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Terms & Conditions
About Polished Diamonds - Award-Winning Jewellery Design
Polished Diamonds is a leading jewellery design and manufacturing business based in New Zealand. We proudly serve customers nationwide with stunning, custom-made fine jewellery. With roots dating back to 1969, we bring decades of expertise and craftsmanship to every piece we create, backed with a lifetime guarantee.
Our drive for excellence has earned us multiple industry awards, including:
- Best Retail Business
- Best Engagement Ring Design
- Best Wedding Jewellery Design
- Best Wedding Jeweller
Whether you’re searching for the perfect engagement ring, custom wedding bands, anniversary jewellery, or timeless fine jewellery, our experienced team is here to bring your vision to life.
We are a registered member (#1102) of the Jewellers & Watchmakers of New Zealand, committed to upholding the highest standards of quality, ethics, and customer service. Every piece we produce is backed by the Consumer Guarantees Act and our own Lifetime Guarantee, so you can shop with complete confidence.
Visit us in person at our elegant design showrooms in Auckland, Wellington, and Christchurch. Walk-ins are welcome – explore our award-winning collections and experience the Polished Diamonds difference.
Lifetime Guarantee – Quality You Can Trust
At Polished Diamonds, we proudly offer a lifetime manufacturing guarantee on all the fine jewellery we create. This guarantee reflects our commitment to exceptional craftsmanship and ensures that the quality and integrity of your ring or jewellery item is protected for the original purchaser’s lifetime.
Our lifetime guarantee covers the following:
- The craftsmanship and quality of materials
- The structural integrity of the ring or jewellery item
- The precious metals used in production
- Please note: This guarantee does not cover general wear and tear, including:
- Scratches or marks from wearing the jewellery – please note that precious metals are relatively soft against steel and harder objects.
- Loose, lost or chipped gemstones due to impact, force, or accidental damage outside our workshop or studio.
Every piece leaves our design studio in perfect condition, with diamonds and gemstones securely set and no signs of wear. However, jewellery is crafted from soft, malleable precious metals that naturally require care, service, and attention over time. Regular maintenance helps preserve your jewellery’s condition and ensures gemstone settings remain secure.
Think of it like owning a new car – if it gets scratched or dented, it’s not a manufacturing fault and can’t be returned as a fault but often an insurance matter. Similarly, lost or damaged gemstones typically fall under your insurance policy coverage, not the manufacturing guarantee, as they must have been pushed, hit or knocked to come loose or fall out.
We recommend all fine jewellery be:
- Professionally valued
- Specified on your insurance policy
We offer certified, independent jewellery valuations for insurance purposes and can help with free professional cleaning, chargeable repairs, and gemstone tightening to keep your jewellery looking brand new.
Payments & Manufacturing Process
To begin crafting your jewellery items, we require a 50% deposit. This shows your commitment to proceed. We will email a detailed breakdown of the design, metals, gemstones and full disclosure so you know exactly what you are purchasing. On your deposit, we begin manufacture.
A higher deposit may be requested for high-value pieces, mainly where larger-carat diamonds (3 carats +) must be secured.
Standard production timeframe: 2-3 weeks. An express service in 1–2 weeks can be available by prior arrangement. Please inform us of any due date well in advance, and we’ll do our best to meet it. Sometimes, delays like casting failure, 3D print failure, or courier delays are beyond our control, and we’ll do our best to mitigate these eventualities.
Once your deposit is received, your design journey begins—an exciting process with full support from our award-winning team! We’ll keep you informed throughout the process.
Design Satisfaction Guarantee
Your satisfaction is our priority. Using CAD (Computer-Aided Design) technology, we provide an image of your ring or jewellery for approval before production begins. We also include a detailed order description so you will know exactly what to expect. You can make any design or material alterations at this stage. While refunds are unavailable on custom-made jewellery, we will work closely to ensure you’re 100% delighted with the final result.
Custom-Made Jewellery Orders
Each Polished Diamonds piece is crafted to match your preferences in design, metal quality (9kt, 14kt, 18kt gold or platinum), gemstone, and finger size. Your order confirmation email is the official reference for production—please check it carefully and contact us with any updates.
Once we receive a deposit or email confirmation to proceed, we begin production. Changes made after this point may incur additional charges, as we’ll have to scrap the job and start again. Please note: metal weights in CAD are estimates—final weights may vary slightly due to polishing and finishing.
We also offer ring resizing, ultrasonic cleaning, repairs, and polishing services from our dedicated, state-of-the-art jewellery workshop.
Incorrect Pricing & Product Availability
Occasionally, pricing errors may occur on our website, which sells over 30,000 diamonds and jewellery items. In such cases, we reserve the right to cancel the order and offer a full refund or a suitable replacement.
As some diamonds are sourced from overseas diamond-cutting partners, availability may change – items do sell before we can secure them. Our inventory updates every four hours, but in rare instances, a listed diamond may sell out before your order is processed. If so, we will promptly offer a refund or substitute.
Duty-Free & GST-Free Exports
We offer Duty-Free and GST-free exports via accounts at all major New Zealand International Airports. Please note:
Each airport charges a NZD 400 handling fee to process paperwork and meet Inland Revenue requirements. This fee is added to the GST-free purchase price (Price less GST 15% + $400 airport fee). NZ Customs Concession allows for duty-free personal jewellery when re-entering New Zealand, provided the items are for personal use and not for resale or gifting. This includes clothing, toiletries, and personal jewellery like watches and rings. Commercial quantities are excluded.
Our Quality Guarantee
With more than 10,000+ happy clients in New Zealand and worldwide – we pride ourselves on our craftsmanship, value, and outstanding customer service.
We promise:
- A friendly, personalised shopping experience
- High-quality jewellery, expertly crafted by us, not contracted out overseas like other jewellery businesses.
- Excellent value for money at this level of quality. We offer excellent support before, during, and after your purchase. Please call, email, or visit one of our shops – we like to help.
We’re passionate about what we do and thrive on referrals from satisfied customers. If you have questions or would like to begin your custom jewellery journey, please get in touch:
📞 Free-call: 0800-233-299
💬 Or visit our Auckland, Wellington, or Christchurch showrooms
