Shipping policy

IMPERIAL FACETS LIMITED – Shipping Policy

Last Updated: June 18, 2025

This document delineates the comprehensive shipping, insurance, and delivery policy (“Policy”) governing all international exports of loose diamonds and diamond jewellery (“Goods”) by IMPERIAL FACETS LIMITED, a registered commercial entity meticulously established and operating under the laws of the United Kingdom (“the Company,” “We,” “Us,” “Our”).

IMPERIAL FACETS LIMITED is incorporated and registered in England and Wales with company number 16526212 and registered office at 128 City Road, London, United Kingdom, EC1V 2NX.

This Policy is an integral and legally binding component of our overarching Terms of Service. By initiating, placing, or confirming an order with IMPERIAL FACETS LIMITED, the client, purchaser, their designated agents, and any affiliated entities (“the Client,” “You,” “Your”) unequivocally acknowledge, accept, and agree to be bound by the terms, conditions, and stipulations set forth herein. It is incumbent upon the Client to review this Policy thoroughly prior to any transaction.

Preamble: Our Commitment to Excellence in Global Logistics

IMPERIAL FACETS LIMITED is dedicated to fostering enduring partnerships with our global clientele. We understand that the intrinsic value of our Goods necessitates a logistics framework of unparalleled sophistication and reliability. This Policy reflects our unwavering commitment to ensuring that every consignment is managed with precision, security, and complete transparency from its departure from our United Kingdom facilities to its arrival at your designated international location.

Article 1: Philosophy of Delivery – Brilliance Secured & Delivered with Distinction

At IMPERIAL FACETS LIMITED, we recognize that the timely, secure, and immaculate delivery of high-value Goods is not merely a service, but a foundational pillar crucial to the operational success and reputation of our esteemed Clients’ businesses. Our intricate shipping and logistics framework is meticulously constructed upon the cornerstones of uncompromising security, unwavering transparency, diligent regulatory compliance, and proactive communication. We have engineered and continually refine a meticulous, multi-stage process to ensure that from our secure facilities in the United Kingdom to your international doorstep, your valuable consignment is robustly protected by comprehensive insurance, tracked with precision, and handled with the utmost professionalism and care by all parties involved in the chain of custody. This Policy is architected to provide our clients with absolute clarity, profound confidence, and complete peace of mind in our delivery promise, reinforcing the trust you place in IMPERIAL FACETS LIMITED.

Article 2: Scope of International Shipping & Serviceable Destinations

IMPERIAL FACETS LIMITED is proud to facilitate and champion the ethical and efficient global trade of fine diamonds and exquisite diamond jewellery. We maintain robust, strategically established shipping arrangements and partnerships, enabling us to serve a wide array of international regions and specific countries. Our current standard serviceable destinations include, but are not limited to:

NORTH AMERICA:

  • United States of America (including all contiguous states and relevant territories where permissible by our carriers)
  • Canada (all provinces and territories accessible through our designated carriers)

EUROPE:

  • European Union Member States: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
  • Other European Nations: Switzerland, United Kingdom (for domestic, specific terms may apply).

ASIA-PACIFIC & MIDDLE EAST:

  • Australia
  • Hong Kong (SAR)
  • Japan
  • Singapore
  • South Korea
  • Taiwan
  • United Arab Emirates (UAE) – all Emirates

Important Considerations:

  • Prospective Clients from Unlisted Destinations: Clients situated in geographical locations not explicitly enumerated above are strongly encouraged to engage directly with our dedicated export department. We will undertake a thorough assessment to determine the feasibility, specific terms, associated costs, and regulatory prerequisites for shipment to such destinations on a case-by-case basis.
  • Dynamic Service List: The Company expressly reserves the unequivocal right to amend, expand, or curtail this list of serviceable destinations at any time, without prior notice. Such amendments may be necessitated by changes in logistical carrier capabilities, international trade sanctions, geopolitical instability, customs regulations, or other factors impacting the viability or security of shipments.
  • Client Responsibility for Import Legality: The Client bears the sole responsibility for ensuring that the importation of Goods into their chosen destination country is permissible under local laws and regulations prior to placing an order.

