Cancellation, Returns & Refunds Policy – FineDiam

At FineDiam Ltd, we want every customer to feel confident when purchasing fine jewellery from us. We understand that jewellery is a personal and meaningful purchase, so we aim to make our cancellation, return, exchange, resizing, and refund process as clear and fair as possible.

This policy applies to orders placed through www.finediam.com.

Nothing in this policy affects your statutory rights.

1. Contact Before Returning

Before sending any item back to us, please contact our team first so we can confirm the correct process and provide return instructions.

Email: sales@finediam.com

Please include your order number, full name, contact details, reason for return, and photographs where relevant.

Items returned without prior contact may take longer to process.

2. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

For standard stock items that have not yet been dispatched, we will usually be able to cancel the order and issue a refund.

For made-to-order, bespoke, personalised, engraved, resized, or customised jewellery, cancellation may only be possible if production has not started.

Once production has started, materials have been ordered, diamonds or gemstones have been allocated, casting has begun, or work has been carried out, cancellation may not be possible or a reasonable cancellation charge may apply.

3. Made-to-Order, Customised and Bespoke Jewellery

Many FineDiam items are made to order or customised according to your selected options. This may include, but is not limited to, metal type, ring size, stone type, diamond quality, gemstone choice, setting style, engraving, or design changes.

Made-to-order, customised, personalised, and bespoke jewellery may require additional production time. Any delivery times shown on our website are estimates only and may vary due to manufacturing, hallmarking, quality checks, courier delays, material availability, or circumstances outside our control.

Once production has started, made-to-order, customised, personalised, or bespoke jewellery cannot usually be cancelled, returned, or exchanged if you simply change your mind.

This does not affect your legal rights if the item is faulty, damaged, not as described, or does not match the agreed specification.

4. Cancellation Within 24 Hours

Where possible, customers should request cancellation within 24 hours of placing the order.

If a made-to-order, bespoke, personalised, engraved, or customised order is cancelled after 24 hours and work has already started, FineDiam Ltd may deduct reasonable costs for work already completed, materials used, design work, setting work, labour, or restocking.

Typical cancellation charges for made-to-order or customised items may include:

Moissanite jewellery: up to 20%
Lab-grown diamond jewellery: up to 30%
Natural diamond jewellery: charges based on the work completed, stone allocation, and materials used
Bespoke or personalised jewellery: charges based on the stage of production and materials used

We will always review the order fairly before confirming any cancellation charge.

5. UK Online Cancellation Rights

For eligible standard online purchases, UK customers may have the right to cancel their order within 14 days from the day after receiving the goods.

After notifying us of cancellation, the item must be returned within 14 days.

This cancellation right does not usually apply to jewellery that has been made to your specifications, personalised, engraved, resized, specially ordered, or customised for you, unless the item is faulty or not as described.

6. 30-Day Return Policy

FineDiam Ltd offers a 30-day return policy from the date of delivery for eligible items.

To be accepted for return, the item must be:

Unused
Unworn
In original condition
Free from damage, scratches, marks, perfume, chemicals, or signs of wear
Returned with all original packaging
Returned with certificates, documents, tags, boxes, and accessories supplied
Accompanied by proof of purchase or order confirmation

All returned items are inspected before a refund, exchange, or credit is approved.

7. Items That Cannot Usually Be Returned

The following items cannot usually be returned or exchanged unless they are faulty, damaged on arrival, not as described, or do not match the agreed specification:

Bespoke jewellery
Personalised jewellery
Engraved items
Made-to-order jewellery
Customised jewellery
Rings made to a specific size requested by the customer
Full eternity rings
Special-order diamonds or gemstones
One-of-a-kind stones
Items altered, resized, or customised at the customer’s request
Items showing signs of wear, damage, use, or alteration
Items repaired or worked on by another jeweller
Items returned without original certificates, packaging, or documents

If you are unsure whether your item is returnable, please contact us before placing your order.

8. Restocking Fees and Deductions

For eligible standard items returned under your statutory cancellation rights, FineDiam Ltd will not charge a restocking fee.

However, if an item has been handled beyond what is necessary, worn, damaged, altered, scratched, or returned incomplete, we may make a reasonable deduction for loss of value.

For made-to-order, customised, personalised, bespoke, or special-order jewellery that FineDiam Ltd agrees to accept back as a goodwill return, a restocking, remake, or production charge may apply.

Typical restocking or production-related fees may include:

Moissanite jewellery: up to 20%
Lab-grown diamond jewellery: up to 30%
Natural diamond jewellery: fee assessed based on item, stone type, metal, work completed, and resale condition
Bespoke or personalised jewellery: fee assessed based on design work, production stage, materials used, and resale possibility

Additional charges may apply if the item requires cleaning, repolishing, rhodium plating, repair, replacement packaging, replacement certificates, or restoration before resale.

Restocking fees or deductions do not apply where the item is faulty, damaged on arrival, not as described, or does not match the agreed specification.

9. Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it is delivered.

If your item arrives damaged, defective, incorrect, or not as described, please contact us immediately at sales@finediam.com.

Please provide:

Your order number
Clear photographs or video of the issue
A short description of the problem
Photographs of the packaging, if the parcel arrived damaged

Once reviewed, we will confirm the next steps. Depending on the issue, we may offer a repair, replacement, exchange, or refund.

