Refund policy

Refund and Return Policy – United Kingdom

This document governs all matters relating to returns, cancellations, exchanges and refund considerations for jewellery supplied within the United Kingdom. By placing an order, the customer is deemed to have understood that all rights, obligations and limitations set out herein operate together as a single comprehensive policy.

The customer recognises that different categories of jewellery supplied by Lab Grown Diamonds carry different legal consequences and that a careful reading of this policy is required. A binding agreement arises once the customer submits an order and payment is confirmed.

The customer acknowledges that order submission constitutes a definitive instruction for Lab Grown Diamonds to proceed with the precise combination of characteristics selected at checkout, including size, shape, metal preference, stone type, stone shape or any further design variation.

Fourteen Days Cooling Off Period for Tennis Necklaces

Tennis necklaces are treated as non-customised items which do not involve personal configuration. Because of this, tennis necklaces fall within the statutory fourteen-day cooling off period under the Consumer Contracts Regulations.

The customer may cancel the purchase of a tennis necklace within fourteen days of receiving it, provided that it is returned unused, unworn and in its original condition with all packaging, gift boxes, certificates and accessories intact.

Deductions may be applied where handling has resulted in diminished value. This entitlement applies exclusively to tennis necklaces and to no other jewellery supplied by Lab Grown Diamonds.

Customised Jewellery – No Cooling Off Rights After Production Begins

All other jewellery supplied by Lab Grown Diamonds is considered customised and uniquely configured to customer specifications. Once the order is submitted, production begins within a short time period following acceptance.

Such items are classified as goods made to the consumer’s specification under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. The statutory cooling off period does not apply once production has commenced and these goods cannot be resold in their configured form.

By placing an order, the customer gives explicit and irrevocable consent for production to begin immediately. The customer waives cancellation rights under Regulation 36(1)(a) once production has begun. Any modification or cancellation after this stage may only be considered at the discretion of Lab Grown Diamonds.

Items Unsuitable for Return Due to Hygiene or Customisation

Certain items intended for close skin contact, including pendants, studs, earrings and tennis bracelets, cannot be returned once opened or handled beyond minimal inspection due to hygiene and safety considerations.

Rings produced using stones selected by the customer — size, shape, colour, cut, dimension or similar — are treated as individually configured and are non-returnable once production begins.

Certification and Packaging Requirements

Some items are supplied with a certification document containing a unique serial identifier permanently registered to that item. Opening or disturbing the certification constitutes irreversible disclosure and permanently attaches the certificate to the item, making the item unsuitable for return.

Packaging, gift boxes, inserts, certificates and presentation materials form integral parts of the product identity. Any damage, alteration or missing materials may affect the ability of Lab Grown Diamonds to consider a return and may result in deductions or refusal.

Return Authorisation Procedure

• No item may be returned without prior written approval from Lab Grown Diamonds.
• Requests must be sent to info@labgrowndiamondlondon.co.uk.
• Items returned without approval may be refused.
• Approved returns must be sent using a tracked Royal Mail delivery service.
• The customer remains responsible for the item until confirmed received by Lab Grown Diamonds.

Approved returns must be sent to:
Lab Grown Diamonds, 13 Palace Street, London, SW1E 5HX, United Kingdom

Faulty or Incorrect Items

The customer must notify Lab Grown Diamonds immediately and within a strict maximum of 24 hours from delivery if the item appears faulty, damaged or incorrect. Failure to notify within this period constitutes acceptance.

Lab Grown Diamonds reserves the right to inspect any item reported as faulty. If evidence of wear, misuse or alteration is identified, no remedy will be offered.

International Orders

Shipping quotations for international orders may be provided after order placement. If declined, a refund may be issued provided production has not commenced. Once production begins, all limitations described above apply.

Approved international returns must be sent using tracked and insured shipping at the customer’s expense.

Enquiries

Questions regarding this policy may be directed to info@labgrowndiamondlondon.co.uk. Lab Grown Diamonds will respond in accordance with professional standards while upholding the provisions of this document.