Article 3: General Shipping & Handling Protocols – Ensuring Precision and Security

3.1. Order Processing & Dispatch Timelines:

  • Loose Diamond Consignments: Orders exclusively comprising loose diamonds are typically processed, meticulously verified, and prepared for secure dispatch within three (3) to five (5) United Kingdom business days. This timeline commences following the successful and complete verification of full payment (cleared funds) and the receipt and validation of all requisite client documentation (e.g., business registration, identification, End-User Certificates if applicable).
  • Diamond Jewellery Orders: Due to the intricate craftsmanship, bespoke setting work, and potential hallmarking requirements involved in their creation, diamond jewellery orders (including custom designs) will be assigned a specific “ships by” date. This date will be clearly communicated and itemized on the individual proforma invoice provided to the Client. This date reflects the estimated manufacturing, quality assurance, and preparation time required before dispatch.
  • Business Days & Exclusions: For the purpose of this Policy, "business days" refer to Monday through Friday, excluding nationally recognized public holidays in the United Kingdom. The Company does not dispatch Goods or facilitate deliveries on weekends (Saturday, Sunday) or on these UK public holidays.

3.2. Mandatory Signature on Delivery – A Critical Security Measure: To preserve the integrity and security of your high-value consignment, all shipments dispatched by IMPERIAL FACETS LIMITED unequivocally require a direct, in-person signature from the registered Client or a pre-authorized, bona fide employee or designated representative of the Client’s company upon delivery. Our contracted carriers are under strict contractual instructions not to leave packages unattended, deliver to alternative addresses not specified on the airway bill, or release Goods to unauthorized individuals. The Client is responsible for ensuring an authorized signatory is available at the specified delivery address during anticipated delivery windows. Failed delivery attempts due to the unavailability of an authorized signatory may result in additional charges or the return of the shipment at the Client's expense.

3.3. Prohibition of P.O. Box and Non-Physical Addresses: Under absolutely no circumstances can orders be shipped to a Post Office (P.O.) Box, Army Post Office (APO), Fleet Post Office (FPO), or any other non-physical, mail-forwarding, or temporary accommodation address. A complete, verifiable, and accurate physical street address for the registered business entity or agreed delivery point is mandatory for all orders to ensure secure and compliant delivery.

3.4. Minimum Order Value (MOV): To maintain the economic viability of export operations and associated logistical complexities, a Minimum Order Value (MOV) may be applicable to transactions. Any such MOV will be clearly communicated during the initial quotation phase and will be explicitly stated on the proforma invoice for the Client's agreement prior to payment.

3.5. Order Verification: The Company reserves the right to implement additional verification procedures for orders, including but not limited to requesting further identification or business documentation, particularly for new clients or high-value transactions, to mitigate risk and ensure compliance.

Article 4: Shipping Costs, Designated Carriers & Estimated Delivery Timeframes

4.1. Standardized Shipping & Handling Fee Structure: For enhanced transparency and to simplify budgeting for our Clients, IMPERIAL FACETS LIMITED has instituted a fixed, non-refundable shipping and handling fee. Unless otherwise explicitly agreed in writing for exceptional circumstances or promotions, this fee is £150.00 GBP (One Hundred and Fifty Great British Pounds Sterling) or its direct equivalent in United States Dollars (USD) or Euros (EUR), calculated at the prevailing exchange rate on the date of invoice issuance. This flat fee is consistently applied to all standard orders, irrespective of the number of items, total carat weight, or the final international destination within our serviceable regions. This fee covers standard secure shipping, transit insurance, and essential handling. It does not cover any duties, taxes, or import fees levied by the destination country. The Company reserves the right to adjust this fee with reasonable prior notice, though any agreed fee on a confirmed order (proforma paid) will be honoured.

4.2. Designated Logistics Partners – Experts in High-Value Cargo: All international shipments are exclusively facilitated through globally recognized, highly reputable, and secure courier services that specialize in the transportation of high-value and sensitive cargo. Our primary partners include, but are not limited to:

  • UPS® (United Parcel Service)
  • FedEx® (Federal Express)
  • DHL Express®
  • Malca-Amit
  • Brinks®

The selection of the specific carrier for any given shipment is at the sole and absolute discretion of IMPERIAL FACETS LIMITED. This decision is based on a comprehensive evaluation of factors including, but not limited to, the destination country, security protocols, route efficiency, value of the Goods, and prevailing logistical conditions to ensure the most secure and expedient transit.

