Terms & Conditions

AGREEMENT

These Terms govern your access to and use of the Website (diamondsfactory.ae) and its content, including any information, text, images, photos, designs, files, software, music, sound, and video ("Website Content"), provided by Neve Jewels FZCO. Your continued use of the Website after any changes constitutes your acceptance of the updated Terms.

Age Restriction and Legal Capacity

By placing an Order or completing a transaction through our Website, you warrant and represent that you are at least eighteen (18) years of age (calculated according to the Gregorian calendar) and possess the full legal capacity to enter into a binding commercial contract under the federal laws of the United Arab Emirates and the local laws of the Emirate of Dubai.

If you are under 18 years of age, you are strictly prohibited from placing an Order directly or creating an account on this Website. Any purchase intended for an individual under the age of 18 must be executed directly by a parent or legal guardian, who shall act as the primary contracting party and assume full legal and financial responsibility under these Terms.

We reserve the absolute right to request valid government-issued identification (such as a UAE Emirates ID or Passport) at any time to verify age or identity, and to cancel any transaction or delete any account immediately if we reasonably suspect a breach of this age restriction. Please note that all localized finance, installment, or split-payment options (such as Tabby or Tamara) are strictly available only to United Arab Emirates residents who are aged 18 and over, subject to status, credit screening, and provider terms.

Use of Website

• Diamonds Factory grants you a non-exclusive, revocable license to use the Website, but you shall not amend or modify any Website Content.
• You shall not exploit the Website Content (or any part thereof) for any commercial use or purpose except as specifically agreed with Diamonds Factory in connection with the services provided through the Website.
• You are granted a non-exclusive and revocable right to create a hyperlink to the Website provided that such link does not portray Diamonds Factory or any services provided in connection with Diamonds Factory in a false, misleading, or offensive manner or claim any association with Diamonds Factory.
• You shall not use any Diamonds Factory logo, design, or trademark or any other intellectual property right belonging or licensed to Diamonds Factory in connection with the aforesaid link without the express written consent of Diamonds Factory.
• Diamonds Factory reserves the right to make changes from time to time to the Website Content.
• If you submit any user-generated content (such as reviews or comments), you grant us a non-exclusive, royalty-free license to use, reproduce, and display such content on the Website.
• You must comply with all applicable regulations when using the Website, including UAE Federal Decree-Law No. 12/2025 on Consumer Protection, the executive regulations of the Dubai Department of Economy and Tourism (DET), Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), and all other applicable UAE federal or local decrees.

INTELLECTUAL PROPERTY RIGHTS

• All intellectual property rights, industrial designs, patents, trademarks, brand names, and copyrights in the Website and the Website’s content are exclusively owned by us or our licensors. Your use of this Website does not grant you any ownership, title, or proprietary rights under any circumstances.
• You may not publish, broadcast, retransmit, distribute, disseminate, sell, circulate, or otherwise make available any part of the Website Content to any third party without the express written consent of Diamonds Factory.
• Any copy you make of any part of the Website Content must retain any copyright or other intellectual property notices contained in the original material together with an acknowledgment that such material is the property of Diamonds Factory or its Licensors.
• You acknowledge that some parts of the Website Content may be subject to other intellectual property rights reserved by Licensors and notwithstanding any other provision in these Terms, you acknowledge that no sub-license is granted to you by Diamonds Factory in respect of any such intellectual property rights except to the extent necessary to give effect to your rights as expressly set out in these Terms.

