item(s) securely in the original packing materials. If your return is for refund, please include any diamond grading reports or appraisal(s). Diamond grading reports and appraisals are not required for repairs and resizes. If your item was delivered with a diamond report and that report is not returned, returns will be refused upon receipt. For security reasons, do not write “DIAMONDS” “GEMSTONES” “LAVIN NY” “LAVIN NEW YORK” anywhere on the outside of the box.
4. Return shipment received. Your order should arrive in our office within three business days (excluding weekends and holidays) from west Malaysia; while take around a week to arrive from East Malaysia.
After Your Return Is Received
Returns are processed weekdays and typically passed along to our Quality Assurance department within 24 business hours of receipt. Please allow 1-2 business days for this process to complete before we approve your refund request. Once the return has passed the quality check, you will receive an email informing you of the outcome of your refund request.
If you are expecting a cash refund, 10% restocking fees will be charged and the credit will be submitted to your bank within two business days. It may take your bank up to 14 business days to post the funds to your account. Please note that normal return processing times may double after a major holiday.
If you are expecting a store credit refund, 5% of restocking fees will be charged and the credit will be submitted to your account wallet within one business day.
Cancel Or Change An Order
If you would like to change or cancel an order please WhatsApp Lavin NY at +6010-368 3861 for immediate response. We will attempt to accommodate order changes to the extentpossible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. Rerouting packages to alternate addresses is not possible once in transit. If you would like your package held for collection, please contact us. If your order has already shipped and you no longerwant it, please submit a return request on My Orders page to set up a merchandise return once you have received the shipment.
Check Return Status
* The Return Policy is subject to change at the discretion of Lavin New York.