4.3. Estimated Transit Times & Important Disclaimers: Shipments are typically dispatched utilizing an International Priority or equivalent express service. The estimated transit time, calculated from the date of dispatch from our United Kingdom facility to delivery at the Client's specified address, is generally between five (5) to ten (10) business days.

  • Estimate, Not Guarantee: This timeframe is an estimate based on typical carrier performance and does not constitute a guaranteed delivery date.
  • Potential Delays: The Client acknowledges and agrees that delays may occur due to a variety of factors beyond the reasonable control of IMPERIAL FACETS LIMITED. These factors include, but are not limited to: customs clearance procedures and inspections in the destination country, unexpected carrier-related operational issues (e.g., transport disruption, high volume periods), adverse weather conditions, geopolitical events, local public holidays in transit or destination countries, or other unforeseen circumstances. IMPERIAL FACETS LIMITED shall not be held liable for any such delays. We will, however, endeavour to provide timely updates if significant delays become known to us.

Article 5: Customs Clearance, Duties, Taxation, and Import Regulations – The Client’s Sole Responsibility

5.1. Importer of Record – Client’s Legal Obligation: The Client is, for all legal, transactional, and regulatory purposes, designated as the “Importer of Record” in the destination country. As the Importer of Record, the Client bears sole and absolute responsibility for:

  • Ensuring the accuracy, completeness, and veracity of all import declarations made to the relevant customs authorities.
  • The timely and full payment of any and all applicable customs duties, import taxes (e.g., Value Added Tax (VAT), Goods and Services Tax (GST)), tariffs, levies, brokerage fees, and any other clearance charges or government-imposed fees levied by the destination country’s government, customs, and revenue authorities.
  • Compliance with all import regulations, licensing requirements, and documentation standards of the destination country.

5.2. Country-Specific Information (Illustrative Guidance Only – Client Must Verify): The following information is provided for general guidance only and is subject to change without notice. IMPERIAL FACETS LIMITED is not a customs broker or tax advisor. Clients must consult with a qualified customs broker or tax advisor in their specific jurisdiction for the most current, accurate, and comprehensive information prior to placing an order.

  • United States of America: While loose, polished diamonds imported from the UK are often exempt from US federal import duties under current regulations, diamond jewellery typically incurs a tariff (this can range, for example, from approximately 5.5% to 7% of the declared value). The Client acknowledges that US trade policies, tariffs, and regulations are dynamic and subject to change, including the potential for reciprocal tariffs or other trade measures. State-level sales or use taxes may also apply.
  • United Kingdom (Re-imports or Specific Scenarios): For Goods exported from the UK and subsequently re-imported, or for domestic UK transactions if applicable, UK VAT at the prevailing rate (currently 20% as of May 2025, but subject to change) and any applicable duties would apply. For standard exports to clients outside the UK, UK VAT is typically zero-rated for the export sale by IMPERIAL FACETS LIMITED, but this does not negate the Client's responsibility for import taxes in their own country.
  • European Union (e.g., Belgium, a major diamond hub): Within the EU, loose diamonds and diamond jewellery imported from outside the EU are generally subject to VAT at the standard rate applicable in the EU country of import (e.g., approximately 21% in Belgium). While duties on polished diamonds are often 0%, this must be verified. Registered diamond traders within the EU may be eligible for VAT deferment, reverse charge mechanisms, or specific exemption schemes under local legislation (e.g., Article 143(1)(d) of the EU VAT Directive concerning goods remaining under customs warehousing). Clients must consult their local tax authorities or a fiscal representative.
  • Canada: Imports into Canada are typically subject to a federal Goods and Services Tax (GST) of 5%. Additionally, depending on the province or territory of delivery, a Harmonized Sales Tax (HST) or a Provincial Sales Tax (PST) may also be applicable, varying by region.
  • United Arab Emirates (UAE): A standard import duty (e.g., 5%) and VAT (e.g., 5%) are typically applicable to the CIF (Cost, Insurance, and Freight) value of imported diamonds and jewellery. Specific free zone regulations might apply differently.

