Terms and Conditions

Information about us and these terms

In these terms:

‘We’, ‘us’ or ‘our’ means Diamond Manufacturers Limited (trading as lovegrown-diamonds), a company registered in England and Wales under company number 06388524 and with our registered office at 90 Long Acre, Covent Garden, London, WC2 9RZ. Our main trading address is 46 Piccadilly, London, W1J 0DS and our VAT number is GB933563025.

‘You’ or ‘your’ means the person using our site to buy Products from us.

If you don’t understand any of these terms and want to talk to us about it, please contact us by using the contact details listed on our Contact Us page. All communications regarding cancellations or refunds must be sent to service@lovegrowndiamonds.com or please contact our Customer Services telephone line on Freephone 0800 530 0541 or our store on 020 3176 7370 if calling from within the United Kingdom or +44 (0) 203 176 5280 if calling from abroad.

1. Shopping with lovegrown-diamonds.com

1.1. If you buy Products from us, you agree to be legally bound by these terms.

1.2. You can shop with lovegrown in the following ways:

1.2.1. by visiting our stores (In-Store Purchases);

1.2.2. by placing an order on lovegrown-diamonds.com (Online Purchases); or

1.2.3. by calling Customer Service (Telephone Purchase).

1.3. Depending on how you make your purchase, different sections of these terms and conditions will apply.

1.4. If you make an Online Purchase for delivery outside the UK, you should also review the information set out in the International Delivery section of our Delivery information page.

1.5. These terms are only available in English. No other languages will apply to these terms.

2. Information we give customers

2.1. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. We will always give you this information in a clear and understandable way.

2.2. If you are making an In-Store Purchase, typically, we will give you the information you need in-store before you buy the Products from us. Additionally, some of the required information is also set out in these terms.

2.3. If you are making an Online or Telephone Purchase, this information is provided to you:

2.3.1. in these terms; and

2.3.2. in our purchase acknowledgement email (please see clause 5.5).

2.4. The key information we give you by law forms part of the contract between us (as though it is set out in full here).

2.5. Each time you order Products from us, the terms in force at the time of purchase will apply to the contract between you and us. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

3. Use of our website

Your use of our site is governed by our Terms of Website Use and Website Acceptable Use Policy. Please take the time to read these as they include important terms which apply to you.

4. Your privacy & personal information

4.1. Our Privacy Policy is available at https://www.lovegrown-diamonds.com/customer-services/privacy-policy.

4.2. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

5. Ordering products from us

5.1. Below, we set out how a legally binding contract between you and us is made.

5.2. Any quotation given by us before you make an order for Products is not a binding offer by us to supply such Products.

5.3. If you are making an In-Store Purchase, you offer to buy Products from us when you decide to purchase such Products and place an order for them with us in-store. We will accept your offer;

5.3.1. when we process your purchase through our till system and hand the Products to you or

5.3.2. in the event that you are ordering a Product which is not available in-store or which is bespoke, when we confirm that it has been despatched (Despatch Confirmation)

Once we accept your offer a legally binding contract will be in place between you and us.

5.4. If you are making an Online Purchase, you offer to buy Products from us when you add them to your online basket and place your order at the end of the online checkout process. Please read and check your order carefully before submitting it. However, if you need to correct any errors you can do so before submitting it to us.

5.5. If you are making a Telephone Purchase, you offer to buy Products from us when you place your order with one of our Customer Service team.

5.6. Once you have placed an order online or over the telephone, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.

5.7. We may need to contact you to say that we do not accept your order and when we do so, we will do this either by telephone or email. This is typically for the following reasons:

5.7.1. the Products are unavailable;

5.7.2. we cannot authorise your payment;

5.7.3. you are not allowed to buy the Products from us;

5.7.4. we are not allowed to sell the Products to you;

5.7.5. you have ordered too many Products; or

5.7.6. there has been a mistake on the pricing or description of the Products.

