In the unlikely event that the goods delivered prove to be faulty, damaged, or different from what you ordered, 77 Diamonds will offer to replace or repair the goods or, if you prefer, refund the purchase price for the return of the defective goods.
Under the Consumer Rights Act 2015, a customer has a short-term right to reject goods that are of unsatisfactory quality, unfit for purpose or as not described to get a full refund. The right is limited to 30 days from the date the customer took ownership of the goods. This warranty becomes effective in addition to your statutory warranty claims, which are not affected by this. If you want to make a warranty claim, please contact us.
If defective goods are returned, regardless of the legal basis for the return, the respective goods must be returned in full.
If the goods are in additional packaging within the outer packaging (shipping box) when delivered, e.g. in special additional protective packaging, gift packaging, a ring box or a jewellery box, this packaging is considered a part of the delivered goods and must be returned to us as well when the jewellery is returned.
In order to enforce the warranty, the goods must be returned in full, meaning with any special, additional packaging (except the original shipping box) and the certificate that may have been sent with the goods. In addition, proof of purchase must be presented by the buyer. Should the certificate not be sent alongside the goods, we may charge £335 plus VAT for a replacement certificate. Monetary amounts in other currencies will be rounded to the nearest unit of 5. You have the right to provide evidence that we have not incurred any damage or damage for the replacement certificate that is considerably lower than the aforementioned lump sum.
In the event of an insufficient delivery, costs for special or additional packaging and other supplementary material may be charged. The cost of returning the goods to us and insuring them during transport shall be borne by you. The cost may vary depending on the country the goods are sent from and their value.
Should the goods show signs of damage or deterioration, we are permitted to require demand compensation from you to account for the diminishment in their value. We reserve the right to offset this compensation against any repayments to you. In this case, our repayment to you can be reduced accordingly.
For safety reasons, we recommend that you do not put the name 77 Diamonds on the packaging of your return, as it contains the term “Diamonds” and may increase the risk of your package being stolen or opened in transit. To arrange the return of defective goods, please contact your 77 Diamonds customer care representative, who will provide you with further instructions. If you have any questions about returning defective goods, please email us at [email protected].
If the inspections of goods outside the premises of 77 Diamonds, e.g. with security service providers such as Malca-Amit or Brinks, are to be organised, you will be required to pay a deposit in advance that covers shipping and insurance costs. The amount of the deposit corresponds to the amount of the shipping and insurance costs.
As soon as an inspection of the item(s) at the agreed location is possible, you will be notified. After that notification, you have three working days to inspect the item(s). If you do not inspect the item(s) within 3 working days, 77 Diamonds reserves the right to return the item(s) and withhold the deposit paid.
You must notify 77 Diamonds whether or not to proceed with the purchase within two working days of inspecting the item(s). If you do not reply within two working days, 77 Diamonds reserves the right to return the goods and withhold the deposit paid. If a purchase contract for the goods inspected is concluded, the deposit will be counted towards the purchase price and the remainder of the purchase price will be due.
Exceptions To Warranty Claim
77 Diamonds goods have a lifetime guarantee against manufacturing and processing defects. This warranty does not apply to goods that are exposed to wear and tear, misuse or damage to property, regardless of the causes. The item(s) must not be damaged by improper handling or improper external impacts (e.g. knocks, dents, or pressure) and must not be changed, manipulated, repaired or serviced by a service provider other than 77 Diamonds. Wear and tear caused by the intended use of the piece of jewellery does not constitute manufacturing defects and is not covered by the warranty. If the purchased jewellery has been tampered with or changed in any way by you, another jeweller or any other third party, the lifetime guarantee becomes void.
Items that are properly cared for should be reassessed once every 3 years, to check the structure is still secure and are absent of any excessive signs of wear and tear. This reassessment is at the customer’s discretion. However, failure to have your item properly inspected may void your lifetime warranty if we subsequently consider that your items have been allowed to become damaged or have been subject to excessive wear and tear.
All returns for which a warranty claim is asserted are subject to verification and authentication process by the 77 Diamonds team. The item(s) must be classified as defective as a result of a manufacturing defect by our production department. If claims from this guarantee are asserted, the decision about the further procedure (exchange, repair or similar) depends on the individual case and will be discussed with you, but will remain at our sole discretion.
All sizes and measurements of the rings and pieces of jewellery are approximate. However, we try to ensure that the sizes and measurements are correct. If you do not know your ring size, please select ‘Don’t know’ as your ring size during the ordering process, and we will manufacture the ring in a standard ring size (between 51 and 53 mm).
