Terms and conditions
Last updated: 22nd October 2012
Please read the following Terms & Conditions carefully, as they constitute an agreement between you and DIAM Gems and Stones. As a user of this website, you agree to the Terms & Conditions described below. If you disagree with some or all of these Terms & Conditions, please do not use this website or make any purchase from it.
- 1. Order and Purchase Process
- 2. Payment Methods
- 3. Delivery
- 4. Product Availability
- 5. Discounts
- 6. Returns and Substitutions
- 7. Comparison Purchasing
- 9. Intellectual Property
- 10. Liability and Indemnity
- 11. Conflict Diamonds Policy
- 12. Education
1. Order and Purchase Process
All orders placed through the DIAM Gems & Stones website are subject to acceptance in accordance with the Terms & Conditions.
The "Confirm Order" stage sends out the final details of your order. After you click on “Confirm Order” we will send an “Acknowledgement of Purchase” email to the address you have provided.
For orders worth 1000 USD or more, we will not accept card payments but will require a bank transfer. Our Customer Service team will contact you to provide you with our bank transfer details.
2. Payment methods
DIAM Gems & Stones offers different payment methods:
- - Credit cards (Visa, Visa Electron, MasterCard, Maestro, Solo, American Express and Delta)
- - PayPal
- - Bank transfer (please contact our Customer Service team for details)
On receipt of your order DIAM Gems & Stones will carry out the necessary checks on your credit/debit card details and then your payment will be processed. Please note that goods are subject to availability.
When ordering from DIAM Gems & Stones the price you pay is the price displayed on the website at the time we receive your order. We will make every effort to ensure that the information displayed on our website is correct. However sometimes errors will occur. If such an error in the price of the goods you have ordered occurs we will contact you as soon as possible and you will be given the option to either reconfirm the order at the correct price or cancel it. If you have already received your goods you will be given two options:
- - Return the products ordered or
- - Pay the difference between the actual price and the price we charged
If the order is cancelled and payment has already been made, a full refund will be processed.
Title to any goods purchased on this website shall pass to you on delivery of the products, provided that full payment has been processed and received.
All prices include VAT (where applicable) at the relevant current rates and delivery charges.
DIAM Gems & Stones will exercise its discretion to cancel an order and will return any monies received from you, within 30 days of receipt of such monies to your nominated account.
Please note that all of our prices are subject to change without notice and we apologise for the inconvenience it may cause.
DIAM Gems & Stones delivers products worldwide where FedEx, UPS, Brink’s, DHL or Ferrari Express Inc. (delivery agents) provide a normal delivery service.
On placement of an order, delivery charges and estimated delivery time will be specified. Every effort will be made to meet these timescales, however delays are inevitable due to unforeseen factors. DIAM Gems & Stones will be under no liability for any delay or failure to deliver the products within the estimated timescales.
Liability for any loss and damage of products ordered from DIAM Gems & Stones will pass on to you on the date when the products are delivered.
During the order process the delivery address will be provided by you. Goods will be deemed to be delivered when our delivering agent delivers them to the delivery address (or on signature of a delivery note) or, when our delivering agent attempts without success to deliver the goods at your delivery address or, when collected by you at the address indicated by our delivery agent in the note he will leave at the delivery address. You are required to collect the goods within 5 working days of receiving the notification by our delivering agent. Once the 5 working days have passed, goods will be deemed to have been delivered successfully and returns can only be made under the section 6 ("Returns and Substitutions") of these Terms & Conditions.
4. Product availability
Should DIAM Gems & Stones be unable to supply the required products, we will advise you of this as soon as possible. If payment has already been made by your chosen method a full refund will be made.
DIAM Gems & Stones always strives to offer you the best prices and we do not negotiate prices. Any discounted products (special event or promotion) will always be clearly mentioned on our website.