5.3. Consequences of Refusal to Pay Duties & Taxes or Rejection of Shipment: Should the Client refuse to pay the requisite duties, taxes, or other import-related charges, or otherwise fail to clear the Goods through customs, leading to the shipment being held, returned to IMPERIAL FACETS LIMITED, or disposed of by customs:

  • The Client will be held liable for, and agrees to indemnify IMPERIAL FACETS LIMITED against, all costs incurred as a result of this refusal or failure. This includes, but is not limited to: the original non-refundable shipping and handling fee, the full cost of the return shipping to the United Kingdom (which is often significantly higher than the outbound cost), any duties, taxes, or penalties imposed on IMPERIAL FACETS LIMITED during the return process, storage fees, and any other ancillary charges.
  • Furthermore, a restocking and administrative fee equivalent to twenty percent (20%) of the total original invoice value of the Goods will be levied to cover the substantial administrative burden, reprocessing costs, and potential loss of market value.
  • Any remaining balance, after deducting all aforementioned costs and fees from the Client's original payment, may be refunded at the Company's discretion, or the Company may pursue recovery of any outstanding deficit from the Client.

Article 6: Legal Compliance, Export Documentation, and Client Cooperation

IMPERIAL FACETS LIMITED warrants that all exports are conducted in strict, unwavering adherence to all applicable United Kingdom export control laws, international trade regulations, and industry best practices. Each shipment will be accompanied by a comprehensive suite of legally required and commercially standard documents to facilitate smooth customs clearance:

6.1. Kimberley Process Certification Scheme (KPCS) Adherence: IMPERIAL FACETS LIMITED is unequivocally committed to the eradication of conflict diamonds from global trade. All rough and polished diamond exports are fully compliant with the stipulations of the Kimberley Process Certification Scheme (KPCS). Where applicable (typically for rough diamond exports, or as required by specific importing countries for polished diamonds), each shipment will be accompanied by a valid, government-issued Kimberley Process Certificate, attesting to the conflict-free origin and legitimate trade of the Goods. For polished diamonds, invoices will typically contain a warranty statement confirming KPCS compliance.

6.2. Standard Documentation Package: Unless specific additional documentation is required by the destination country or the nature of the transaction, each shipment will typically include:

  • Commercial Invoice: A meticulously detailed invoice itemizing the buyer (Client) and seller (IMPERIAL FACETS LIMITED), a full and accurate description of the Goods (including, where applicable, carat weight, cut, colour, clarity, dimensions, type of metal, jewellery specifics), quantity, unit price, total price, and the declared value for customs purposes.
  • Airway Bill (AWB) / Bill of Lading: The official shipping contract document issued by the designated carrier, detailing the consignor, consignee, flight/shipment details, tracking number, and the agreed terms of carriage.
  • Packing List: A comprehensive itemization of the contents of the parcel(s), correlating with the commercial invoice, to assist with customs verification and inventory reconciliation by the Client.
  • Certificate of Origin (if required/requested): A document certifying the country of origin of the Goods, which may be necessary for preferential tariff treatment in some jurisdictions.
  • Company Registration Details: Information substantiating IMPERIAL FACETS LIMITED’s legal registration with UK Companies House may be provided or referenced.
  • Export Licence (if applicable): For certain high-value Goods or destinations, a specific export licence issued by UK authorities may be required and will be included.

6.3. Client Obligation for Accurate Information and Cooperation: The Client is responsible for providing accurate and complete information required for all export and import documentation. The Company reserves the right to request additional documentation or verification from the Client to ensure compliance with all relevant laws and regulations. Failure to provide such information in a timely manner may result in shipment delays or cancellation, for which the Company will not be liable.

Article 7: Comprehensive Insurance & Risk of Loss Allocation

7.1. All-Risk Transit Insurance Coverage: Recognizing the significant value of the Goods, every international shipment dispatched by IMPERIAL FACETS LIMITED is covered by a comprehensive, all-risk marine insurance policy (or equivalent cargo insurance). This robust insurance coverage protects the full invoice value of the Goods against physical loss, theft, or damage occurring during transit. The insurance coverage commences from the moment the Goods leave the secure possession of IMPERIAL FACETS LIMITED’s facility and remains in full force and effect until the shipment is formally signed for and accepted by the Client or their authorized representative at the designated delivery address. The cost of this insurance is included within our standard shipping and handling fee.

7.2. Critical Inspection Upon Delivery – Client’s Absolute Responsibility: It is the Client’s absolute and non-delegable responsibility to meticulously inspect the external condition of the received package(s) before signing any delivery receipt or acceptance document provided by the carrier.

