Return Policy

Last Updated: [03.02.2025]

This Strict Return Policy (“Policy”) sets out the terms under which returns, refunds, and cancellations are accepted by Shine Diamond (“we”, “us”, “our”) for products purchased through our website, https://shinediamond.co.uk. Please read this Policy carefully before making a purchase.

Important Notice:
For many of our items, especially bespoke, custom-made, or personalised jewellery, all sales are final. This Policy applies only to products purchased that are not custom or personalised, except as provided below.

1. General Terms

1.1 Scope:
This Policy applies only to purchases made by consumers through our Website. It does not affect your statutory rights under UK law, which cannot be waived. If you believe you have received a faulty, misdescribed, or damaged product, please refer to Section 3 below.

1.2 No Change of Mind Returns:
Except as provided in Section 2 (Cancellation) and Section 3 (Faulty or Misdescribed Products), we do not generally accept returns based on a change of mind or if you simply decide that you no longer want the product. We encourage you to review product details carefully before purchase.

2. Cancellation Rights

2.1 Cooling-Off Period:
Where applicable under distance selling regulations, you have a statutory right to cancel your order within 14 calendar days of receiving your product. However, this right does not apply to custom, bespoke, or personalised items where production has commenced, or where the product has been uniquely tailored to your specifications.

2.2 How to Cancel:
If you are entitled to cancel your order (i.e. for standard, non-custom items), you must notify us in writing by email at [insert email address] within the 14-day cancellation period. Please include your order number and details of the item(s) you wish to cancel.

2.3 Return of Goods After Cancellation:
Once your cancellation has been accepted, you must return the product(s) to us within 14 days of notifying us of your decision to cancel. The product(s) must be returned in their original, unused condition with all original packaging and accessories.

2.4 Refunds for Cancelled Orders:
After we have received the returned product(s) and confirmed that they are in the required condition, we will process a refund of the purchase price (excluding any costs of delivery or express shipping charges, unless the cancellation is due to our error). Refunds will be made using the original payment method within 14 days of receipt of the returned product(s).

3. Faulty or Misdescribed Products

3.1 Reporting a Fault or Misdescription:
If you believe that a product is faulty, damaged, or not as described, you must notify us as soon as possible and in any event within 14 days of receipt. Please email [insert email address] with your order number, a description of the issue, and any supporting evidence (such as photographs).

3.2 Assessment and Resolution:
Upon receipt of your complaint, we will assess the matter. If the product is found to be faulty or not as described, you will be offered:

• A full refund, or
• A replacement of the product, or
• In some cases, a repair, at our discretion.

3.3 Return of Faulty/Misdescribed Products:
If a return is required, we will provide you with instructions and, where appropriate, a prepaid return shipping label. The product should be returned in its original packaging along with all accessories and documentation.

3.4 Exclusions:
Please note that any damage resulting from misuse, improper handling, or alterations by you will not be accepted as a basis for return under this section.

4. Return Process

4.1 Contact Us:
To initiate any return or cancellation process, please contact our Customer Support team at [insert email address] or [insert phone number]. You will be provided with a Return Merchandise Authorization (RMA) number and further instructions.

4.2 Packaging Requirements:
All products returned must be securely packaged in their original packaging (if available) and include all accessories, manuals, and documentation. Returns that do not meet these requirements may be refused or may incur additional charges.

4.3 Inspection of Returned Goods:
All returned items will be inspected upon receipt. We reserve the right to adjust or withhold a refund if the returned product is not in the condition required for a full refund.

5. Additional Terms

5.1 Non-Returnable Items:
Certain products, including but not limited to custom-made, bespoke, or personalised items, are non-returnable unless they are faulty, damaged, or not as described. Please review the product description carefully before purchase.

5.2 Cancellation of Services:
If you have purchased any services (such as bespoke design consultations), these services may have their own cancellation terms which will be provided at the time of purchase. In such cases, please refer to the specific service agreement for details.

5.3 Right to Amend Policy:
We reserve the right to amend this Strict Return Policy from time to time. Any changes will be posted on our Website with an updated “Last Updated” date. Your continued use of our services after any amendments constitutes your acceptance of the revised policy.

6. Contact Information

If you have any questions or require further clarification regarding this Strict Return Policy, please contact us at:

Shine Diamond
Email: info@ shinediamond.co.uk
Postal Address: Otimo Tech Market LTD,
Reg# 15740678, Office 6497 321-323 High Road
Chadwell Heath, Essex RM6 6AX, UK