LIABILITY

• We will use reasonable endeavours to ensure the accessibility of the Website but such accessibility cannot be guaranteed at all times. We will not be liable for any access restrictions, service interruptions or operational delays except where directly caused by our intentional misconduct, gross negligence or breach of contract.
• You acknowledge that we do not make any representation or warranty (whether express or implied) that any Website Content, servers or automated communications are free of viruses or harmful components and Diamonds Factory accepts no responsibility or liability for the same.
• To the maximum extent permitted by applicable law, our total cumulative liability for any and all claims arising out of or relating to these Terms, the Website, or purchased products shall be limited to the actual price paid by the customer for the Products.
• Nothing in these Terms and Conditions shall exclude, restrict, or limit our liability for death or personal injury caused by our gross negligence or willful misconduct, fraud, fraudulent misrepresentation, or any other statutory liability that cannot be lawfully excluded or limited under the federal laws of the United Arab Emirates and the local regulations of the Emirate of Dubai, including consumer remedies for manufacturing defects under UAE Federal Decree-Law No. 12/2025 on Consumer Protection.
• Diamonds Factory's total liability for any defective product or service will be subject to Federal Law No. 15 of 2020 on Consumer Protection. If any product is found to be defective within the warranty period, the consumer is entitled to a refund, replacement, or repair as per the law. Liability for personal injury or damage caused by defective products shall not be excluded where UAE law provides protection.
• Diamonds Factory does not bear any liability arising out of any defects from any design if any adjustments, alterations, or any other modifications have been carried out to the products by any third person who is not authorized by Diamonds Factory, except where such liability cannot be excluded under UAE law.
• You must observe and comply with all the applicable regulations and legislation, including all necessary customs, import, or other permits to purchase from our website. The importation or exportation of the products displayed on the website may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the products you purchase, except as required by applicable consumer protection laws.
• To the fullest extent permitted by Laws of the United Arab Emirates, Diamonds Factory is providing this website on an "AS IS" basis and makes no warranty of any kind either express or implied with respect to this website or its contents, except for the non-excludable guarantees under Federal Law No. 15 of 2020 on Consumer protection. We reserve the right to change or update any information, website content, or displayed prices at any time without prior notice; however, material changes impacting already confirmed orders will be directly notified to the customer.
• We reserve the right to change information, prices or content without notice, but material changes to confirmed orders will be notified.

Nothing in these Terms and Conditions shall limit or exclude Diamonds Factory's liability for any liability, which cannot be limited or excluded by law. Consumers retain their statutory rights under Laws of the United Arab Emirates, including rights under the Consumer Protection Act and other applicable legislation.

PRIVACY

• Your privacy is important. We comply with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL) and applicable Dubai regulations.
• By using the Website, you agree to our Privacy Policy at diamondsfactory.ae/privacy-policy, which explains how we collect, use, disclose, and protect your personal data in accordance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL) and applicable Dubai regulations.
• We may collect personal data (e.g., name, email, phone, Emirates ID, payment details) for Orders, newsletters, marketing, or customer services, based on your consent, contract necessity, or legitimate interests (PDPL Art. 5).
• As a direct subsidiary of Neve Jewels Ltd (UK), we may transfer your data to our UK parent company for group-wide purposes (e.g., order processing, analytics, compliance). Such transfers are conducted with appropriate safeguards, including standard contractual clauses where required.
• You have rights including access, rectification, erasure, and objection. Data is processed on lawful bases such as consent or legitimate interests, and retained only as necessary (e.g., for marketing, customer behaviour analysis and order fulfillment). For full details on purposes, recipients, and your rights, see our Privacy Policy
• You may contact our DPO at data.controller@nevejewels.com in case of queries/complaints.
• You may also lodge a complaint with the UAE Data UAE Data Office (the federal data protection authority established under Federal Decree-Law No. 44/2021).

COLLECTION OF PERSONAL DATA

• We collect personal data, such as name, email address, phone number, Emirates ID (if provided), and payment details, when you fill out a form on the Website, place an Order, sign up for a newsletter, or use our services.
• This personal data will only be used for the specific purposes it was collected for (e.g., order fulfilment, customer support, marketing with consent), and may be shared with our Group Companies (including our UK parent company, Neve Jewels Ltd) for those purposes, subject to appropriate safeguards and our Privacy Policy.
• Diamonds Factory takes data security and privacy seriously. We respect the confidentiality of your personal information and enforce strict operational measures to ensure that your data is not utilized for any unauthorized purposes, whether by us or by the third-party service providers engaged on our behalf.
• We are 100% committed to protecting your privacy and security and we totally appreciate and respect how important privacy is. We will strive to ensure that your data is not used for any other than aforementioned by us or by the third parties engaged by us.
• Please refer to our Privacy Policy at diamondsfactory.ae/privacy-policy for full details on how we and Group Companies handle your data in compliance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), including details on accessing or correcting your data, overseas disclosure (if any, e.g., to our UK parent company), data security measures, and how to make a complaint.

