Refund policy
REFUND & RETURNS POLICY
At Kwenda Diamonds, we are committed to providing exceptional service and confidence in every purchase.
Please review the following policy carefully before placing an order.
LOOSE DIAMONDS
Customers may return eligible loose diamonds within 14 days of delivery, subject to the following conditions:
• The diamond must be returned in its original, unused condition.
• The original grading certificate and all accompanying documentation must be included.
• The diamond must not have been altered, damaged, mounted, or set into jewellery.
• The return must be approved by Kwenda Diamonds prior to shipment.
Refunds will be processed following inspection and verification of the returned item.
Customers are responsible for return shipping costs unless the item is faulty or materially misdescribed.
FANCY COLOURED & INVESTMENT-GRADE DIAMONDS
Certain rare, investment-grade, or specially sourced diamonds may be supplied specifically to fulfil a customer's request.
Due to the unique nature of these stones, returns may be restricted or unavailable. Any special return conditions will be communicated before purchase and form part of the sales agreement.
Where a return is accepted, the diamond must be returned in its original condition together with all accompanying certification and documentation.
BESPOKE JEWELLERY & CUSTOM ORDERS
Bespoke jewellery, custom-made pieces, and personalised items are non-refundable and non-cancellable once production has commenced.
This includes engagement rings, custom settings, and any jewellery created or modified specifically for a customer.
If a custom order has not yet entered production, cancellation requests may be considered at our discretion.
FAULTY OR INCORRECT ITEMS
If an item arrives damaged, defective, or materially different from its description, please contact us within 48 hours of delivery.
We will work with you to investigate the issue and, where appropriate, arrange a repair, replacement, exchange, or refund.
REFUND PROCESSING
Approved refunds will be issued to the original payment method used for the purchase.
Processing times may vary depending on payment provider and banking institution.
CONTACT US
For return requests or refund enquiries, please contact:
Kwenda Diamonds Limited
Email: enquiries@kwendadiamonds.com
Telephone: +44 7546 993405
United Kingdom