5.8. If we are unable to accept your order but payment has already been processed, we will reimburse you for the full value of the transaction using the same means of payment as you used for the initial transaction.

5.9. We will confirm our acceptance when we email you to confirm that it has been despatched (Despatch Confirmation). At this point: 

5.9.1. a legally binding contract will be in place between you and us; and

5.9.2. we will despatch the Products to you. 5.10. If you are under the age of 18 you may not make an Online Purchase with us

6. Resizing

6.1. After a ring has been resized, it cannot be refunded or exchanged.

6.2. Rings cannot be resized more than twice and can only be resized up to three (3) sizes smaller or bigger. 

6.3. Whilst we offer a free ring-resizing service, please be aware that on some rare occasions it will not be possible to resize a ring to the required size. If this is the case we will inform you as soon as possible.

7. Returns & Refunds

7.1. Due to the nature and value of the Products and the discounted prices that we offer, we do not allow comparison shopping. You must not purchase several similar Products to retain only one or two Products and return the remainder.

RIGHT TO CANCEL – IF YOU ARE A CONSUMER MAKING AN ONLINE OR TELEPHONE PURCHASE

7.2. If you are a consumer and are making an Online or Telephone Purchase You have the right to cancel the contract with us and receive a full refund within 14 days without giving any reason.

7.3. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Products.

7.4. To exercise the right to cancel, you must inform us of your decision to cancel these terms by a clear statement (e.g. a letter sent by post, fax or email) using the contact details contained in Contact Us section of our site

7.5. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

7.6. Your right to cancel shall not apply if:

7.6.1. the Products you have purchased are earrings, due to health and safety and hygiene considerations; or

7.6.2. a third-party jeweller attempts any modification, alteration or variation to the Product.

ENHANCED CANCELLATION PERIOD – FOR ALL CUSTOMERS

7.7. Except for as specified in clauses 7.6 and 7.8, we offer refunds for a period of 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Products.

7.8. The enhanced 30 day cancellation period does not apply to any reduced Products (Products displaying ‘Was’ and ‘Now’ prices). Any Online or Telephone Purchases by a consumer for reduced Products shall be subject to the statutory 14 day cancellation period specified in clause 7.1.

EFFECTS OF CANCELLATION

7.9. If you cancel these terms, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

7.10. We may make a deduction from the reimbursement for loss in value of any Products supplied if the loss is the result of unnecessary handling by you.

7.11. 7.11. Before we issue a refund we need to conduct thorough checks of the Products. We will make the reimbursement without undue delay. We endeavour to reimburse you within 14 days of:

7.11.1. receiving back from you any Products supplied; or

7.11.2. (if earlier) you provided evidence that you have returned the Products; or

7.11.3. if there were no Products supplied, being informed about your decision to cancel these terms, and

in any event we will reimburse you within 30 days of the above specified events.

REFUNDS

7.12. All refunds will be handled in line with our Refunds Policy.

7.13. We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise and you will not incur any fees as a result of the reimbursement.

7.14. We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.

7.15. If you have received Products:

7.15.1. you shall send back the Products or hand them over to us in-store, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from these terms to us. The deadline is met if you send back the Products before the period of 14 days has expired;

7.15.2. we will usually bear the direct cost of returning the Products, however, please note that if you need to return a product multiple times, for example for multiple resizing we reserve the right to charge for returns; and

7.15.3. you are only liable for any diminished value of the Products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Products.

8. Delivery

8.1. If you want to see your delivery options, visit our delivery information page before you place your order.

8.2. The estimated date for delivery of the Products is set out in the Despatch Confirmation (see clause 4.5).

8.3. If something happens which:

8.3.1. is outside of our control; and

8.3.2. affects the estimated date of delivery; we will let you have a revised estimated date for delivery of the Products.