6. Returns and Substitutions
DIAM Gems & Stones provides a 'no questions asked' refund policy provided the goods are returned within 30 days of delivery. This only applies to loose diamonds or diamond jewellery items that are priced less than $15,000 (excluding VAT). We are only able to refund the cost of the loose diamond or diamond jewellery item that you bought. We do not refund the taxes paid (VAT or any other import duty). The packaging, the loupe(s) and tweezers enclosed with the loose diamond(s) or diamond jewellery item(s) must be returned to DIAM Gems & Stones. All costs incurred in returning the goods to DIAM Gems & Stones will be your liability such as delivery, insurance and any other relevant costs. It is your duty to ensure goods are returned to us in a timely manner. DIAM Gems & Stones is not liable for any lost or damaged goods.
In the unfortunate event that the product you ordered is faulty, damaged or different to the one you ordered, DIAM Gems & Stones will correct the order free of charge or refund the product in full. Returns of product will only be authorised when the product is returned in its original condition as purchased and with the original packaging and diamond certificate(s).
In the event that the certificate is not returned you will incur $250 to cover costs of new certification for the product. However, please note that our Customer Service team reserves the right to authorise any return and substitution request on a case-by-case basis. We will not accept any return of damaged goods. When returning products to request a refund, you will need to put the request in writing to us. An example of a refund request letter can be obtained from our Customer Service team. A refund will be made within 30 days of receipt of the refund request letter.
Any return will be subject to verification and authentication by the DIAM Gems & Stones team. It is advisable for security purposes when returning goods not to address return packages with "DIAM Gems & Stones" because it details the words Gems & Stones and gives an indication of the contents of the package. For clarification and details of who to address the package to, please contact our Customer Service team who will be happy to assist you. DIAM Gems & Stones will not accept any liability for loss or damage you may suffer as a result of your return.
7. Comparison Purchasing
It is considered a breach of our Terms & Conditions to purchase several similar diamonds (in order to make one or a few selections) and to return the rest while requesting a refund. In such cases, DIAM Gems & Stones reserves the right to refuse your returns.
DIAM Gems & Stones is committed to making shopping online on our website a safe and secure experience for you. We comply with the Information Technology Act., and our website uses the Secure Sockets Layer (SSL) protocol to encrypt all of your personal information including your credit card details.
9. Intellectual Property
You agree that all copyright, trademarks and all other intellectual property rights in all content and materials available on this website shall remain at all times vested in us. You agree that the content of this website (including without limitation any video, text, audio, pictures and graphics) will not be copied, republished, reproduced, downloaded, posted, displayed or transmitted in any form or by any means whatsoever, except for the reason stated below.
It is agreed by you that the content of this website and the material within it is made available to you for your own use and not commercial use. Information from the website may only be downloaded for the sole purpose of using this website.
10. Liability and Indemnity
DIAM Gems & Stones will make every reasonable effort to verify the accuracy of the information on this website but does not make any representation or warranty of any kind (whether express or implied statutory or otherwise) regarding the contents of the site. Nor does DIAM Gems & Stones make any warranty that the website will be error-free, that errors will be corrected in a timely manner, or the site will not be free of viruses or bugs. DIAM Gems & Stones will not be liable to you for any loss or damage of content or material downloaded or transmitted through this website.
Registered Company Number under the Registrar of Companies for England and Wales: 7717866
VAT number: GB 120641460
11. Conflict Diamonds Policy
All the diamonds sold on this website have been purchased from legitimate sources not involved in funding conflict and in compliance with the United Nations Resolution. DIAM Gems & Stones has a zero-tolerance policy towards conflict diamonds and therefore guarantees that these diamonds are conflict free, based on personal knowledge or written guarantees provided by the suppliers of these diamonds. DIAM Gems & Stones uses the Kimberley Process in its business. This process tracks diamonds from mines into the market, in partnership with the United Nations, governments and non-governmental organisations that police diamond exports to prevent the trade of illegal diamonds.
It is your responsibility to learn how to select the best diamond(s) or jewellery item(s) you require. The “Education” section found on our website is there to assist you. However, DIAM Gems & Stones shall be under no liability for the accuracy or reliability of any information displayed in this "Education" section or any other relevant part of this website.