  • Signs of Tampering or Damage: Look for any evidence of tampering, unauthorized opening, resealing, crushing, punctures, water damage, or any other form of compromise to the parcel’s integrity.
  • Procedure if Damage/Tampering is Suspected: If the package appears to be damaged, opened, or tampered with in any way:
    1. Do NOT sign for the delivery unequivocally.
    2. Note the damage in detail on the carrier’s delivery receipt/electronic device before (if forced to) signing. Be specific (e.g., "Box crushed on corner," "Tamper seal broken").
    3. If possible, take clear photographic and videographic evidence of the damaged package before opening it and during the opening process.
    4. Immediately (within twenty-four (24) hours maximum) contact IMPERIAL FACETS LIMITED’s export department by email and telephone, providing all details and evidence.
    5. You may choose to refuse the delivery if the damage is significant and clearly indicates potential compromise to the contents. Discuss this with the carrier and inform us immediately. Failure to note damage on the delivery receipt at the time of signing may severely impede or invalidate any subsequent insurance claim.

7.3. Insurance Claim Process & Resolution:

  • In the unfortunate and rare event of a confirmed loss or damage to the Goods during transit (prior to acceptance by the Client), IMPERIAL FACETS LIMITED will take the lead in managing and processing the entire insurance claim with the underwriters.
  • Client Cooperation: The Client agrees to provide full and timely cooperation in this process. This includes, but is not limited to, providing detailed written statements, photographs, original packaging, completed claim forms, and any other documentation or information reasonably required by the insurer or IMPERIAL FACETS LIMITED to facilitate the claim.
  • Resolution: Once the insurer has investigated and formally approved and settled the claim, IMPERIAL FACETS LIMITED will offer the Client, at the Client’s election: a. A full refund of the amount recovered from the insurer for the lost or damaged Goods (which is intended to be the full invoiced value), or b. A replacement order for Goods of equivalent type, quality, and value, subject to availability and any necessary manufacturing lead times. The risk of loss or damage to the Goods shall pass from IMPERIAL FACETS LIMITED to the Client at the precise moment the Client or their authorized representative signs for and accepts the delivery from the carrier.

Article 8: B2B Returns, Refunds & Order Cancellations – Specific Conditions for Transactions

Given the nature of international transactions in the diamond and jewellery industry, which involve significant value, bespoke considerations, and fluctuating market conditions, the policies regarding returns, refunds, and cancellations are necessarily stringent and specific.

8.1. Order Cancellation Policy:

  • Within 24 Hours: A Client may request to cancel a confirmed order by providing written notice (email to the designated sales/export contact at IMPERIAL FACETS LIMITED is acceptable) within twenty-four (24) hours of their payment confirmation from IMPERIAL FACETS LIMITED, provided the Goods have not yet been allocated, irrevocably processed for dispatch, or, in the case of jewellery, entered the manufacturing phase. If these conditions are met, a full refund will typically be issued without penalty, less any unavoidable third-party transaction fees already incurred by IMPERIAL FACETS LIMITED.
  • After 24 Hours / Post-Processing: Cancellation requests received after this 24-hour window, or after the Goods have been picked, packed, allocated to a shipment, or manufacturing has commenced, may be approved or denied at the sole discretion of IMPERIAL FACETS LIMITED. If approved, such cancellations may be subject to a cancellation fee or restocking fee (detailed under 8.5 if Goods are already shipped) to cover costs incurred (e.g., administrative, labour, materials, insurance procurement). The Client will be informed of any applicable fees before the cancellation is finalized.

8.2. Return Policy (Transactions – Highly Restricted): IMPERIAL FACETS LIMITED is committed to delivering Goods that precisely match the specifications agreed upon in the proforma invoice and accompanying documentation (e.g., grading reports). Returns are highly restricted and are categorically not accepted for reasons such as:

  • Client’s remorse or "change of mind."
  • Fluctuations in market prices or demand.
  • Subjective assessments of appearance not related to documented specifications.
  • Inability to resell the Goods.

Returns will only be considered under the following two strictly defined scenarios:

  • Verifiable Shipment Error: If the Goods received by the Client demonstrably and materially do not conform to the precise specifications (e.g., carat weight, clarity, colour, dimensions, metal type, model) as explicitly detailed on the final, agreed-upon proforma invoice and any referenced GIA/IGI/HRD grading reports provided by IMPERIAL FACETS LIMITED. Minor, non-material variations inherent in natural diamonds or handcrafted jewellery may not qualify.
  • Undisclosed Significant Defect: In the highly unlikely event of a significant manufacturing defect or flaw present in the Goods that was not disclosed in the grading report, pre-shipment inspection reports (if any), or on the invoice, and which materially impacts the value or integrity of the item. Normal inclusions as per grading reports do not constitute defects.

