Exchange and Return Policy
Returns & Right of Withdrawal | Cha Diamonds
At Cha Diamonds, we strive for complete transparency regarding our return conditions. Because some jewelry in our collection can be customized to the customer's wishes, certain products are subject to different return conditions than standard collection products.
On this page, we explain when a product can be returned and when the statutory right of withdrawal may not apply.
Statutory Right of Withdrawal
For products that have not been personalized or specially customized to your wishes, the statutory right of withdrawal of 14 days applies from the day you received your order.
Within this period, you can register your return without stating a reason.
After registering the return, you then have 14 days to send the product back to us.
To be eligible for a full refund, the product must, insofar as reasonably possible, be returned unused, undamaged, and complete, including any certificates, packaging, and accompanying documentation.
Products Excluded from Withdrawal
For products that have been specially manufactured or personalized according to your individual specifications, the statutory right of withdrawal does not apply.
This may include, among others:
Engraved jewelry
Personalized designs
Specially requested modifications that are not part of the standard collection
Custom-made orders manufactured specifically for one customer
Tennis bracelets made to a specific length or made to measure for you
The assessment of whether a product qualifies as custom-made or personalized is based on applicable consumer law.
Check Your Order Carefully
We advise you to carefully check all selected options before finalizing your order, including:
Ring size
Bracelet size
Chain length
Gold color
Any engravings
Other personalizations
Do you have doubts about a size or version? Feel free to contact us before ordering. We are happy to help you make the right choice.
Damaged, Defective, or Incorrectly Delivered Product
We pay great attention to the inspection and shipping of every order.
Did you receive a damaged product, a product with a manufacturing defect, or an item that differs from your order? Please contact us as soon as possible.
For this, send an email to:
Please include:
Your order number
A brief description of the problem
Clear photos of the jewelry
If applicable, photos of the packaging
We carefully assess every report and always seek a suitable solution.
Warranty and Manufacturing Defects
In the event of a material or manufacturing defect, this falls under our warranty conditions.
Depending on the situation, we can:
Repair the jewelry
Replace the jewelry
Offer another suitable solution
You can find more information about this on our Warranty & Quality page.
Refunds
When a return shipment is approved, the purchase amount will be refunded via the same payment method used for the original payment, unless otherwise agreed.
Refunds are issued within the statutory period after the returned product has been received or sufficient proof of return shipment has been provided.
Return Costs
Unless otherwise agreed, the costs for returning a product are borne by the customer.
If a return is the result of a manufacturing defect, transport damage, or an error on our part, we will, of course, cover the reasonable return costs.
Contact
Do you have questions about returns, warranty, or your order?
Feel free to contact us via:
Email: info@chadiamonds.com
We are happy to help.
Legal Information
For agreements concerning products that have been manufactured according to the consumer's specifications or that are clearly personal in nature, the statutory right of withdrawal may be excluded in accordance with Article 16 of Directive 2011/83/EU on consumer rights and the national legislation based thereon.