GOVERNING LAW

• These Terms and Conditions do not affect your statutory rights under UAE Federal Law No. 12/2025 on Consumer Protection or Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai.
• If any provision of these Terms and Conditions is prohibited by law or found by a court to be unlawful, void, or unenforceable, that provision shall, to the extent required, be severed and rendered ineffective without modifying the remaining provisions. This shall not affect the validity or enforceability of the other provisions or the Terms as a whole.
• These Terms, the Website, its content, and any Contracts shall be governed by and construed in accordance with the laws of the Emirate of Dubai and applicable UAE federal laws. Any dispute not resolved through the normal complaints procedure shall be resolved exclusively in the courts of UAE subject to the exclusive jurisdiction of the courts of Dubai.
• Please contact us first at service@diamondsfactory.ae or 02 9037 3839.
• For consumer complaints, you may contact the Dubai Department of Economy and Tourism (DET) at www.dubaidet.gov.ae or 800 1222 or Ministry of Economy (MOEC) at www.moec.gov.ae or 800 1222.
• For data protection concerns, you may contact our Data Protection Officer at data.controller@nevejewels.com or lodge a complaint with the UAE Data Protection Authority (the federal data protection authority established under Federal Decree-Law No. 44/2021).

ORDERS

Orders placed on diamondsfactory.ae will be subject to acceptance in accordance with the terms and conditions.

• On placing the order and checking out, you are making an offer to accept the goods at the stated price subject to the terms and conditions.
• On acceptance, we will send you an Order Receipt that will have all your order details agreed upon by you at the time of placing the order. However, such Receipt will not be treated as a binding contract and the order will not be treated as 'accepted' for the following reasons:
• Payment not authorized;
• Partial payment pending;
• Products out of stock;
• Error on the website with respect to the stated price amount;
• Order being cancelled.

Your contract to purchase is not complete until we send you an e-mail of order confirmation within 5 working days from the date of receipt of order. If your order is not confirmed, any payment made will be refunded promptly.

Once confirmed, your order is binding. In accordance with UAE Federal Decree-Law No. 12/2025 on Consumer Protection, standard online purchases do not carry a statutory right to cancel for a change of mind. Any voluntary returns or exchanges are governed exclusively by our 30-day Return Policy and strictly exclude all bespoke, made-to-order, altered, or personalized jewelry pieces (e.g., engraved items or custom designs). This does not affect your statutory rights to a consumer remedy if a product possesses a genuine manufacturing defect or arrives damaged.

Order Completion Reminders

By providing your contact information (e.g., email or phone number) during the checkout process or account sign-up, you consent to us sending you limited, non-promotional communications to assist with completing your order. This may include reminders about incomplete or abandoned orders, or any other assistance related to incomplete orders such as cart recovery emails or texts sent within 24-48 hours of the issue. These messages will include details of your items and an easy way to opt out or complete your purchase. You can withdraw consent at any time by [e.g., clicking the unsubscribe link, updating account preferences, or contacting support]. We will not use this information for unrelated marketing without your separate opt-in.

For full details on data handling, see our Privacy Policy.

Once confirmed, the Order is binding, subject to Consumer Protection rights.

DELIVERY AND COLLECTION

• As a made-to-order company, most of our products are subject to a manufacturing time. This is normally between 2-3 working weeks and 3-4 working weeks if your item is bespoke.
• LAST CHANCE applies only to products featured in the ‘LAST CHANCE’ category which are subject to statutory consumer rights.
• Products which are marked as ‘LAST CHANCE’ will be delivered within 3-5 working days.
• All efforts will be made to dispatch and deliver the products within the stipulated timescale; however, delays could be inevitable due to unforeseen circumstances.
• Nothing within these Terms excludes, restricts, or modifies your statutory consumer guarantees or protections against pre-existing manufacturing defects legally available to you under UAE Federal Decree-Law No. 12/2025 on Consumer Protection. Standard e-commerce purchases do not carry an automatic statutory cooling-off or change-of-mind withdrawal right under United Arab Emirates law, and any voluntary returns or exchanges remain subject strictly to our brand's specified exclusions for custom, altered, or bespoke jewelry pieces.
• This does not affect your statutory guarantees of 7 days withdrawal or 2 year warranty.
• If a delay in your delivery should occur, we will keep you updated on your order status and provide a new delivery date. Under laws of the United Arab Emirates, you have the right to cancel the order if the delivery is delayed beyond 30 days without any additional charges.
• We will not be held responsible for any loss you may suffer on account of late delivery or cancellation of your order.
• You can contact us if you have any questions regarding your delivery issues at service@diamondsfactory.ae
• Any item purchased with an option of in-store pickup must be collected within 90 days from the date the customer is notified that it is ready for collection. If an item remains uncollected after 90 days, we reserve the right to cancel the order upon written notice. Where an order is cancelled due to non-collection, we will refund the purchase price less our reasonable, direct administrative and storage costs incurred, up to a maximum capped amount reflecting our actual loss. For standard items, this fee covers processing and secure vault storage. For custom or bespoke items, this fee may also reflect the loss of custom craftsmanship and material costs that cannot be recovered upon resale. No fee will apply if the delay or cancellation is due to our fault.