8.4. Delivery of the Products will take place when we deliver them to the address that you gave to us.

8.5. Unless you and we agree otherwise, if we cannot deliver your Products within 30 days, we will:

8.5.1. let you know;

8.5.2. cancel your order; and

8.5.3. give you a refund.

8.6. You are responsible for the Products when delivery has taken place. In other words, the risk in the Products passes to you when you take possession of the Products.

9. Product Prices

9.1. For Online and Telephone Purchases, the price of the Products will be displayed in your selected currency as quoted on our site from time to time. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, please refer to clause 5.7 which addresses the unlikely scenario that we discover an error in the price of the Product(s) you have ordered. – We also follow up orders with customer to confirm purchase/ addresses and delivery dates

9.2. For In-Store Purchases, the price of the Products will be displayed or communicated to you in-store.

9.3. Prices may change from time to time due to fluctuations in raw material costs, but such changes will not affect any order which we have confirmed with a Despatch Confirmation.

9.4. The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

9.5. The price of a Product does not include delivery charges. Our delivery charges are as quoted on our site from time to time. To check relevant delivery charges, please refer to our Delivery page.

9.6. If we are delivering your Products internationally, we are not responsible for any additional charges for customs clearance and such charges must be borne by you.

10. Payment

10.1. You can only pay for Products using a debit card or credit card or an alternative payment method. We accept the following cards: VISA, VISA Debit, VISA Electron, Master Card, Master Card Debit, American Express, Solo, Maestro, PayPal Express and Bank Transfer.

10.2. For orders placed through PayPal, it can take up to 24 hours for the funds to clear into our account which can result in delayed despatch. Whilst we endeavour to deliver next working day where this delivery options has been selected, we cannot despatch Products until the payment has cleared. PayPal cheques can take up to 7 days to clear, which will add a delay to despatch as funds need clearing.

10.3. We will do all that we reasonably can to ensure that all of the information you give us when paying for the Products is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

10.4. Your credit card or debit card will be charged in advance of the Products being despatched.

10.5. All payments by credit card or debit card need to be authorised by the relevant card issuer and we may also need to use extra verification or security steps.

11. Payment by Finance

11.1 In cooperation with Hitachi Capital Consumer Finance, we also offer you the option to pay by finance with interest free credit.

11.2 Credit is provided by Hitachi Capital Consumer Finance, a trading style of Hitachi Capital (UK) PLC, authorised and regulated by the Financial Conduct Authority. Financial Services Register no. —-. The register can be accessed through 

11.3 When you select Pay by Finance in the checkout, the Total Amount Payable Includes Deposit Amount. The figures shown are an illustration based on the cost of goods. 

11.4 Before you can start your finance application online, you must first pay the deposit via debit or credit card.

11.4 Final details including shipping and discounts where applicable will be displayed on the checkout page. 

11.5 Your finance application is made direct to Hitachi using their secure online portal; lovegrown is not responsible for this process

11.6 Credit subject to status and affordability. Hitachi Capital Consumer Finance Terms & Conditions Apply. 

11.7 Diamond Manufacturers Ltd. trading as lovegrown is a credit broker and is Authorised and Regulated by the Financial Conduct Authority.  

For more information, please read our FAQ on paying by finance.

12. Our Products

12.1. For all Products we provide complete and accurate Product descriptions, including sizes, weights, clarity, dimensions and measurements (the Product Description).

12.2. If you are a consumer, the Consumer Rights Act 2015 gives you certain legal rights, for example, the Products:

12.2.1. are of satisfactory quality;

12.2.2. are fit for purpose; and

12.2.3. match the Product Description;

12.3. If you are a business customer, the Sale of Goods Act 1979 gives you certain legal rights, for example, the Products:

12.3.1. are of satisfactory quality;

12.3.2. are fit for purpose; and

12.3.3. correspond with the Product Description.

12.4. The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer’s display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from the images.

12.5. Although we have made every effort to be as accurate as possible, because of the nature of our Products, the Products may be smaller or larger than the images shown.

