Returns Policy

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Returns Policy

At River Oak Diamonds we have absolute confidence in the diamonds that we sell which means that we can offer our valued clients unrivalled guarantees. We want you to feel absolutely confident in your purchase and we want to establish a long-term relationship to continue to serve you. Satisfied customers are repeat customers and that is our sole aim – to meet and exceed your expectations. Our service and guarantee are what sets us apart from other jewellers. To that end we are happy to offer the following guarantees:

A full 12 months Buyback Guarantee on all our diamonds
A Lifetime Exchange Guarantee on Perfect Princess Cut® Diamonds
30 day return policy on all watches

(1)Introduction

We understand that for whatever reason you may wish to return a product to us.

We have created this 365-day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers irrespective of your geographical location.

This policy does not affect your statutory rights such your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000.

(2)Returns

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

(a)we receive the returned diamond(s)/diamond jewellery product within 365 days following the date of purchase of the product. Within 30 days for watches;

(b)the returned diamond(s), diamond jewellery, watch is undamaged, no scratches or blemishes with its original packaging with all lab and grading reports, Sarin/OGI reports, GCAL certificates, with any labels still attached, and otherwise in a condition enabling us to sell the product as new; you will NOT receive a refund for ring settings and all other platinum, 18kt yellow and white gold items/mountings/settings etc.

(c)you comply with the returns procedure set out below;

(3)Returns procedure

In order to take advantage of your rights under this returns policy, you must:

* Send us an email notice of your intent to return your diamond/jewellery to us. Failure to do this and any unauthorised returns to us will not be accepted for return, will not be processed and will not be eligible for a refund or exchange.

* Package and secure your diamond/jewellery with the original jewellery box along with ALL original and undamaged documents, including all lab/grading reports, GCAL certificates and Sarin/OGI reports where applicable. Failure to return your diamond or diamond jewellery without all original, undamaged documents and packaging will NOT be eligible for a refund or exchange.

* Please address your return to The Axis Building, Maingate, Kingsway North, Team Valley, Gateshead NE11 0NQ. For security reasons, please DO NOT write River Oak Diamonds anywhere on the outside of the box and instead simply write River Oak.

* Please use Royal Mail Special Delivery to return your diamond/diamond jewellery/watch. Your package MUST be fully insured. It is your responsibility to pay for all returned shipping charges. River Oak Diamonds Ltd will NOT accept non-insured returns or improper packaged shipments and in that event you will NOT be eligible for a refund or exchange.

* After following the above steps and we receive your return and it has been accepted, your refund or new diamond/diamond jewellery will be processed within 30 days. Upon receiving your return, your diamond(s) will be inspected and reviewed by trained gemologists to make sure it matches that of the original lab/grading reports. Please be aware, as detailed above, any diamond(s) that show signs of damage, including but not restricted to scratches, blemishes, nicks or damaged in any other way will NOT be accepted for a refund or exchange. Once again, packages that have been returned without first notifying us via email, that are improperly packaged or uninsured will NOT be accepted for a refund or exchange.

Products returned under this policy must be sent by Royal Mail Special Recorded Delivery (insured) to:

The Axis Building, Maingate, Kingsway North, Team Valley, Gateshead NE11 0NQ

You will be responsible for paying postage costs associated with returns under this policy.

(4)Refunds

We will send you a refund for the full price (excluding mountings, settings etc) of any product properly returned by you in accordance with the terms of this returns policy including the original delivery charges and excluding the costs of returning the product to us.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.

(5)Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

(a)we will not refund or exchange the product;

(b)we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy, dispose of or resell the returned product in our sole discretion without any liability to you.

(6)About us

Our full name is River Oak Diamonds Ltd.

Our principal trading address and registered office is The Axis Building, Maingate, Kingsway North, Team Valley, Gateshead NE11 0NQ

Our email address is info@riveroakdiamonds.co.uk

Our company registration #: 7004316