PRICING AND PAYMENT

• We take the payment at the time the order is placed; the merchant bank for security purposes will verify the card details.
• We accept all major international and regional credit and debit cards, including MasterCard, Visa, and American Express, as well as localized digital payment methods where integrated at checkout. You may also place an order over the phone by calling our official UAE toll-free number.
• The prices displayed on the Website are denominated in United Arab Emirates Dirhams (AED) and are inclusive of Value Added Tax (VAT) and standard packaging, in strict compliance with UAE Federal Decree-Law No. 8/2017 on Value Added Tax and UAE Federal Decree-Law No. 12/2025 on Consumer Protection
• Products are not shipped until and unless complete payment is received for the order placed.

ANTI-MONEY LAUNDERING AND PAYMENT RESTRICTIONS

As a high-value dealer in precious metals and stones, Diamonds Factory (a subsidiary of Neve Jewels Limited) complies strictly with UAE Federal Decree-Law No. 20/2018 on Anti-Money Laundering and Combating the Financing of Terrorism and Illegal Organisations, its implementing Executive Regulations, and the reporting directives enforced by the UAE Financial Intelligence Unit (UAE FIU) and the Ministry of Economy.

1. Cash Payment Thresholds and Transaction Splitting

   For any cash payments (including physical banknotes or cash equivalents) totaling AED 55,000 (or its equivalent in foreign currency) or more, we are legally obligated to verify your identity and submit a High-Value Dealers Report (HVDR) to the UAE Financial Intelligence Unit via the goAML platform.

   This threshold applies whether the sum is paid in a single cash transaction or through a series of contextually linked transactions (such as split invoices, multiple cash installments, or connected showroom purchases).To protect our retail operations, we explicitly reserve the right to refuse cash payments entirely for high-value orders and mandate secure electronic bank transfers or verified credit routing.

2. Identity Verification & Online Customer Due Diligence (CDD)

   Where a transaction triggers statutory UAE FIU thresholds, or where an online credit card or electronic transaction is flagged by our internal security systems as suspicious or high-risk (including, but not limited to, mismatched billing/shipping details, suspicious proxy networks, or multi-card payment splitting), you must complete our digital Customer Due Diligence (CDD) process. To verify your identity before an order is processed, custom-crafted, or dispatched from our secure vault, you must present valid, unexpired government-issued photographic identification, such as:

   • A valid UAE Emirates ID (mandatory for resident cardholders);
   • A valid international Passport;
   • A valid GCC National Identity Card.

   We may also request secondary proof of your residential address (e.g., a recent utility bill or bank statement dated within the last 3 months) if required for enhanced customer due diligence or to verify legitimate cardholder authorization.

3. Enhanced Due Diligence (EDD)

   We reserve the right to request comprehensive documentation verifying the legitimate Source of Funds or Source of Wealth for high-value, unusual, or complex transaction profiles before final confirmation or fulfillment of an Order.

4. Right to Refuse or Cancel Transactions

   We reserve the absolute right to refuse cash payments, freeze online inventory, withhold order fulfillment, delay digital dispatch timelines, or cancel transactions entirely without liability if required compliance information is withheld, if identity verification is refused, or if we have reasonable grounds to suspect credit card fraud, money laundering, or a breach of UAE Federal Decree-Law No. 20/2018 obligations.

5. Data Protection, Record Retention, and Cross-Border Compliance

   All identification data and documentation captured for financial compliance purposes are processed strictly for financial crime prevention. In accordance with federal UAE laws, these compliance records are stored securely and retained for a mandatory period of five (5) years following the completion of the transaction or the termination of the commercial relationship.