12.6. Engagement Rings, Pendants and Earrings images on our site may differ slightly from the final Product based on the availability of components required to handcraft the final Product. Such differences will never be material.

12.7. The packaging of the Products may vary from that shown on images on our site.

12.8. All Products shown on our site are subject to availability. We will call you personally or inform you by email as soon as possible if the Product you have ordered is not available (please see clause 6.7 above).

12.9. Any Products sold

12.9.1. at discount prices; or

12.9.2. as substandard; will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

13. Faulty Products

13.1. If you are a consumer, your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of these terms. They are a summary of some of your key rights.

13.2. If you discover that Products are faulty, please contact us, if you want:

13.2.1. us to repair the Products;

13.2.2. us to replace the Products;

13.2.3. a price reduction; or

13.2.4. to reject the Products and get a refund.

13.2. We will process all refunds in line with our Refund Policy.

14. Manufacturer Guarantees

14.1. Some Products come with a manufacturer’s guarantee. For details of the applicable terms and conditions, please refer to the manufacturer’s guarantee documentation provided with the Products.

14.2. If you are a consumer, a manufacturer’s guarantee is in addition to your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office (or equivalent organisation if you are purchasing from abroad).

15. Our Warranty for the Products

15.1. For Products which do not have a manufacturer’s guarantee, we provide a warranty that on delivery and for a period of 6 months from delivery, the Products shall be free from material defects.

15.2. The warranty in clause 14.1 does not apply to any defect in the Products arising from:

15.2.1. fair wear and tear;

15.2.2. wilful damage or abnormal storage or working conditions; 

15.2.3. accident or negligence by you or by any third party;

15.2.4. failure to use the Products in accordance with any instructions provided to you by us;

15.2.5. any alteration or repair by you or by a third party that is not one of our authorised repairers; or

15.2.6. any specification provided by you.

15.3. If you are a consumer, this warranty is in addition to your legal rights in relation to Products that are faulty or not as described.

16. End of the Contract

If the contract between us is ended it will not affect our right to receive any money which you owe to us under these terms.

17. Limit on our Responsibility to You

17.1. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information,

17.1.1. If you are a consumer we are not legally responsible for any:

17.1.1.1. losses that:

17.1.1.1.1. were not foreseeable to you and us when the contract was formed;

17.1.1.1.2. that were not caused by any breach on our part;

17.1.1.2. business losses; and

17.1.1.3. losses to non-consumers; and

17.1.2. If you are a business we are not legally responsible for:

17.1.2.1. any loss of profits, sales, business, or revenue;

17.1.2.2. loss or corruption of data, information or software;

17.1.2.3. loss of business opportunity;

17.1.2.4. loss of anticipated savings; or

17.1.2.5. loss of goodwill; in each case whether direct or indirect; or

17.1.2.6. any indirect, consequential or special losses;

17.1.3. subject to clause 17.1, our total liability to you in respect of all other losses arising under or in connection with our contract with you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the Products; and

17.1.4. except as expressly stated in these terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.

18. Disputes

18.1. We will try to resolve any disputes with you quickly and efficiently.

18.2. If you are unhappy with:

18.2.1. the Products;

18.2.2. our service to you; or

18.2.3. any other matter, please contact us as soon as possible.

18.3. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:

18.3.1. let you know that we cannot settle the dispute with you; and

18.3.2. give you certain information required by law about our alternative dispute resolution provider.

18.4. If you are a consumer, and you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to these terms.

18.5. If you are a business customer, and you want to take court proceeding, the courts of England and Wales will have exclusive jurisdiction in relation to these terms.

18.6. The laws of England and Wales will apply to these terms.

19. Events outside of our Control

19.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that are caused by an event outside our control.

