DELIVERY
Purchases made using the Primo Diamonds website (www.primodiamonds.co.uk) may be shipped to the UK only.
All our shipments are fully insured and sent via Royal Mail Special Delivery. This insurance protects your order from the time it leaves us to the moment it arrives at your door. For added security, we may request some additional forms of identification and proof of address if the payment was made by a debit or credit card.
All our deliveries need to be signed for, so we recommend that arrangements are made to ensure someone is available at your delivery destination. We accept no liability for loss, consequential or other, where the terms and conditions of the carrier are not met.
ALTERNATE SHIPPING ADDRESSES
If it is more convenient for you, we can also ship your order to an address other than your billing address. However, as a security precaution, we require that your alternate shipping address is registered with your credit card company. This precaution protects both Primo Diamonds and our customers from fraudulent charges to your credit card.
PACKAGING
Please note that your order will arrive in plain, discreet outer packaging so there's no worry if your partner sees the package before you do.
COLLECTION
Orders can be collected from our London office, as long as this has been agreed with the sales team. The person collecting must be the person who paid for the goods and must be able to prove their identity.
RETURNS POLICY
We offer our customers the opportunity to return or exchange their jewellery within 30 days of their order being delivered. While we do offer all customers free shipping when delivering your order, we kindly ask you to cover the shipping charge when returning to us.
To be eligible for a refund, the customer must initiate the return within 30 days and must return it within one week of notifying us. Dependent on the date of notification, the item must be returned no later than 37 days after the delivery date, in its unworn and original condition without any damage, and with all accompanying documents and materials.
Our Quality Assurance department will review the returned item(s). Items that show signs of wear or have been altered, resized (by a jeweller other than Primo Diamonds), or damaged, are unable to be returned.
In the unlikely event that the item turns out to be faulty or different from those the customer ordered, Primo Diamonds will repair or replace the item free of charge or refund the item in full.
To initiate the refund process, please contact your consultant or info@primodiamonds.co.uk quoting your order number.
NON-REFUNDABLE ITEMS
While the majority of our products are subject to the standard returns policy, some special designs may not be eligible for return or may have some fees that are non-refundable.
Return periods for individual diamonds of greater value than £10,000 may differ from the standard policy. Any diamond sold loose or unset may also differ from the standard policy.
If you choose a design which is non-resizable, then the ring mount is not covered by our returns policy. In any case where our standard return policy does not apply due to design features, your consultant will inform you of this in advance of you making your purchase.
If your ring is crafted using our express service, the additional express service fee is non-refundable.
Improperly packaged shipments will be refused upon receipt. Returns with missing paperwork (including the diamond laboratory report) or product(s) will not be processed.
If you return your order and exchange it for another ring, the second ring is non-returnable (unless the reason for returning is a manufacturing issue).
EXCHANGE
If you wish to make an exchange for a different ring within 30 days of receiving your order, we will gladly arrange this for you. We do kindly ask that you cover the shipping charge when returning the ring to us.
Re-stocking fees will apply as follows:
- There is a £250 handling and re-stocking fee to exchange your engagement ring or replace your centre stone into a new design.
- There is a £100 handling and re-stocking fee to exchange your wedding ring.
Any replaced or newly set ring is non-returnable and non-exchangeable.
REMAKING YOUR RING
For our UK customers, we offer one free ring resize with every purchase. If you do require a resize, we kindly ask that you cover the cost of shipping back to us. We will then ship your ring back to you free of charge.
Should your ring need to be resized by more than two sizes up or down, your ring will need to be remade. The fee to remake a ring starts from £300.
THE RETURN PROCESS
Upon receiving your returned item in its original condition, the diamond will be weighed and checked against its corresponding grading certificate and our quality assurance experts will evaluate the jewellery piece.
If you are returning the products to us because they are faulty, we will refund the price of the purchase in full.
As a consumer, you have legal rights in relation to products that are faulty or not as described. These legal rights are not affected by the returns policy or the terms and conditions of sale.
Your refund will then be processed in the following 4 to 5 business days and be paid using the original method of payment. This may take up to 14 days from receipt of the jewellery, depending on your location/payment method.
How to prepare a return
The following three-step process must be adhered to in order to successfully return an item to Primo Diamonds and receive a refund:
- Initiate your return: Contact your consultant or email info@primodiamonds.co.uk stating you would like to make a return as well as providing your order reference number. They will instruct you on an appropriate shipping address.
- Packaging your return: Please include all the original packaging and additional materials – make sure you include your diamond grading certificate as replacing this certificate is not possible. For security reasons, avoid writing, “diamonds” or “Primo Diamonds” anywhere on the outside of the box.
- Shipping your package: For returns from the UK, please return the ring to us using Royal Mail Special Delivery using the option with insurance included. When shipping your package, ensure you request both a tracking number and receipt and forward these to your point of contact at Primo Diamonds.
If the return instructions are not followed, Primo Diamonds will not accept responsibility for any loss or damage to returned shipments. Primo Diamonds withholds the right to refuse returns that are improperly packaged.
If you are unsure about any aspect of the process, please contact us before returning your purchase at info@primodiamonds.co.uk.