   Personal information is handled in accordance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL), applicable local privacy regulations, and our Privacy Policy. We may disclose this data to the UAE Financial Intelligence Unit (FIU), the Ministry of Economy, or local law enforcement agencies if required by law. As part of our international structure, compliance data may be securely transferred to our UK parent company, Neve Jewels Limited, under standard contractual privacy guarantees.

   If you have questions about this process or your privacy rights, please contact our Data Protection Officer at data.controller@nevejewels.com You can also contact the UAE Financial Intelligence Unit via its official portal at www.uaefiu.gov.ae or the UAE Data Office (the federal data protection regulator).

   This clause operates in addition to, and does not limit or exclude, your statutory rights to a consumer remedy under UAE Federal Decree-Law No. 12/2025 on Consumer Protection.

COMPLAINT & QUERIES

For any complaints or additional queries, please contact our customer service team who will assist you further on (02 9037 3839) or email us at service@diamondsfactory.ae

Our Commitment To Hallmarking:

At Diamonds Factory UAE, we are strictly committed to ensuring that every item of precious metal jewellery and loose gemstone we sell is accurately described, verifiable, and of the exact stated purity and quality \declared at checkout.

All our gold, platinum and silver jewellery is officially stamped and marked with its metal purity (e.g., 18K / 750, 14K / 585, 950 platinum, etc.) in accordance with the legal standards of fineness mandated under UAE Federal Law No. 11 of 2015. In compliance with municipal regulations, all items are hallmarked by an authorized state laboratory, such as the Dubai Central Laboratory (DCL), or carry an officially recognized equivalent foreign hallmark before transfer.

We only utilize precious metals that meet or exceed these strict statutory purity levels, and we guarantee that all diamonds and gemstones perfectly match the grades, weights, and independent laboratory certificates provided (such as GIA or equivalent). Where a delicate jewelry piece cannot be structurally hallmarked without causing damage, it will be accompanied by an official Identification Card specifying its precise metallurgical characteristics as required by law.

Every Product is fully protected under UAE Federal Decree-Law No. 12/2025 on Consumer Protection, which guarantees that all retail goods must match their description, be free from hidden manufacturing defects, and meet the high quality standards expected of fine jewelry.

If you have any questions regarding the specific metal content, diamond grading, hallmarking registration, or authenticity of your jewelry piece, please contact our support team directly at service@diamondsfactory.ae.

MOBILE MESSAGE SERVICE

• By opting into the Diamonds Factory mobile messaging service (the "Service"), you provide your express consent to receive recurring promotional, marketing, and transactional SMS/text messages from or on behalf of Neve Jewels FZCO and its Group Companies. Messages will be sent via your wireless provider to the mobile number provided at checkout or registration, even if your number is registered on the UAE Telecommunications and Digital Government Regulatory Authority (TDRA) Do Not Call Registry (DNCR). Message frequency varies, and your consent is not a condition of any purchase.
• We reserve the right to modify or discontinue the Service, or any of its operational features, upon reasonable prior written notice to you. We may modify these Mobile Terms at any time; except where prohibited by applicable law, your continued use of the Service following the effective date of such updates shall constitute your binding acceptance of the revised Terms.
• You are solely responsible for all text messaging and data fees imposed by your local mobile network provider (e.g., e& or du). You may opt out of the Service at any time by replying STOP to any of our text messages or by clicking the provided unsubscribe link. Upon opting out, you will receive a single, automated confirmation text, after which no further promotional messages will be sent unless re-initiated by you. For assistance, reply HELP or contact service@diamondsfactory.ae.
• To the maximum extent permitted by applicable law, Diamonds Factory is not liable for delayed, failed, or misdirected delivery of any mobile alerts, nor for any transmission errors caused by telecommunications networks. The Service is operated in strict compliance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data (PDPL) and TDRA Unsolicited Electronic Communications Regulations. All mobile numbers and customer data collected through the Service are securely processed, stored, and shared with our Group Companies (including our UK parent company) strictly in accordance with our Privacy Policy.
• The Diamonds Factory mobile message service (the "Service") is operated by Neve Jewels FZCO. Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”).
• We may modify or cancel the Service or any of its features without notice. We may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
• We and the group companies will only send SMS/text messages with your express consent in accordance with Federal Decree-Law No. 45 of 2021 on Personal Data Protection (PDPL). By opting in to Diamonds Factory’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of the Company and Group Companies through your wireless provider to the mobile number you provided.
• We and Group Companies comply with PDPL, ensuring lawful processing, identifying ourselves as the sender in every message, and providing a functional unsubscribe facility.
• You are solely responsible for all charges and fees associated with SMS/text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply.
• By consenting to Diamonds Factory’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Diamonds Factory through your wireless provider to the mobile number you provided even if your mobile number is registered on any state or federal Do Not Call list.
• We and our related companies (including our UK parent company) will process your phone number in accordance with UAE Federal Law No. 45/2021 on the Protection of Personal Data (PDPL). Your data will not be used for marketing without consent and may be disclosed overseas (e.g., to our UK team) as outlined in our Privacy Policy.
• You may opt-out of the Service anytime by texting STOP to in reply to one of our branded texts or clicking the unsubscribe (‘OPT OUT’) link. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device unless initiated by you.
• We may change any short code or telephone number we use to operate the Service at any time. Any messages including STOP or HELP requests you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
• SMS messages are subject to our Privacy Policy. We comply with UAE Federal Decree-Law No. 34/2021 on Combatting Rumours and Cybercrimes.

