1. Summary of your rights
- You have 14 calendar days to change your mind (right of withdrawal) for most online purchases, starting from the day you receive your order.termsfeed+1
- You have a 2‑year legal guarantee if an item is faulty, not as described or not fit for purpose.privacypolicies+1
- Custom or personalised pieces and certain diamonds are excluded from change‑of‑mind returns, as allowed by EU law.freeprivacypolicy+1
This page explains our store policy on top of those legal rights.[privacypolicies]
2. What you can return
You can return most standard jewellery purchased on www.diamina.eu within 14 calendar days of delivery if:my-jewellery+1
- The item is in perfect, unworn condition.
- All original packaging, certificates and accessories are included.
- The item has not been resized, altered or engraved after purchase.
You can choose between:termsfeed+1
- Refund to the original payment method.
- Exchange for another item of equal or higher value.
- Store credit / gift card (if offered at the time of return).
3. What you cannot return
For legal and quality reasons, some products are non‑returnable unless they are faulty:termsfeed+1
- Custom‑made or personalised pieces (including special orders made to your specifications).
- Items that have been engraved or modified specifically for you.
- Diamonds without a grading certificate, where this condition is clearly indicated.
- Items that show signs of wear, damage, resizing or alteration after delivery.
For these items, deposits and payments are non‑refundable if you cancel once production has started.freeprivacypolicy+1
4. Return shipping and handling costs
Unless the item is faulty or we have made an error, the customer is responsible for:ecommercenews+2
- The direct cost of returning the goods (return shipping).
- Any customs, insurance or additional charges linked to the return shipment.
In some cases, a reasonable return handling cost may be applied to cover inspection, processing and restocking of unwanted items; if applicable, this amount will be clearly stated in advance and, where relevant, deducted from the refund.which+2
If your return is due to a defect, damage in transport or an error on our side, we will cover the return shipping and no handling cost will be applied.[epostglobalshipping]
5. How to start a return
To start a return within 14 days of receiving your order:my-jewellery+1
- Email us at info@diamina.eu with your order number, the item(s) you wish to return and the reason.
- Wait for our confirmation and instructions (including the correct return address).
- Send the parcel back using registered mail or a tracked courier service.
Keep your shipping receipt and tracking number – this is your proof of return.[my-jewellery]
6. Condition of returned items
To protect all our customers and keep our jewellery in perfect condition:loopreturns+1
- Items must be returned in new, unworn condition.
- All original packaging (box, pouch), certificates (e.g. GIA, HRD, IGI) and documentation must be included.[tirafina]
- Do not remove any security tags or labels until you are sure you will keep the piece.
If an item is returned used, damaged, incomplete, or without its certificate, we may refuse the return or deduct a reasonable amount from the refund as allowed by law.[freeprivacypolicy]
7. Damaged, incorrect or faulty items
If your order arrives damaged, incorrect or develops a fault:export.ebay+1
- Do not accept a package that looks opened or badly damaged; ask the carrier to return it and contact us immediately.[export.ebay]
- If you only notice the issue after opening, contact us as soon as possible with photos and your order number.
Depending on the case, we will offer one of the following at no extra cost:privacypolicies+1
- Repair of the item.
- Replacement with the same or an equivalent item.
- Full refund, including original shipping costs.
These rights apply for up to 2 years for lack of conformity under EU consumer law.[privacypolicies]
8. Refund timing and method
Once we receive and inspect your return:termsfeed+1
- We will email you to confirm approval or rejection of the return.
- Approved refunds are processed within 14 calendar days.
- Refunds are made to the original payment method whenever possible (credit card, PayPal, etc.).[termsfeed]
Your bank or payment provider may take a few extra days to show the amount on your account.[my-jewellery]
Original standard shipping costs are refunded where required by law (for example, when you exercise your 14‑day right of withdrawal), but any upgrade to express or special delivery is not refunded.europa+2
Return shipping and any applicable return handling cost are not refunded for unwanted items.ecommercenews+1
9. Your 14‑day right of withdrawal (EU)
If you are an EU consumer buying online, you have a legal 14‑day “cooling‑off” period for most purchases:iubenda+1
- The 14 days start on the day you, or a person you designate, receives the goods.
- You can cancel without giving a reason within those 14 days.
- You must send the goods back within 14 days after you tell us you are cancelling.[termsfeed]
We will refund the product price and the cost of our standard shipping option; any extra cost for express delivery is not refunded.termsfeed+1
Exceptions: there is no right of withdrawal for custom‑made or personalised jewellery, or other excluded items under EU law.iubenda+1
10. How to cancel (withdraw) your order
To exercise your 14‑day right of withdrawal, you can:iubenda+1
- Send us an email clearly stating that you wish to cancel, including your name, address, order number and items.
- Or use the standard EU withdrawal form and email or post it to us.
We will confirm your request by email and provide the return instructions.[iubenda]