8.3. Return Authorization Protocol:

  • To initiate a potential return claim under the strict conditions of Article 8.2, the Client must contact IMPERIAL FACETS LIMITED in writing (email acceptable) within a maximum of three (3) United Kingdom business days from the documented date of receiving the shipment.
  • This written notification must include:
    • The original IMPERIAL FACETS LIMITED invoice number.
    • A precise and detailed description of the alleged discrepancy or defect.
    • Clear, high-resolution photographic and, if helpful, videographic evidence supporting the claim. For diamonds, this may require comparison with the grading report.
  • IMPERIAL FACETS LIMITED will diligently investigate the claim based on the evidence provided and our internal records (including quality control images/videos taken prior to dispatch).
  • If IMPERIAL FACETS LIMITED, in its reasonable professional judgment, deems the claim potentially valid, a Return Merchandise Authorization (RMA) number will be issued to the Client, along with detailed instructions for the return shipment. No returns will be accepted or processed without a valid RMA number. An RMA issuance does not constitute a final admission of fault or an automatic guarantee of a refund.

8.4. Return Conditions and Secure Shipment Process (Post-RMA Issuance):

  • Timeliness: Any authorized return must be securely packaged and dispatched by the Client back to IMPERIAL FACETS LIMITED’s specified UK address within five (5) United Kingdom business days of the Client receiving the RMA number and instructions.
  • Original Condition & Packaging: The Goods must be returned in their absolute original, unaltered, unused, undamaged, and (if applicable) unopened tamper-evident packaging. All original documentation, including diamond grading certificates (GIA, IGI, HRD, etc.), pouches, boxes, tags, and any accessories provided with the Goods, must be included in the return shipment. Missing certificates will incur significant replacement fees or may void the return.
  • Client Responsibility for Return Shipment: The Client is solely responsible for the secure packaging of the return shipment to prevent damage during transit. The Client also bears the full cost and liability for the return shipping, including comprehensive transit insurance for the full invoiced value of the Goods. IMPERIAL FACETS LIMITED mandates the use of a reputable, tracked, and signature-required courier service (equivalent to the original shipping method) for all return shipments. Proof of shipment and tracking information must be provided to IMPERIAL FACETS LIMITED.
  • Risk of Loss on Return: IMPERIAL FACETS LIMITED will not be liable for any loss, damage, or theft occurring to the Goods during the return transit. The risk of loss for returned Goods remains with the Client until the Goods are safely received and signed for by an authorized representative of IMPERIAL FACETS LIMITED at our designated UK facility.
  • RMA Display: The issued RMA number must be clearly and legibly displayed on the exterior of the return parcel to ensure efficient processing upon receipt at our facility. Parcels received without a visible RMA number may be refused or experience significant processing delays.

8.5. Inspection and Refund Processing (Post-Return Receipt):

  • Upon receipt of the returned Goods at our UK facility, IMPERIAL FACETS LIMITED will conduct a thorough inspection and verification process. This includes comparing the Goods against our pre-shipment records, photographs/videos, grading certificates, and the Client’s stated reason for return. We may also consult with independent gemmological experts if deemed necessary.
  • Approval: If, after this rigorous inspection, IMPERIAL FACETS LIMITED confirms the validity of the return claim (i.e., verifiable shipment error or undisclosed significant defect as per Article 8.2), a refund corresponding to the original invoiced value of the specific returned item(s) will be processed.
  • Deductions: The original shipping and handling fee (£150.00 GBP or equivalent) paid by the Client is non-refundable and will be deducted from any refund amount. Any costs associated with missing or damaged certificates or original packaging will also be deducted.
  • Method and Timing: Approved refunds will typically be issued to the Client’s original payment method (e.g., bank transfer) within thirty (30) calendar days from the date IMPERIAL FACETS LIMITED formally approves the return after inspection. Bank processing times may vary.
  • Rejection of Return: If the returned Goods are found to be altered, damaged by the Client, not matching the original specifications, or if the reason for return is deemed invalid under this Policy, the return will be rejected. The Client will be notified, and the Goods will be shipped back to the Client at the Client’s full expense (including shipping and insurance).