Sale

20% off eligible products, up to 23,400 $ of maximum discount on the order. Offer is not valid for loose diamonds. Product exclusions may apply. This offer expires at 11.59pm 22nd September 2026. The offer cannot be combined with any other promotion or discount code, and cannot be applied retroactively.

Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of orders. We are happy to exchange your ring for another size as per our return policy.

Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days.

Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

U.S. CUSTOMS CLEARANCE ADDITIONAL REQUIREMENTS

For shipments entering the United States, U.S. Customs and Border Protection (CBP) requires the identification of the Ultimate Consignee—the party receiving the imported goods. Customers importing goods to the U.S. may need to provide a Social Security Number (SSN) for individuals This information ensures compliance with U.S. customs regulations and facilitates timely clearance of your order.

As of August 29, 2025, the suspension of the de minimis exemption requires all shipments, regardless of value, to undergo formal customs entry, which may involve additional documentation, duties, and taxes. We strongly recommend registering your SSN or EIN with CBP in advance or working with a licensed customs broker to avoid delays. Neve Jewels is not responsible for delays, additional costs, or shipment returns due to incomplete or inaccurate customs documentation provided by the customer. For assistance, please contact our customer support team or visit www.cbp.gov for more information on U.S. customs requirements.

ENGAGEMENT AND WEDDING RING PROMOTION

Purchase an engagement ring over 6,800 AED and receive 25% off a wedding ring. Offer is valid for the AE region only. Product exclusions may apply. This offer is valid for engagement ring purchases made between 3rd March and 22nd October 2026. The unique discount code is redeemable for up to 12 months from the date of the initial purchase and cannot be combined with any other promotion or discount code, or applied retroactively.

To redeem online, the unique code must be entered in the coupon field at checkout. To redeem in-store, the unique code must be presented to a retail assistant at the time of purchase. Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Any "Last Chance" items are non-refundable. Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of orders. We are happy to exchange your ring for another size as per our return policy. If the qualifying engagement ring is returned, the unique discount code will be voided or the discount value deducted from the refund.

Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days.

Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

PRICE MATCH OFFER

At Neve Jewels, we’re committed to offering our customers the best possible value. Our price match policy ensures you can shop with confidence, knowing you’re getting a fair price for a comparable product.

1. Eligibility Criteria
   • We will price match any comparable product offered by a retailer that operates both online and has a physical retail presence.
   • We do not price match against Ebay, Amazon, marketplace platforms, or private sales.
2. What Qualifies as a Comparable Product
   • Certified Natural Diamonds: We will match any natural diamond that has a valid certificate number (engraved on the girdle).
   • All Other Products: To qualify, specifications will need to match exactly, and clear evidence and links are required to verify price match i.e., design, gemstone, weight, colour, clarity, cut grade, stone shape, and metal type.
3. Price Match Conditions
   • The competitor’s price must be the full, regular retail price.
   • Discounted, promotional, clearance, or sale items are not eligible.
   • The price must be publicly visible and verifiable (a link or official quotation is required).
   • Prices must be in the same currency.
4. Exclusions

   We will not price match:

