Terms & Conditions – Polished Diamonds New Zealand

Custom-Made Jewellery

Much of the jewellery produced by Polished Diamonds is designed and made specifically for an individual customer.

A custom jewellery order may specify:

• ring or jewellery design
• finger size and dimensions
• platinum or gold type and karat
• natural or lab-grown diamonds
• coloured gemstones
• gemstone dimensions and quality
• setting style
• engraving or other personalised details.

Your written quotation, order confirmation, CAD approval and associated correspondence form the specification for your custom jewellery.

Please review these details carefully before approving production.

You can learn more about our custom diamond ring design process and custom wedding ring design service.

CAD Design & Approval

Polished Diamonds uses professional Computer-Aided Design (CAD) technology to develop many custom jewellery designs before manufacture.

CAD allows our jewellery designers to control details including gemstone position, setting dimensions, band width, thickness, profile and overall proportion.

Where CAD approval forms part of your order, you will be given an opportunity to review the proposed design before manufacture.

Once you approve the CAD design or otherwise authorise us to proceed, production may begin.

Changes requested after final approval may require additional CAD work, materials or remanufacture and may therefore incur an additional charge. We will discuss any additional cost with you before proceeding.

CAD images are highly useful representations of the proposed jewellery, but differences in screen display, magnification, lighting and final hand finishing mean they should not be treated as photographic images of the finished piece.

Deposits & Payment

A 50% deposit is normally required before custom jewellery manufacture begins.

For certain high-value jewellery or diamonds, including stones that must be purchased specifically for an order, a higher deposit may be required. We will disclose this before your order proceeds.

Unless otherwise agreed, the balance becomes payable when the jewellery is completed and before collection or dispatch.

Receipt of your deposit and/or written instruction to proceed authorises Polished Diamonds to begin the agreed work and to order any diamonds, gemstones or materials required for your jewellery.

Changes, Cancellations & Change of Mind

Because custom jewellery is manufactured specifically for the customer, we are generally unable to offer a refund simply because you change your mind after manufacture has commenced.

If you wish to cancel or significantly change a custom order after work has started, contact us as soon as possible.

Where appropriate, reasonable costs already incurred may need to be deducted or charged. These may include CAD design, labour, diamonds or gemstones purchased specifically for the order, precious metals or manufacturing already completed.

This change-of-mind policy does not limit any rights or remedies available to you under the Consumer Guarantees Act or other applicable New Zealand law.

Manufacturing Time

Most Polished Diamonds custom jewellery is completed within approximately 1–2 weeks after final design approval and deposit.

Some complex pieces, unusual gemstones or special manufacturing requirements may take longer.

If your jewellery is required for a proposal, wedding, anniversary, overseas travel or another specific date, please tell us before confirming your order so we can advise whether the timeframe is achievable.

Occasionally circumstances outside our reasonable control may affect completion or delivery. These can include gemstone availability, manufacturing complications, carrier delays or other unforeseen events. If this occurs, we will communicate with you and work to complete your order as soon as reasonably possible.

Lifetime Manufacturing Guarantee

Jewellery manufactured by Polished Diamonds is supported by our Lifetime Manufacturing Guarantee for the original purchaser.

Our guarantee covers defects arising from the workmanship or manufacture of the jewellery as originally supplied by Polished Diamonds.

If you believe there is a manufacturing or workmanship issue, contact us so our jewellery team can inspect the item and determine the appropriate remedy.

What the Lifetime Guarantee does not normally cover

Our voluntary Lifetime Manufacturing Guarantee does not cover damage or deterioration caused by:

• normal wear and tear
• scratches, dents or surface marks
• accidental impact or crushing
• gemstone chips, fractures or abrasion caused by wear or impact
• loss of a gemstone resulting from accidental damage, impact or a worn setting
• bending or distortion caused by external force
• chemical or environmental damage
• damage arising from repair, alteration or resizing carried out by another jeweller
• loss or theft.

If a gemstone becomes loose or is lost because of a manufacturing or workmanship defect, we will assess the matter separately from gemstone loss caused by wear, impact or accidental damage.

Nothing in this guarantee limits your rights under the Consumer Guarantees Act.

Jewellery Care & Servicing

Gold, platinum and other precious metals are durable jewellery materials, but they are not indestructible. Rings in particular are exposed to considerable wear from everyday activities.

We recommend having frequently worn fine jewellery professionally inspected approximately every two years, or sooner if it has experienced an impact or you notice movement in a gemstone.

A professional jewellery service may include checking:

• claws and gemstone settings
• the ring shank
• solder or laser-welded joins
• stone security
• surface wear
• white-gold rhodium plating
• overall condition.