Items damaged due to misuse, accidental damage, impact, bending, improper care, third-party repair, chemical exposure, or normal wear and tear will not be treated as faulty on arrival.

10. Return Shipping

Customers must contact FineDiam Ltd before sending any item back.

Unless the item is faulty, incorrect, or damaged on arrival, customers are responsible for return shipping costs.

We strongly recommend using a fully tracked and insured delivery service suitable for high-value jewellery.

FineDiam Ltd is not responsible for returned parcels that are lost, stolen, delayed, damaged, or delivered to the wrong address due to the courier.

International customers are responsible for any customs charges, import duties, taxes, or clearance fees connected with returns, exchanges, resizing, or repairs.

11. Refunds

Refunds are processed only after the returned item has been received and inspected.

If the return is approved, the refund will be issued to the original payment method where possible.

Refunds may take several working days to appear depending on your bank, card provider, or payment provider.

FineDiam Ltd may make deductions where:

The item has been worn
The item is damaged
The item is scratched or marked
The item has been altered
The item is missing certificates, tags, boxes, or documents
The item has been handled beyond what is necessary
The item requires cleaning, polishing, repair, or restoration

Original delivery charges, upgraded delivery charges, Saturday delivery, international shipping, customs duties, taxes, and return shipping costs may not be refundable unless required by law.

12. Exchanges

FineDiam Ltd may allow one exchange per eligible item within 30 days of delivery, subject to inspection and approval.

The item must be unused, unworn, undamaged, and returned in original condition with all packaging and documents.

If the new item is more expensive, the customer must pay the price difference before the replacement is processed.

If the new item is lower in price, any refund or credit will be confirmed after inspection.

For made-to-order, bespoke, personalised, resized, engraved, or customised items, exchange may not be available or a restocking, remake, or production charge may apply.

Exchange credit cannot be carried forward for future purchases unless agreed by FineDiam Ltd in writing.

13. Ring Resizing

FineDiam Ltd offers ring resizing where the design allows.

Some rings can be resized safely, while others may not be suitable due to the design, stone setting, band structure, engraving, or full eternity style.

Most rings can only be resized up or down by a maximum of one UK full size.

Resizing beyond this range may affect the structure, appearance, setting security, or durability of the ring.

14. Resizing Exceptions

Full eternity rings usually cannot be resized because stones are set around the entire band.

Bespoke rings, engraved rings, personalised rings, shaped rings, and heavily stone-set rings may have resizing restrictions.

Plain gold bands may be easier to resize, but this depends on the width, design, metal, and condition of the ring.

If resizing is not suitable, we may offer an exchange or remake option where possible. Additional costs may apply.

15. Resizing Costs and Shipping

Resizing is a paid service unless we have confirmed otherwise in writing.

Customers are responsible for two-way shipping costs for resizing.

International customers may also be responsible for customs charges, import duties, taxes, and clearance fees.

Before sending a ring for resizing, please contact us at sales@finediam.com.

16. Repairs

If your FineDiam jewellery requires repair, please contact us before sending the item to us.

All repairs begin with an inspection. Our team will assess the item and confirm whether the repair is covered under warranty or whether a repair charge applies.

Warranty-covered repairs will be handled in line with our Lifetime Warranty policy.

Repairs outside warranty coverage will be quoted separately. We will not proceed with chargeable repair work without your approval.

Repair work may include:

Claw tightening
Stone resetting
Chain repair
Clasp repair
Soldering
Polishing
Rhodium plating
Setting repair
Replacement parts
General jewellery maintenance

Estimated repair time is usually 2–3 weeks from the date we receive the item, depending on the work required, stone availability, workshop capacity, hallmarking, and quality checks.

Any repair or service timing given is an estimate only and may vary due to manufacturing, hallmarking, quality checks, courier delays, material availability, or circumstances outside our control.

17. Rare Stones and One-of-a-Kind Items

Some FineDiam jewellery may include rare, specially selected, or one-of-a-kind diamonds and gemstones.

If such a stone is lost or damaged, we will do our best to source a suitable replacement. However, an exact match in colour, clarity, cut, size, shape, or type cannot always be guaranteed.

Where an exact replacement is not available, we will suggest suitable alternatives for your approval.

18. Natural Wear and Tear

Fine jewellery is delicate and may naturally show signs of wear over time.

Normal wear may affect:

Claws
Settings
Clasps
Chains
Links
Rhodium plating
Polished surfaces
Stone security
Ring shanks
Earring backs
Bracelet locks

Normal wear and tear is not treated as a manufacturing fault. We recommend regular professional inspection and cleaning, especially for rings and jewellery worn daily.

19. Lifetime Care

FineDiam Ltd stands behind the craftsmanship of its jewellery and offers lifetime care support.

Our Lifetime Warranty policy explains what is covered, what is excluded, and how to request cleaning, inspection, resizing, or repair support.

Please refer to our Lifetime Warranty policy for full details.

20. Sale and Promotional Items

Sale items, promotional items, and discounted items are subject to the same policy unless stated otherwise.

Natural and lab-grown diamond jewellery sold under promotional offers, including “Up to 40% Off” campaigns, must still meet the return eligibility conditions stated in this policy.

Discounted bespoke, made-to-order, personalised, engraved, resized, or customised jewellery may not be returnable unless faulty, damaged, not as described, or not matching the agreed specification.

21. Contact Us

For cancellations, returns, refunds, exchanges, resizing, or repairs, please contact us before sending any item back: