OUR PROMISE
At Pronoia Diamonds, we understand that acquiring fine jewellery is a deeply personal decision. Whether you are selecting a diamond engagement ring, a rare coloured stone, or an eternity band, we want you to feel completely confident in your purchase. Our returns and exchanges policy has been designed with your trust in mind.
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AT A GLANCE
◇ 30-Day Window
All eligible returns and exchanges must be initiated within 30 days of delivery.
◇ Complimentary Resizing
Ring resizing is complimentary within your first 30 days — and remains so for up to two years from purchase.
◇ Flexible Refunds
Refunds for faulty items are issued to your original payment method or as store credit — your choice.
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WHEN CAN YOU RETURN AN ITEM?
We accept returns and issue a full refund where an item is found to be faulty, damaged, or materially different from its description. In these cases, Pronoia Diamonds will cover all return shipping costs and process your refund promptly.
If you have changed your mind or are unhappy with your purchase, we are pleased to offer an exchange within 30 days, provided the item meets our return condition criteria below. Please note that a monetary refund cannot be issued on the basis of a change of mind alone.
All items returned must be unworn and in their original condition, accompanied by their original packaging and any certificates, documentation, or receipts. Items showing signs of wear or returned without original paperwork will not be accepted.
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EARRINGS
For hygiene reasons, earrings are non-refundable unless proven to be faulty. However, if your earrings are unworn and returned in their original packaging with all documentation, we are happy to facilitate an exchange within the 30-day window.
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BESPOKE & CUSTOM-MADE JEWELLERY
Our bespoke pieces are designed exclusively for you and cannot be returned for a refund unless found to be faulty or defective. We work closely with each client throughout the creation process to ensure the result is exactly as envisioned.
Should you wish to make an alteration to a bespoke piece, we will always endeavour to accommodate your request. In some circumstances, an exchange may also be possible — please contact us to discuss your individual situation and we will advise the best course of action.
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COMPLIMENTARY RING RESIZING
We know that finding the perfect fit is just as important as finding the perfect ring. That is why we offer complimentary resizing on all rings within the first 30 days of purchase — and we are delighted to extend this service free of charge for up to two years from the date of purchase.
Simply contact our team at info@pronoiadiamonds.co.uk and we will guide you through the process.
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HOW TO INITIATE A RETURN OR EXCHANGE
Step 1 — Contact Our Team
Email us at info@pronoiadiamonds.co.uk within 30 days of receiving your order. Please include your order number, the reason for your return, and — where applicable — photographs of any fault or damage.
Step 2 — Await Confirmation
A member of our team will respond within 2 business days to confirm eligibility and provide full return instructions, including a returns authorisation reference.
Step 3 — Package Your Item Securely
Return the item in its original packaging with all certificates and documentation included. We strongly recommend using an insured, tracked delivery service. Pronoia Diamonds cannot be held responsible for items lost or damaged in transit on customer-arranged returns.
Step 4 — Refund or Exchange Processed
Once your item is received and inspected, your refund or exchange will be processed within 5–7 business days. Refunds are issued to your original payment method or as store credit — whichever you prefer.
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HAVE A QUESTION?
Our team is here to ensure your experience with Pronoia Diamonds is nothing short of exceptional.
📩 info@pronoiadiamonds.co.uk
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This policy is in accordance with the UK Consumer Rights Act 2015 and does not affect your statutory rights. Pronoia Diamonds reserves the right to assess all returned items prior to processing a refund or exchange. Returns that do not meet the criteria outlined above may be declined or returned to the customer.