As soon as you receive the ring and are able to determine the correct size, you may return it to us for a free resizing, provided you send it within the 30-day period following the item’s reception, and that your item qualifies for a free resizing service. This does not apply to bespoke rings and full-set eternity rings.
Complimentary ring resizes can be provided with the exception of certain designs specified from 5.18 onwards. Some rings can be resized, others have to be produced anew from scratch.
Ring resizes can usually be completed in 5 to 7 working days, excluding delivery time. To prioritise a resizing service, customers will need to settle a fee. To learn, please refer to our service fees.
Above a certain size, an additional fee will be charged to remake the relevant item. This fee can cover the additional metal or accent diamonds needed, or any additional cost to complete the ring. A customer will be charged for:
Engagement rings such as plain solitaires, plain band halos or plain wedding rings that are resized above 4 sizes (up or down).
Engagement rings featuring accent stones (diamond band, vintage, trilogy, diamond band halos) that are resized above 3 sizes (up or down).
Half-set eternity rings that are resized above 2 sizes (up or down).
Full-set eternity rings cannot be resized and will need to be replaced. If the replacement ring features additional diamonds as a result of the size change, the customer will be required to settle the extra cost.
The terms for resizing outside the aforementioned 30 days depend on the item(s) selected and are as follows:
- For plain band or non-diamond or non-gemstone set rings, as well as non-engraved rings, a resizing of two sizes smaller or larger than the original size is possible for a fee of around £100 inc. VAT. If the resizing exceeds two sizes from the original size ordered, the ring may require to be made from scratch, for which corresponding costs will apply. The price will be confirmed after consulting our customer care team.
- Engraved rings can be resized two sizes smaller or larger for an additional fee. To learn more, please refer to our service fees.
- Diamond-set or gemstone-set engagement rings (including custom-made rings) must be assessed in order to ensure whether they can be resized, or whether they need to be remade, for which costs will apply. This will be confirmed after consulting with our customer care team.
- Eternity Rings:
- Full eternity rings - Due to the nature of the setting, these rings cannot be resized and must be replaced within 30 days of purchase. Otherwise, changes cannot be made. Please contact our sales team to discuss alternative options for your ring.
- Half eternity rings - Due to the type of setting, all rings must first be examined to see whether a resizing is possible or whether a ring has to be created anew. The price will be confirmed after the assessment. Please contact our customer care team for further details.
- Wedding Rings:
Simple wedding rings can be resized for a fee that is payable after an assessment (except for rings with a special surface and engraving). Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting allows a resizing. Outside of the aforementioned 30 days free resizing service, a wedding ring resize will be charged. For further details, please contact our customer care team.
- Cocktail Rings and Collection Pieces:
Due to the nature of the individual designs, please contact our sales team to find out if a resizing is possible.
- Bespoke Rings:
Any resize for bespoke rings are at our discretion. Due to the unique nature of a bespoke ring, a resize may not always be possible, or may involve a fee if the resize proves to be complex. Upon receiving your request, we will check whether a resizing is possible and discuss it with you. This also applies if the ring has to be made from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out. Please note, our bespoke rings can be resized but are non-returnable. For further information, please contact our bespoke team.
- Professional Assessment & Revaluation
Customers can ask for an in-person professional assessment or revaluation of their jewellery at one of the 77 Diamonds showrooms, for an additional fee. In the event that a repair is required, this charge will be added to the professional assessment or revaluation cost if this repair isn’t covered by your lifetime warranty claim. This can be issued and requested after two months of purchase. A Professional Assessment & Revaluation can take up to 40 minutes at the showroom. Customers are also able to send their item for this service if they are unable to access a showroom. Please contact customer care for further information, or refer to our service fees.
All goods remain the property of 77 Diamonds until they have been fully paid for. If you receive ordered goods that you have not yet paid for, and 77 Diamonds asks you to return these goods, you must do so immediately. 77 Diamonds will bear the shipping costs, but may charge you interest at the statutory rate if you delay returning those items. The interest will accrue daily from the day on which you received the goods until the day on which the goods were paid for or returned to us.
In addition to the purchase price, we may also demand compensation for damages and/or expenses if goods whose collection was agreed upon with you, and that have been made available at one of our showrooms, remain with 77 Diamonds for longer than 90 days after you have been contacted. 77 Diamonds is only responsible for intent and gross negligence during this time.
- Jewellery Care
Following any purchase at 77 Diamonds, customers can request an ultrasonic cleaning service free of charge, provided the item is brought into a 77 Diamonds showroom. A Professional Clean & Polish service is also available for an additional fee. For further information, please refer to our service fees.