Refund & Returns

We want you to be completely satisfied with your purchase. This policy explains cancellation rights, returns, bespoke orders, refunds and faulty goods. Nothing in this policy limits your statutory consumer rights.

Standard, non-personalised items

If you buy an eligible standard, non-personalised item online or by telephone, you may cancel without giving a reason by notifying us within 14 days after receiving it. You then have a further 14 days to return the item.

Selecting an item from ordinary options does not automatically make it personalised. The cancellation exclusion applies only where jewellery is genuinely made to your specifications or clearly personalised.

You may inspect jewellery as you would in a shop. We may reduce the refund where handling beyond what is reasonably necessary has diminished its value.

Engraved, personalised and resized jewellery

The statutory change-of-mind cancellation right does not normally apply to jewellery that is engraved, resized to a non-standard specification, altered at your request, or otherwise clearly personalised for you.

Please contact us immediately if you wish to change or cancel such an order. If alteration or production has not begun, we may agree to cancel it, but this cannot be guaranteed.

Bespoke jewellery

Bespoke jewellery means an item individually designed and manufactured to specifications agreed with you. This includes bespoke designs, measurements, gemstones, materials, settings, inscriptions and other individual requirements communicated through email, telephone, WhatsApp or another agreed method.

We will confirm the principal bespoke specifications in writing before manufacturing. You are responsible for checking the design, dimensions, materials, gemstones, engraving and price carefully and telling us promptly if anything is incorrect.

The statutory change-of-mind cancellation right does not normally apply to genuinely bespoke or custom-made jewellery. Once design or manufacturing work has begun, bespoke orders cannot normally be cancelled or returned merely because you have changed your mind. If work has not begun, please contact us immediately and we will confirm whether cancellation is possible.

The communication method alone does not make an order bespoke. The exclusion applies because the jewellery is designed or manufactured to your individual specifications.

Faulty, damaged, misdescribed or incorrect jewellery

Your statutory rights remain unaffected if any item, including engraved, personalised or bespoke jewellery, is faulty, damaged on arrival, not as described, incorrect or materially different from the agreed specification.

Please contact us as soon as possible. We may request photographs and order information so that we can assess the issue and arrange the appropriate remedy.

Depending on the circumstances and when the issue is reported, you may be entitled to reject the item, or receive a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

How to cancel or arrange a return

1. Notify us: Email info@novadiamonds.co.uk or call +44 7447 313233. Include your name, order number and the item concerned. You do not need to provide a reason when exercising an eligible statutory cancellation right.
2. Return instructions: We will provide the correct return address and packaging instructions. Your cancellation notification is effective when sent and does not depend on our prior approval.
3. Pack securely: Return the jewellery securely with its box, certificates and accompanying items. Diamond or jewellery certificates supplied with the order must also be returned.
4. Use insured and tracked delivery: Jewellery should be adequately insured during return transit. Retain your postage receipt and tracking information.
5. Inspection: After receipt, we will inspect the item and confirm the refund, repair, replacement or other applicable resolution.

Please do not return jewellery without first requesting the correct return address and instructions.

Return postage

For an eligible change-of-mind return, you are responsible for the direct return cost and safe transit of the jewellery unless we agree otherwise.

If an item is confirmed as faulty, damaged on arrival, incorrect or not as described, we will reimburse reasonable return costs or arrange an appropriate return method.

Refunds

Eligible refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first. We may withhold the refund until the jewellery is returned or evidence of return is supplied.

If an entire eligible order is cancelled under distance-selling rules, we will also refund any amount paid for our least expensive standard delivery option. Additional charges for enhanced or express delivery are not refundable unless required by law.

Your bank or payment provider may take additional time to display the refund after we process it.

Exchanges and resizing

Please contact us to discuss an exchange or resizing. Availability, timescale and charges depend on the jewellery and work required. Jewellery resized or altered after delivery may cease to qualify for a change-of-mind return, but statutory rights concerning faulty or misdescribed goods remain unaffected.

Lifetime manufacturing warranty

Our lifetime warranty covers manufacturing faults. It does not cover ordinary wear and tear, scratches, accidental damage, misuse, unauthorised repairs or alterations, or jewellery that is lost or stolen.

The warranty is additional to, and does not replace or restrict, your statutory consumer rights.

Delivery

We currently deliver within the United Kingdom only. Delivery is free and insured. Our normal made-to-order production time is approximately 2–3 weeks before dispatch, although we will contact you if a significant delay is expected.

For further information, please read our Terms & Conditions.

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Insuring Your Jewellery

Fine jewellery is valuable and deserves appropriate protection. We recommend considering specialist jewellery insurance against risks such as accidental damage, loss or theft, subject to the insurer policy terms.

TH March is an independent specialist jewellery and watch insurance provider. Insurance is arranged directly with TH March. Nova Diamonds does not provide insurance or decide whether cover or a claim is accepted.

To request a quote, use referral code AP313T.

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