   • Retailers in administration, liquidation, or outlet stores.
   • Transactions using Interest-Free Finance, Amex, or corporate cards.
5. Process & Discretion
   • All in-store price matches need to be approved by the manager.
   • Fast-track production may not be available on price-matched orders.
   • No other promotional codes or discounts may be applied in conjunction with a price match.
   • Neve Jewels reserves the right to refuse a price match based on objective criteria listed above.
6. Time Frame & Accuracy
   • Once a price is verified and matched, it will be honoured for 24 hours.
   • This guarantee applies only before purchase. If you’ve already bought a product, our standard 30-day return policy still applies.
   • The guarantee does not apply in the event of pricing or typographical errors by either party.
7. General
   • This does not affect your rights under UAE Federal Law No. 15/2020 on Consumer Protection and Dubai Law No. 9/2021 on Consumer Protection in the Emirate of Dubai.
   • Promotions and offers may be updated or extended at our discretion. Please refer to the website for current terms.

RETURNS AND REFUNDS

The customer is only eligible for Returns and Refund if he/she fulfils the following conditions:

• Engraved items cannot be returned for credit or exchanged.
• Bespoke and special orders are not eligible for return or exchange.
• Resized items are not eligible for return or exchange.
• Eligible products must be returned within 30 days after reception, unworn, and in pristine condition.
• Products bought via distance sales can be returned within 14 days. You may notify us to cancel the order. (Exclusion- Personalised products).
• Products must be returned with the original tag attached or alongside the product.
• All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 days to be processed.
• If your item arrives damaged or contains a manufacturing defect, please notify us immediately at service@diamondsfactory.ae. to arrange a complimentary repair or replacement. In accordance with UAE law, genuine hidden manufacturing defects remain covered under your statutory consumer guarantees for up to one (1) year from delivery.
• Our voluntary 30-day return policy operates in addition to, and does not limit, your statutory rights regarding genuine manufacturing defects or hidden flaws under UAE Federal Decree-Law No. 12/2025 on Consumer Protection.
• For purchases made between November 27th and December 24th 2026, Diamonds Factory allows returns until February 1st 2027, though returns on bespoke, engraved, or resized items are not permitted. This does not affect your consumer rights under applicable laws of UAE.
• Customers have 30 days to reject faulty goods.
• Our 30 days return policy supplements your 7 days withdrawal or 2 year warranty rights under Dubai Law No. 9/2021 and UAE Federal Law No. 15/2020.
• Any diamond or gemstone that falls out or is lost during wear is not covered under our voluntary change-of-mind return policy, and a replacement is not guaranteed unless the loss is directly caused by a verified manufacturing or casting defect covered under your statutory consumer guarantees. We strongly advise you to secure private jewelry insurance to protect yourself against accidental loss or damage. Please thoroughly inspect your item immediately upon delivery; if you detect any initial defects or damage, contact us immediately via telephone at 02 9037 3839 or email us at service@diamondsfactory.ae
• For non-conformity, remedies include repair, replacement, price reduction, or termination. There is no strict time limit provided you notify us within a reasonable time after discovering the issue. This complies with UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

The jewelry sold at discount prices cannot be replaced at the same discounted price.

The delivery costs for returning the product will be the customer's sole responsibility and will only be refundable in the event that there is a manufacturing fault with the product.

Note: When returning a purchase, you must utilize a trusted, trackable courier service and insure the package for its full purchase value. Diamonds Factory is not responsible or liable for any damage, loss, or theft that occurs during customer return transit. These terms operate in strict accordance with UAE Federal Decree-Law No. 12/2025 on Consumer Protection, ensuring your rights to a remedy for defective goods remain fully protected.

Diamonds Factory provides a voluntary commercial Manufacturing Warranty on all jewelry items against verified defects in materials and craftsmanship for the specific duration designated on the product page. In accordance with UAE consumer legislation, this commercial coverage operates alongside your statutory right to a remedy for pre-existing hidden defects.

A warranty period of 02 years is mandated by law in UAE depending on the expected lifespan of the item.

Your consumer rights are not affected by our commercial warranty.