Polished Diamonds provides professional jewellery repairs, polishing and servicing, and complimentary ultrasonic cleaning is available through our New Zealand design studios where appropriate for the jewellery and gemstones concerned.

We also recommend insuring valuable jewellery against accidental damage, gemstone loss, theft and loss.

Ring Sizing

Where jewellery is manufactured to a finger size provided or approved by the customer, it is the customer’s responsibility to ensure the nominated size is correct.

We are happy to help determine an appropriate finger size before manufacture.

Many rings can be resized after manufacture, but resizing possibilities depend on the design, metal and gemstone setting. Eternity rings, highly detailed rings and certain alternative-metal rings may have limited resizing options and can sometimes require remanufacture.

If an item has been correctly manufactured to the size ordered and you subsequently require a different size, resizing or remanufacturing charges may apply.

If we manufacture a ring to a size different from the size agreed in your order, your rights under New Zealand consumer law are unaffected.

Diamonds, Gemstones & Certification

Diamonds and gemstones are natural or manufactured materials with characteristics that can vary from stone to stone.

Where a diamond or gemstone laboratory report is included with your order, the applicable grading report forms part of the product documentation.

We supply both natural and lab-grown diamonds and will identify the diamond type as part of the sale.

Gemstone and diamond photographs, videos and website images may appear different depending on magnification, photographic lighting and individual display settings.

Pricing & Product Availability

We make reasonable efforts to ensure prices, diamond information and product details displayed on our website are accurate.

Our online diamond inventory contains stones that may also be available through international diamond suppliers. A diamond can occasionally be sold by a supplier before our inventory feed has updated.

If a diamond or other product becomes unavailable before we can secure it, we will contact you promptly and may offer:

• a comparable alternative,
• another suitable diamond or gemstone, or
• cancellation and a full refund of money paid for the unavailable product.

If an obvious or genuine pricing or data error occurs, we will contact you before proceeding. If we cannot supply the product on the advertised terms, you may cancel the affected order and receive a refund of money paid for that product unless you choose to proceed with an agreed alternative.

Delivery

We use tracked and insured delivery services where appropriate for jewellery and diamonds.

Delivery timeframes are estimates unless a particular delivery date has been expressly agreed.

Please ensure the delivery details you provide are correct. Signature or identification may be required for valuable jewellery.

We remain subject to our obligations concerning delivery under applicable New Zealand consumer law.

International Orders & GST-Free Exports

Polished Diamonds can supply jewellery to international customers and, where the relevant New Zealand tax requirements are satisfied, qualifying exported goods may be zero-rated for New Zealand GST.

This can include situations where Polished Diamonds arranges for qualifying goods to be exported overseas or arranges eligible airport collection.

Any airport processing, export or handling charges will be disclosed before your purchase is confirmed.

Customers are responsible for checking any import duties, GST/VAT, taxes, declarations or Customs requirements that may apply in the country where the jewellery is received.

Customers travelling out of and subsequently returning to New Zealand should also check the current New Zealand Customs rules applying to goods purchased duty-free or GST-free. Customs concessions, declaration requirements and monetary thresholds can change and depend on individual circumstances.

Repairs & Jewellery Services

Jewellery repairs and servicing are assessed individually.

Before undertaking significant repair work, we may provide an estimate or explain the work we believe is required.

Older, heavily worn or previously repaired jewellery can sometimes contain weaknesses that only become apparent during repair. Where practical, we will discuss any significant additional work before proceeding.

Services carried out by Polished Diamonds are also subject to the applicable guarantees for services under New Zealand consumer law.

Website Information

We take reasonable care to ensure the information on the Polished Diamonds website is current and accurate.

Jewellery images may be enlarged to show detail, and colour can vary between screens and photographic conditions.

Diamond, gemstone, metal and product information should be read together with the specifications shown on the relevant product page, quotation and final order confirmation.

If there is a material discrepancy between general website information and the written specification of a custom order, please contact us before approving manufacture.

Intellectual Property & Custom Designs

Unless otherwise agreed in writing, Polished Diamonds retains its intellectual property rights in original jewellery designs, CAD files, technical drawings, photographs, website content and other design material created by us.

Purchasing a finished item of jewellery does not automatically transfer copyright or other intellectual property rights in the underlying design or CAD files.

Governing Law

These Terms & Conditions are governed by the laws of New Zealand.

Nothing in these terms restricts any rights available to New Zealand consumers under legislation that cannot lawfully be excluded.

Contact Polished Diamonds

If you have any questions about an order, custom jewellery design, warranty, repair or these Terms & Conditions, please contact Polished Diamonds.

Phone: 0800 233 299

You can also visit our jewellery design studios in Auckland, Wellington or Christchurch.

We encourage customers to contact us directly if they have any concern with their jewellery so our team can inspect the item and work towards an appropriate resolution.