Customer Support Centre
Returns&Order Issues
All orders on LATTISPEC are fulfilled by verified TGGD vendors. Our resolution team is here to ensure every transaction meets your specification — or we make it right.
30
Day Return Window
5–7
Day Refund Processing
24H
Issue Response Time
Section 01
Return Policy
LATTISPEC operates as a B2B multivendor marketplace. Returns are processed through the originating vendor under our platform guarantee.
Important — Vendor-Fulfilled Orders
All products are shipped directly by verified vendors. Return eligibility is governed by both LATTISPEC platform policy and the individual vendor's stated return terms , visible on each product listing. Contact us if there is a conflict — platform policy takes precedence.
Timeframe
30-Day Return Window
Returns must be initiated within 30 calendar days of confirmed delivery. The clock starts when your courier tracking shows "Delivered."
Standard Orders
Condition Required
Unused & Original Packaging
Items must be returned in original, unmodified condition with all documentation (CoA, spec sheets, export compliance forms) included.
Packaging Intact
Custom / Cut-to-Size
Non-Returnable (unless defective)
Custom-cut, laser-diced, or specification-modified diamond components are non-returnable unless a material defect or shipping error is confirmed.
Case-by-Case
Return Shipping
Buyer Pays (unless vendor error)
Return shipping is at the buyer's cost unless the return is due to a vendor error (wrong item, defect, damage in transit). In those cases a prepaid label is provided.
Vendor Error = Free Return
ITAR / EAR Items
Controlled Goods — Special Process
Products with ITAR / EAR classifications require compliance verification before a return can be accepted. Additional documentation may be requested.
Compliance Review Required
ITAR / EAR Items
Controlled Goods — Special Process
Products with ITAR / EAR classifications require compliance verification before a return can be accepted. Additional documentation may be requested.
Compliance Review Required
Bulk / Contract Orders
Subject to Contract Terms
Orders placed under a signed supply agreement or blanket PO are governed by that contract's return terms. Contact your account manager for details.
Account Manager
Section 02
How to Request a Return
Follow these five steps to initiate and complete your return. Most standard returns are resolved within 7–10 business days from approval.
01
Start Here
Log in and find your order
My Account → Orders and locate the order containing the item you wish to return. Click the order to open the detail view. Confirm the delivery date shown — your 30-day window runs from this date.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
02
Select Item
Click "Request Return" on the item
Inside the order detail, each line item has a Request Return button. Click it on the specific product(s) you want to return — not the full order unless all items are affected. Select the return reason from the dropdown (Wrong Item / Damaged / Defective / No Longer Required / Other).
03
Provide Evidence
Upload photos and documentation
For damaged or defective items, upload clear photographs showing the issue — packaging exterior, item condition, and any relevant spec markings. If you have independent test results (XRD, Raman, profilometry) that contradict the CoA, include them here.
Accepted formats: JPG, PNG, PDF, XLSX. Max 25MB per file. Up to 8 attachments.
04
Approval
Await return authorisation (RMA)
Once submitted, both the vendor and our resolution team review your request. You will receive an RMA (Return Merchandise Authorisation) number by email within 1–2 business days. For vendor errors, a prepaid shipping label is included. Do not ship the item until you have your RMA number.
05
Ship & Track
Pack and ship the item back
Write your RMA number clearly on the outside of the package. Use the original packaging wherever possible — particularly for fragile diamond components. Ship using a tracked courier. Once the vendor confirms receipt and inspection, your refund or replacement is processed.
Keep your return tracking number — you will need it if the vendor claims non-receipt.
Section 03
Order Issues
Received the wrong product? Package arrived damaged? Order never showed up? Find the right resolution path for your situation below.
Issue Type
Wrong Item Received
Take a photo of the item, packaging label, and packing slip
Submit a return request with reason "Wrong Item"
Vendor provides prepaid return label within 24h
Correct item shipped on priority or full refund issued
Report Wrong Item →
Issue Type
Damaged in Transit
Do not discard original packaging — required for courier claim
Photograph: outer box, inner packaging, and damaged item
Report within 48h of delivery for courier insurance claim
Full replacement or refund — no return shipping cost to you
Report Damage →
Issue Type
Order Not Arrived
Check tracking link in your dispatch confirmation email
Allow 2 extra business days beyond the estimated delivery date
If still missing, submit a trace request — we contact the courier
If confirmed lost: full replacement or refund within 5 business days
Trace My Order →
Issue Type
Item Fails Spec / CoA Mismatch
Provide independent test results (XRD, Raman, FTIR, profilometry)
Include the original CoA received with the order
Our technical team reviews within 3 business days
Full refund + third-party test cost reimbursement if confirmed
Report Spec Failure →
Issue Type
Partial Order / Missing Items
Check your order — multi-vendor orders may ship separately
Compare packing slip against items physically received
Report missing items with your order number and packing slip photo
Missing items dispatched at no extra cost or refunded
Report Missing Items →
Issue Type
Billing / Charge Dispute
Overcharged, duplicate charge, or unexpected fee?
Download your VAT invoice from My Account → Orders
Contact billing support with your order number and discrepancy details
Billing disputes resolved within 3 business days
Dispute a Charge →
Section 04
Refund Status & Timeline
From return approval to money back in your account — here is exactly what happens and when.
Return Request Review. Our resolution team and the seller review your return request and uploaded evidence. You receive an RMA number and return instructions (or a rejection with reason) by email.
Manual Review
Item Return Transit. You ship the item back using the provided or selected courier. Transit time varies by location. Standard domestic routes take 1–3 days; international shipments may take up to 7 business days.
Buyer Action
Seller Inspection. The seller receives and inspects the returned item against original order specifications. If the return is approved, the seller submits a refund authorisation through the platform. If disputed, our team mediates.
Vendor Inspection
Refund Initiated. Once the seller approves, LATTISPEC processes the refund to your original payment method. You receive a refund confirmation email with a transaction reference.
Auto-Processed
Funds Cleared. Depending on your bank or payment provider, funds typically clear within 3–5 business days after the refund is issued. Credit card refunds may take up to 10 business days to appear on your statement.
Bank Processing
Add Your Heading Text Here
Credit / Debit Card
3–10 business days · Original card only
Bank / Wire Transfer
3–7 business days · Same account used
Platform Credit
Instant · Can be used on next order
Replacement Shipment
Priority dispatch · No refund issued