DAMAGED AND USED ITEMS

• For voluntary change-of-mind returns or exchanges under our 30-day policy, returned merchandise must be completely undamaged and in new, unworn, and unaltered condition. Items displaying obvious signs of wear, or those that have undergone alteration or resizing by a jeweler other than Diamonds Factory, will not be accepted.
• Every product is dispatched with a unique, barcoded security tag. This tag must remain intact and attached to the item; tampering with, cutting, or breaking this security tag will completely void your eligibility under our 30-day change-of-mind return policy. For hygiene and safety reasons, earrings must be completely unworn to qualify for a change-of-mind exchange.
• All voluntary returns must be sent via a trusted, trackable courier service and insured for the full purchase value. Diamonds Factory is not responsible or liable for any damage, loss, or theft that occurs during customer return transit. All returns are subject to a comprehensive evaluation by our quality assurance team, which typically takes ten to fourteen (10–14) business days to process.
• Any item that has been repaired, resized, engraved, or otherwise modified by a third-party jeweler not explicitly authorized in writing by the Diamonds Factory workshop will completely void our voluntary commercial manufacturing warranty.
• You must inspect your products immediately upon delivery. If your item arrives damaged due to transit or exhibits an immediate workshop flaw, please notify us as soon as possible at service@diamondsfactory.ae so we can swiftly arrange a priority repair, replacement, or refund.
• Nothing within this clause limits, excludes, or restricts your statutory consumer rights or guarantees under UAE Federal Decree-Law No. 12/2025 on Consumer Protection. If a product contains a genuine, pre-existing manufacturing defect or structural non-conformity (including hidden defects under the UAE Civil Transactions Law), you maintain a legal right to a statutory remedy within a reasonable timeframe based on the product’s expected lifespan, regardless of security tags or change-of-mind timelines.

These terms comply with the UAE Consumer Protection Law (Federal Law No. 15 of 2020), ensuring that consumers' rights to return or exchange damaged goods are fully protected.

RING RESIZING

Resizing is an additional paid service and does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

Getting the size of your ring right can be a complicated matter. We do offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring.

Our team will assess feasibility and notify you of the exact cost in advance before proceeding. This does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021. If the need for resizing is due to a manufacturing defect on our part, the service will be provided free of charge.

Engagement and Diamond Rings:

For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item.

For any resizing exceeding two sizes, we will charge a fee of 277 $.

For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases resizing will be complimentary up to 2 sizes up and down, anything above 2 sizes will incur a minimum charge of 277 $.

Eternity Rings:

Full eternity rings: Due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. This price will depend on the cost difference between sizes with a minimum charge of 277 $. Please contact our team to discuss alternative options for your ring.

Half & ¾ eternity rings:

Due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply. This price will depend on the cost difference between sizes with a minimum charge of 277 $.

Wedding Rings:

For plain bands, non-diamond or non-gemstone set wedding rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after receipt of the items. For resizing exceeding two sizes, we charge a fee of 277 $. All rings will be assessed by our team prior to confirming the price.

Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings:

We offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of 277 $. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew 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.

REPLATING

To maintain the optimal brightness and white finish of your white gold jewelry over time, routine replating may be required. You acknowledge that rhodium wearing is a natural characteristic of white gold resulting from everyday wear and tear and does not constitute a manufacturing defect or product non-conformity under UAE Federal Decree-Law No. 12/2025 on Consumer Protection.

Diamonds Factory offers professional Rhodium plating, specialized cleaning, and polishing services for a standard maintenance fee of 237 AED per item. Please contact our customer support team directly at service@diamondsfactory.ae for more information regarding processing timelines and secure workshop delivery arrangements.

COMPLAINTS AND DISPUTES

If you are unsatisfied with our Products or services, please contact us first at service@diamondsfactory.ae. We will use reasonable commercial endeavours to investigate your issue and respond within fourteen (14) business days. For privacy concerns, see our Privacy Policy. Unresolved consumer disputes may be escalated to the Dubai Department of Economy and Tourism (DET) or the UAE Ministry of Economy in accordance with UAE Federal Decree-Law No. 12/2025.

FORCE MAJEURE

We are not liable for delays or failures to perform our obligations due to events beyond our reasonable control (including natural disasters, strikes, supply chain disruptions, international shipping delays, or government actions). We will notify you as soon as possible and take reasonable steps to minimise the operational impact on your order. This does not affect your statutory rights under UAE Federal Decree-Law No. 12/2025 on Consumer Protection.

We will notify you as soon as possible and take reasonable steps to minimise the impact. This does not affect your statutory rights under UAE Federal Law No. 15/2020 and Dubai Law No. 9/2021.

SEVERABILITY

If any provision is invalid or unenforceable, it will be severed without affecting the rest of these Terms.