19.2. If an event outside our control takes place that affects the performance of our obligations under our contract with you we will contact you as soon as reasonably possible to notify you and the time for performance of our obligations will be extended for the duration of the event outside our control

20. Third Party Rights

No one other than a party to these terms has any right to enforce any term of these terms. However, if a person acquires the Products lawfully from you, you may transfer a manufacturer’s guarantee to that person.

21. Transfer of our Rights

We may transfer our rights and obligations under our contract with you to another organisation, but this will not affect your rights or our obligations under these terms. We will always notify you by posting on our site if this happens.

22. General Terms for Business Customers

22.1. If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.

22.2. These terms and any document expressly referred to in them constitutes the entire agreement between you and us and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.

22.3. You acknowledge that in entering into this contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms or any document expressly referred to in them.

22.4. You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this contract.

22.5. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

22.6. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

23. Love Story Terms

23.1. This clause 23, governs the provision of Love Story Services (as defined below) and you agree to be bound by these special terms if you opt to select the Love Story Services. If and to the extent there is a conflict or inconsistency between any other provisions of these Terms, then this clause 23 shall prevail to the extent of the conflict or inconsistency.

23.2. We provide our customers with the option of receiving an Instagram film and coffee table book (Love Story Product) documenting all activities leading up to and relating to their purchase of that Product (Love Story Services).

23.3. The Love Story Services are available in relation to Online Orders and In-Store Purchases and are available at no extra cost to you.

23.4. The Love Story Product will only be made available to you in its final form, once you have completed the purchase of your Product.

23.5. In order to use the Love Story Services, you must create a Profile. Once you have signed into your Profile, you will be permitted to upload content for use by us in the creation of your Love Story Product. You warrant that any such upload must not be (i) be defamatory of any person; (ii) contain material which is obscene, discriminatory, offensive, hateful, threatening or inflammatory; (iii) infringe any copyright, database right or trade mark of any other person; (iv) promote any illegal activity or (v) be used to impersonate any person, or to misrepresent your identity or affiliation with any person.

23.6. You are solely responsible for the uploaded content and will retain all of your ownership rights in such content, but you are required to grant us a limited licence to use, store and copy that content for producing your Love Story Product.

23.7. If you have made an In-Store Purchase, you can choose to be captured by our in-house photographer, during the process of selecting your Product, for use in creating a Love Story Product.

23.8. By opting in to use our Love Story Services, you are consenting and agreeing to the use of any uploaded content or professionally captured photo’s being used in the final production of the Love Story Product.

23.9. We are entitled to store copies of uploaded content or professionally captured photo’s the Video Footage for as long as is necessary for us to provide the Love Story Services and will process any personal data captured therein by the Video Footage in accordance with the Privacy Policy referred to in clause 5.

23.10. In addition, when you create your Profile, we will also specifically ask for your consent for use of such images for the Company’s marketing purposes on the websites and all social media channels used by the Company (Specified Purposes). For the avoidance of doubt, any images shall only be used by the Company to the extent that it is used in connection with the loevgrown brand for the Specified Purposes. You will of course have the right to withdraw the consent you have given at any time by using the contact details referred to in our Privacy Policy.

23.11. Notwithstanding clauses 10 and 11 of these Terms, as your Love Story Product is personalised and/or otherwise cannot be resold due to a bespoke element, it cannot be exchanged for a cash equivalent or any other Love Story Product.

23.12. In the event the Love Story Product is defective or not as described, we shall, at our option, repair or replace the Love Story Product that is found to be defective. We shall not be obliged to replace the Love Story Product if the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions.

23.13. You hereby indemnify us and shall at all times keep us indemnified against all actions, proceeds, costs, claims and damages whatsoever incurred by or awarded against us and compensation agreed by us in consequence of any breach or non-performance by you of any of the warranties and undertakings in this clause 23.

24. Competitions

24.1. Amy Bell
24.2. Niomi Smart
24.3. Sheerluxe

24.4. Chelsea Magazine

24.5. lovegrown-diamonds