Returns and Cancellations Policy

These terms apply to purchases made directly from DiamondCZ. Different conditions apply to private consumers and customers purchasing gemstones for business purposes. Nothing in this policy excludes or restricts any statutory rights that cannot legally be excluded.

UK Consumer Returns

For most standard, non-customised gemstones purchased online, private customers have the right to cancel their order within 14 days of receiving the goods, without giving a reason.

You must notify us of your decision to cancel within this 14-day period. You then have a further 14 days to return the gemstones.

Customers are responsible for the cost of return postage unless the gemstones are faulty or we have agreed otherwise.

Where the statutory cancellation right applies, we will refund the price of the cancelled goods and the applicable standard outward delivery charge. Additional costs for premium or expedited delivery are not refundable.

Refunds will be made within 14 days of receiving the returned goods. We may withhold the refund until one of these conditions has been met.

Please return gemstones securely packaged in the condition that they were sent, in their original labelled bags. Different gemstone sizes and types that were packaged seperately should be kept separate.

Customers may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the gemstones. This does not remove statutory cancellation rights.

Business Orders and Returns

Orders placed by customers acting wholly or mainly for business purposes, including jewellers, jewellery manufacturers, retailers and other trade customers, are treated as business-to-business transactions.

The statutory 14-day consumer change-of-mind cancellation right does not apply to business purchases.

Standard Stock Gemstones

Business customers may request a return of standard, in-stock gemstones within 14 days of delivery. Returns are accepted only with our prior agreement. Unless otherwise agreed, customers are responsible for return postage costs. Returned gemstones must be in their original condition, securely packaged and separated by size and type.

Custom Cut and Pre-Order Business Orders

Gemstones specially cut to fulfil a business customer's order are non-cancellable and non-returnable for change of mind once the order has been accepted and commissioned.

This applies regardless of whether the gemstones are standard catalogue products or unusual cuts, colours and sizes.

As these gemstones are commissioned specifically for the order, we cannot normally cancel the manufacturing process or return the finished gemstones to our supplier.

Business Order Discounts

Where a business return is accepted, quantity discounts, promotional discounts and delivery concessions may be recalculated in accordance with the terms agreed at the time of purchase.

Nothing in these business terms excludes any rights or remedies that cannot lawfully be restricted, including applicable rights concerning faulty or incorrectly described goods.

Custom Cut and Pre-Order Gemstones

Some gemstones offered by DiamondCZ are not held in stock and are individually cut and polished after an order has been placed.

These gemstones are commissioned from our supplier specifically to fulfil your order. Once cutting has commenced, we cannot normally cancel the manufacturing process or return the finished gemstones to our supplier.

Where a gemstone is genuinely made to a customer's individual specifications or is clearly personalised, the normal 14-day consumer change-of-mind cancellation right does not apply.

For standard gemstones that do not qualify for this exemption, applicable statutory consumer cancellation rights remain in place.

Please check the gemstone material, cut, dimensions, colour and quantity carefully before placing an order. If you need to cancel, please contact us as soon as possible.

Colour Variations

We make every effort to represent gemstone colours accurately in our photographs and descriptions. However, the finished colour of a custom-cut gemstone may vary slightly from the example shown.

Cubic zirconia (CZ), synthetic gemstones and other gemstone materials can vary in colour between batches, particularly in blue, green and violet shades.

The exact appearance of a gemstone cannot always be determined until it has been cut and polished. Photographs of made-to-order gemstones may show an example of the cut and design rather than the exact colour of the finished gemstone. Please also refer to the stated colour description.

Minor colour variations that are consistent with the product description and the nature of the material do not, by themselves, mean that a gemstone is faulty or incorrectly described.

Your statutory rights remain unaffected if a gemstone is faulty, materially different from its description or otherwise fails to meet applicable legal requirements.

International Returns

Customers outside the United Kingdom should contact us before returning any gemstones.

Cancellation and return rights may depend on the destination country, applicable consumer protection laws and the terms of the purchase.

Where a return is accepted, we will explain the applicable refund and return postage arrangements. Any statutory rights that apply to the purchase will be respected.

International Customs Declarations

When returning goods from outside the United Kingdom, please complete the customs declaration accurately and identify the parcel as returned merchandise where appropriate.

Please include the original order details and contact us if you need information to help identify the goods as a return.

Incorrect customs declarations may cause delays, additional charges or customs clearance problems.

Faulty or Damaged Goods

We inspect gemstones before dispatch and photograph orders to help maintain accurate records.

If you receive gemstones that are faulty, damaged or incorrectly described, please contact us with details of the problem.

Photographs of the gemstones may help us investigate and resolve the issue without requiring an immediate return.

Where required by applicable law, we will provide an appropriate remedy, which may include a replacement, repair, price reduction or refund, together with reasonable return postage costs where applicable.

Damage caused after delivery, including gemstones chipped or damaged during setting, is not normally considered a manufacturing fault. This does not affect your statutory rights.

Return Address

Please contact us before sending a return. Unless we advise otherwise, returns should be sent to:

Christopher Sweeney
8 Hoopers Close
Berry Pomeroy
Totnes
TQ9 6GR
United Kingdom

Import Duties and Uncollected Orders

DiamondCZ dispatches orders from the United Kingdom.

International customers may be responsible for import duties, taxes and customs clearance charges imposed by their destination country, unless these charges have been prepaid as part of the order.

If an order is refused or remains uncollected, please contact us. Any refund and permitted deductions will depend on the circumstances, the terms agreed at purchase and applicable law.

Business customers who refuse delivery, fail to collect an order or refuse to pay applicable import charges may be responsible for resulting costs, subject to the agreed contract terms and applicable law.