Returns, Refunds & Right of Withdrawal

Right of Withdrawal

If you are a consumer purchasing through our website, you may have the right to withdraw from your purchase within 14 days from the date of delivery, in accordance with applicable consumer protection laws.

To exercise your right of withdrawal, please submit a request through our designated withdrawal process here: Exercise Your Right of Withdrawal.

Returns Eligibility

Products must be returned:

• within the applicable return period;
• unworn, unused, and in original condition;
• with original tags, packaging, and certificates where applicable.

The following items are not eligible for return, exchange, or withdrawal unless faulty or required by law:

• engraved or personalised items;
• bespoke or custom-made products;
• resized or altered items;
• special order items.

30-Day Returns Policy

Eligible products may also be returned within 30 days from receipt under our commercial returns policy. This is in addition to your statutory consumer rights.

Damaged or Faulty Products

Please inspect your item upon delivery and contact us promptly if the item is damaged, defective, or incorrect. Our advice to you is to inspect your item as soon as it arrives and notify us of any defect or damage. If you find any issues, please contact us on 01 691 7886.

Any diamond that has fallen out of the jewellery or has been lost after delivery is not covered under this returns policy and replacement is not guaranteed. We strongly recommend obtaining appropriate insurance to protect against loss or damage.

Where a product is reported as faulty, it may be assessed by our Operations team to determine the appropriate remedy in accordance with applicable consumer protection laws.

Refunds & Processing

All return and withdrawal requests are subject to review by our Customer Service and Operations teams. Returned items may be inspected upon receipt to verify compliance with this policy and applicable legal requirements. Assessment usually takes between 10–14 days.

If additional information is required, or if any item is found ineligible under this policy, our team may contact you.

Approved refunds will be processed to the original payment method in accordance with applicable legal timelines.

Unless the item is faulty or otherwise required by law, return shipping costs are the customer's responsibility.

Where a replacement item is requested, jewellery purchased at a discounted price may not be eligible for replacement at the same discounted price.

Warranty & Consumer Rights

Any commercial warranty offered by us is provided in addition to, and does not affect, your statutory consumer rights under applicable law.

Nothing in this policy limits your statutory consumer rights under applicable law.

How to Return Your Jewellery

For security purposes, please use the original packaging to send your jewellery back to us or a similarly sized package. Please include a note in your package explaining the reason for your return. This will help us process your return faster.

Where available, customers may return eligible items using our designated returns service provider or through the returns portal.

Customers may also be able to return eligible items by dropping them off at a participating showroom location. Please contact Customer Services before attending a showroom to confirm availability and the applicable return procedure.

Please return all items using a trusted, tracked, and insured courier service to the address listed below:

Do not under any circumstances write Diamonds Factory, diamonds, or jewellery on the outside of the package.