Last updated March 28, 2026
Returns
This policy explains both your statutory rights under UK consumer law and our additional contractual returns policy. It does not affect any rights you may have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your Statutory Rights
If you are a consumer purchasing online, by phone, or by email, you will usually have the legal right to cancel a non-bespoke order within fourteen (14) days after the day you receive the goods, and then a further fourteen (14) days to send them back. You do not need to give a reason for cancelling within that period.
When exercising a statutory cancellation right, you may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics, and functioning, as you could in a shop. We may only make a deduction from a refund for handling beyond that level where the law allows us to do so.
Diamonds may be inspected and viewed, but setting, resizing, mounting, or otherwise altering a diamond is likely to go beyond what is reasonably necessary to inspect it and may result in a significant deduction from any refund where permitted by law.
Separate rights apply if an item is faulty, damaged, not as described, or not fit for purpose. Depending on the circumstances, that may include a repair, replacement, price reduction, or refund, and for goods may include a short-term right to reject under the Consumer Rights Act 2015. Nothing in this policy limits those rights. If there is any conflict between this page and your statutory rights, your statutory rights will apply.
Our 30 Day Returns Policy
In addition to your statutory rights, we offer a contractual thirty (30) day returns policy on all items we sell. To use this additional policy, you must contact us within thirty (30) days of the original purchase date. This timeframe reflects the tight inspection and supplier return windows that apply to many of the diamonds we source.
To qualify for a full refund under our 30 day returns policy, the item should be returned in the same condition in which it was supplied, together with its original laboratory certificate, packaging, and any accompanying documents or contents we supplied with it.
Items that have been set into jewellery, resized, altered, or otherwise modified after delivery are not eligible for return under our contractual 30 day returns policy.
How To Cancel Or Return
To cancel or request a return, please contact our customer service team at hello@diamond-labs.co.uk with a clear statement that you wish to cancel or return your order, together with your order number and contact details. We will then issue return instructions and, where applicable, a Return Merchandise Authorisation (RMA) number.
We ask that you contact us before sending any item back so that we can arrange secure, insured return shipping and process your return correctly. However, where you are exercising a statutory cancellation right, your cancellation is effective if you send us a clear notice within the applicable legal period.
The return address and return instructions for your order will be provided with your order confirmation and any formal return instructions.
Insured Return Shipping
For all returns, we will arrange fully insured return shipping, usually by Royal Mail Special Delivery. Depending on the item and order value, we may email a prepaid return label or provide a prepaid return pack with instructions.
Customers should not arrange uninsured shipping independently unless we expressly agree otherwise in writing. If a return relates to an item that is faulty, damaged, or not as described, we will cover reasonable return costs as required by law.
Refunds
Once we receive and inspect your returned item, we will process any refund due without undue delay. We aim to initiate approved refunds within five (5) working days of receipt and inspection.
Where a refund is required under the Consumer Contracts Regulations, we will make it no later than fourteen (14) days after receiving the goods back or, if earlier, after you provide evidence that you have sent them back. Where required by law, we will also refund the cost of standard outbound delivery. Refunds will be made to the original payment method unless we agree otherwise with you.
We may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the goods, where the law allows us to do so. The time it takes for funds to appear in your account may vary depending on your card issuer or payment provider.
Exceptions
Items that arrive damaged or defective should be reported to us as soon as possible so we can arrange a refund or exchange where appropriate.
We accept returns across our full product range, subject to the conditions set out above. Under our contractual 30 day returns policy, we may reduce a refund where an item has been altered, damaged after delivery, or returned without its original laboratory certificate, documents, packaging, or agreed contents. Laboratory certificates form an important part of the item and missing certification may materially affect value.
Multiple Diamond Orders
Customers may purchase more than one diamond, but we encourage narrowing selections before ordering wherever possible. For returns requested under our additional contractual 30 day returns policy, orders involving multiple stones may be reviewed on a case-by-case basis due to the supplier and handling costs associated with sourcing high-value certified diamonds. This does not affect any statutory cancellation or faulty-goods rights that may apply.
Questions
If you have any questions about our return policy, please reach out to us at: returns@diamond-labs.co.uk