Return or Refund Policy

Overview

Customers are to carefully select their gemstone/ diamonds so that the need to return/exchange does not arise. 

After full or partial payment is made LineagebyV.com assumes that the customer has carefully considered and agreed upon the diamond and gemstone specification, and no cancellation or refund is allowed.

At LineagebyV.com we stand behind the quality of our products and offer customers the opportunity to request for a refund under the following conditions:

1. Customer received the wrong item by delivery, and there was a neglect by LineagebyV.com team on verifying the sender’s contents before packing without a confirmation photo sent, received and accepted to/by the customer.
2. Upon inspection, the item is defective, or damaged due to neglect by the appointed courier company with proper proof of acceptance (a dated photo within the same day of the shipping delivered) submitted to support@lineagebyv.com

LineagebyV.com will send customers a digital video, weight and picture of the loose gemstone certificate number (optionally purchased in cart) the goods are sent. If the digital video or picture is agreed upon, no return is allowed to prevent fraudulent refund. Customers must contact LineagebyV.com first before returning an item.

In case of refunds, goods sold need to be returned in their original condition (without any damage) with all accompanying packaging, documents, materials and proof that the inscribed number is not accurate, and no later than 7 days after the purchase date. In case any of the items are missing, the customer will be charged a penalty for replacements.

Upon receiving your returned item in its original condition with all accompanying documents and materials, the loose gemstone/ jewelry will be weighed and checked against its corresponding grading certificate / registered specifications and our quality assurance graduate gemologist will sign it off. 

Your return will be processed within 14 business days (not inclusive of weekends and Malaysian public holidays), once your return is received into our system, you will receive a confirmation email. If there are any questions regarding your return, we will contact you. After inspection, your return will be fully processed. Next, your refund will then be processed in the next 4-5 days, depending on your location and/or payment method. 

While we do offer all clients free shipping in Klang Valley, Malaysia when delivering your order, we deduct a shipping charge for returns. This charge is the exact amount the courier company charges for the shipment and it will be deducted from your refund. Please note that for refund of online purchases, administrative costs will apply.

Conditions to be eligible for the Returns & Refund Policy

1. Item(s) must be in their original, unused condition.
2. Refund for items are subject to inspection and checking by the LineagebyV.com team.
3. Damages due to neglect, improper usage will not be included under our Returns & Refund Policy
4. Product should be accompanied with Original Product Certificate and Original/Copy of Invoice, packaging, documentation, lab certificates, discount coupons, etc.

Damages and Issues

Please inspect your order upon receipt and contact us immediately with a video of your unpackaging. If there are any issues on the order, LineagebyV.com team will evaluate the issue and investigate. If a package or item delivered to you arrives damaged, please refuse the shipment or contact us immediately at support@lineagebyv.com. Please retain all packing materials unless instructed otherwise by LineagebyV.com. Claims for damaged or missing items must be reported immediately or within three days of receipt of your order as updated based on our delivered shopping records. LineagebyV.com is not responsible for lost or damaged returned shipments.

Exceptions / non returnable items

LineagebyV.com does not accept returns on sale items or gift packaged promotional items. Please get in touch if you have any questions or concerns about the specific item.

Exchanges

To expedite an exchange for a different product, LineagebyV.com recommends returning the original item for a refund and placing a new order once the returned item is accepted. Please allow an estimated two weeks for your refund to be processed.

Return Shipping Charges

Shipping Charges, VAT, SST / GST and duties are not refundable.

– Return Shipment is at customer’s cost

– Payment Gateway charges, if applicable, will not be refunded. These are billed directly by the payment gateway and are not refunded. For Payex payment gateway, these are 2.5% for all payments using Malaysian debit/credit cards/Net Banking (except for American Express, which is 5.00%); and 4.00% for all payments from foreign cards;  For Paypal, these are 5.19%. All aforementioned charges are inclusive of applicable GST / SST (~18%)

– Additionally, any additional lab certificate that may have been ordered apart from the free along with the gemstone, shall not be refunded in the return payment.

– Returns will take 7-10 business days to process (from the receiving date of the product at our address). Please note that the credit card company / banks may take another week to reflect that in your account.

Cancellation Policy

Customers may cancel or amend any order before payment is made. Once partial or full payment is made, no cancellation or refund will be allowed.

Frequently Asked Question: Returns & Refund Policy

I have lost the lab certificate and original packaging of the product. Can I still return the loose gemstone?

We usually require full original product certificate, invoices, documentations, lab certificates, packaging, documentation, discount coupons, etc. that may have accompanied the loose gemstone. In the absence of any of these items, you are not eligible for a 100% Money Back Guarantee. However, you may still be eligible for a full or Partial Replacement / Store Credit. Please contact our customer support team at support@lineagebyv.com, with your exact scenario, so that we may assist you.

I am returning a loose gemstone. How should I send it? – Return Instructions

In case you are returning or replacing a gemstone, please take the following steps:

Step 1- Contact Customer Support at support@lineagebyv.com and get a Return Authorization Form.

Step 2- Ensure that you keep all original objects that accompanied the loose gemstone like Original Product Certificate and Original/Copy of Invoice, packaging, documentation, lab certificates, discount coupons, etc.

Step 3- Pack the items carefully and await further instructions by LineagebyV.com support team, for customers outside of Klang Valley, if instructed to send via mail, please send only through a reputed courier with insurance for the package. Take the courier tracking information and share with us. You can find our physical address by contacting us at support@lineagebyv.com

– We recommend that you send the product back through ‘Fedex / DHL’ service from your nearest Mail Boxes Etc. branch. This service assures Next Business Day (NBD) delivery on priority in all states and /or major cities within Malaysia and minimizes any risk involved relating to delays, misplace or theft.

– You may also have to ascertain which couriers accept jewelry shipping. At times, customers have managed to circumvent this rule (at their own risk) by simply mentioning the product as “Artificial Jewellery” or “Astrological Product”

 

IMPORTANT: Do not write the name ‘Gemstone’ or any gemstones names, jewelry related words on the outside of the package, as it may attract undue attention and theft of the package. Instead please correctly mention us as “Lineage by VanaFine Sdn. Bhd.”