8.6. Explicit Exceptions and Limitations on Returns: For the avoidance of doubt, returns will NOT be accepted, and refunds will NOT be issued under (but not limited to) the following circumstances:

  • Buyer’s remorse, change of preference, subjective dissatisfaction with aesthetic aspects (e.g., "I don’t like how it looks") when the item matches documented specifications.
  • Damage, loss, or tampering that occurred after successful delivery to and acceptance by the Client (or their authorized representative) and is therefore outside IMPERIAL FACETS LIMITED’s control or the initial transit insurance coverage.
  • Goods returned without a valid, officially issued RMA number from IMPERIAL FACETS LIMITED.
  • Goods returned outside the specified return window (5 business days from RMA issuance).
  • Goods that have been used, worn, altered, engraved, resized, recut, repolished, or modified in any way whatsoever after delivery.
  • Goods for which the original diamond grading certificate(s) are missing, damaged, or appear fraudulent.
  • Diamonds or jewellery that have been set, mounted, or incorporated into other pieces by the Client or a third party after delivery.
  • Discrepancies or defects that were already disclosed or are inherent characteristics of the specific grade of the diamond (e.g., inclusions consistent with a VS2 clarity grade).

Article 9: Force Majeure

IMPERIAL FACETS LIMITED shall not be deemed in breach of this Policy or otherwise liable to the Client for any delay in performance or non-performance of any of its obligations hereunder, or for any loss or damage to Goods, to the extent that such delay, non-performance, loss, or damage is due to any event or circumstances beyond its reasonable control (a "Force Majeure Event"). Such Force Majeure Events include, but are not limited to: acts of God, war, terrorism, insurrection, riots, civil unrest, fire, flood, earthquake, storm, or other natural disasters, strikes, lockouts or other industrial disputes, embargoes, sanctions, pandemics, epidemics, failure of or interruption to telecommunications, power supply, or transport networks, actions of governmental or regulatory authorities, or delays caused by customs authorities or carriers that are not attributable to the Company's negligence. Upon the occurrence of a Force Majeure Event, the Company will notify the Client as soon as reasonably practicable and will use reasonable endeavours to mitigate the effects of the event.

Article 10: Governing Law and Dispute Resolution

This Shipping Policy, and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this Policy or its subject matter or formation.

Article 11: Amendments to This Policy

IMPERIAL FACETS LIMITED reserves the undisputed right to amend, modify, or update this Shipping Policy at any time, at its sole discretion. Any such changes will be effective immediately upon posting the revised Policy on our official website or direct notification to Clients. The "Last Updated" date at the beginning of this Policy will indicate the latest revision. It is the Client’s ongoing responsibility to review this Policy periodically for any changes. Continued engagement in business with IMPERIAL FACETS LIMITED, including the placement of new orders following the posting of an updated Policy, shall constitute the Client’s binding acceptance of such amendments.

Article 12: Severability

If any provision or part-provision of this Shipping Policy is or becomes invalid, illegal, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision or part-provision under this Article shall not affect the validity and enforceability of the rest of this Policy.

Article 13: Entire Agreement and Precedence

This Shipping Policy, in conjunction with IMPERIAL FACETS LIMITED’s overarching Terms of Service and any specific terms agreed upon in a signed Proforma Invoice or Sales Contract, constitutes the entire agreement between IMPERIAL FACETS LIMITED and the Client with respect to the shipping, handling, insurance, and delivery of Goods. It supersedes all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, with respect to these matters. In the event of any conflict between this Policy and the general Terms of Service, the provisions of this Shipping Policy shall take precedence concerning matters of shipping and delivery. In case of a conflict with a specifically negotiated and signed Proforma Invoice or Sales Contract, the terms of that specific invoice or contract shall prevail for that particular transaction only.

Article 14: Contact Information for Shipping & Export Inquiries

For any questions, clarifications, or communications related to this Shipping Policy, international shipping procedures, or the status of an existing shipment, Clients should contact IMPERIAL FACETS LIMITED’s Export Department directly:

IMPERIAL FACETS LIMITED 128 City Road, London, United Kingdom, EC1V 2NX Phone: +44 7822 016269 Email: [email protected]  

By placing an order with IMPERIAL FACETS LIMITED, the Client explicitly confirms that they have read, fully understood, and unconditionally agree to all the terms and conditions stipulated within this International Shipping Policy.