The correct process depends on the product, customer location and written order confirmation. Standard ready-to-ship pieces and personalised commissions may have different cancellation rights. This policy does not remove rights that cannot legally be excluded.
Before an order is accepted
An enquiry or unpaid website selection can normally be changed without charge. Once a stone is reserved, CAD is commissioned, engraving or resizing begins, or material is committed, costs may already have been incurred.
Standard distance-sale items
Where applicable consumer law provides a change-of-mind cancellation period for a standard item sold at a distance, Diamond Kingdom will follow the legally required notice, return and refund procedure. The written order confirmation identifies the relevant process and return address.
Personalised and bespoke goods
Goods made to the customer’s specification, engraved, specially sized, altered or otherwise clearly personalised may be excluded from change-of-mind cancellation where the applicable law allows. This does not remove remedies for a fault, misdescription or failure to conform to the contract.
Damaged, incorrect or faulty items
Photograph the outer package, inner packaging and item and contact customer care promptly. Do not arrange an unauthorised repair. Diamond Kingdom may request inspection before deciding whether repair, replacement, price reduction or refund is appropriate under the contract and applicable law.
Return condition and security
Use the agreed insured and trackable return method, include the reference number and retain proof of dispatch. Jewellery should be returned with supplied documents and packaging where reasonably possible. Responsibility during return transit is confirmed in the return authorisation.
Refund timing and deductions
Approved refunds are made to the original payment method where possible. Timing depends on inspection and the provider’s processing period. A lawful deduction may apply for diminished value caused by handling beyond what is necessary to inspect a standard item, but not where such a deduction is prohibited.
Non-returnable hygiene or safety items
Certain pierced jewellery or sealed products may have specific hygiene conditions where allowed by law. Any such restriction must be clearly disclosed before purchase and does not override rights for faulty goods.
Scope, written confirmations and priority
This policy explains cancellation, return, inspection and refund requests at website level. It does not replace an individual quotation, order confirmation, laboratory report, return authorisation, warranty document or written exception agreed for a particular customer. When information differs, mandatory law comes first, followed by the accepted written contract and the document created for the specific transaction. General website copy is then used as supporting context. Customers should keep the latest version of every approval and ask for clarification before relying on a verbal summary. Diamond Kingdom should identify which details are confirmed, which are estimates and which depend on inspection or third-party evidence. Examples include a standard product, personalised order, delivery concern, fault or change-of-mind request. A transparent process records the decision at the point it is made rather than trying to reconstruct it after production, delivery or a dispute.
Practical customer checklist
Before taking action under this policy, record the page or order reference, the date, the customer name used for the enquiry and the outcome you are requesting. Preserve relevant messages, quotations, invoices, photographs, certificates, packaging and delivery evidence. Read the complete written specification rather than relying on a product title or social-media image. Where a deadline matters, state the exact date and explain why it is important. Where an image is supplied, confirm that you are entitled to share it and identify whether it is a visual reference or the exact item concerned. Do not send a valuable jewel, loose stone or original document until a secure route has been agreed. These steps are not intended to create an obstacle; they allow customer care to identify the correct record, assess the issue proportionately and avoid asking the customer to repeat the same history to several people.
Communication, records and reasonable response
A return or refund request should be acknowledged within a reasonable period and handled through a channel that preserves the important details. The first response may ask for missing information, explain the expected assessment route or provide an interim safety instruction. A complex matter can require a workshop inspection, carrier investigation, laboratory clarification, supplier evidence or professional advice. Diamond Kingdom should keep a concise record of the material facts, decisions and customer approvals while limiting access to people who need the information. Customers should receive an understandable explanation of the next step and any cost, timescale or limitation that can be confirmed. Automated messages and website tools support the process but do not replace a human review where the decision affects money, personal data, product identity, safety, legal rights or an approved jewellery specification.
Jurisdiction, mandatory rights and policy updates
Diamond Kingdom serves customers who may be located in different countries. Consumer, privacy, electronic-communications, customs and dispute rules can therefore depend on the contracting entity, customer status, delivery destination and way the agreement was formed. Nothing in this policy is intended to remove a right or remedy that cannot lawfully be excluded. If a local rule gives the customer greater protection, the mandatory rule applies. The website version may be updated when the service, technology, supplier process or legal framework changes. A material change does not retrospectively rewrite an accepted order unless the parties agree or the law requires it. For an active transaction, use the version and written terms supplied with that transaction and contact customer care if the website summary appears inconsistent.