Refund policy
RETURN AND REFUND POLICY
Last updated: 14 October 2026
This Return and Refund Policy applies to purchases made from O’HARA DIAMONDS, operated by SIA “Sun Two”.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your purchase within 14 days without giving any reason, unless one of the exceptions stated below applies.
The 14-day withdrawal period begins on the day when you, or a third party designated by you other than the carrier, receives the item. If multiple items from one order are delivered separately, the period begins when the final item is received.
To exercise your right of withdrawal, you must inform us before the 14-day period expires by an unequivocal statement of your decision to withdraw. You may use the model withdrawal form below, but this is not obligatory. Send the statement by email to hello@oharadiamonds.com or by post to the return address below.
Please include:
your full name;
order number;
the item you wish to return;
your contact details.
These details help us identify and process your request. Omitting one of them does not invalidate an otherwise clear and timely notice of withdrawal if we can identify the contract.
After notifying us of your withdrawal, you must send the item back without undue delay and no later than 14 days from the date on which you notified us.
RETURN ADDRESS
SIA “Sun Two”
O’HARA DIAMONDS
Egļu iela 19
Rīga, LV-1024
Latvia
Please contact us before shipping high-value jewellery so that we can provide secure packing and return instructions. Prior contact or return authorisation is not a condition for exercising a valid statutory right of withdrawal. The published address above can be used for withdrawal notices and returns, unless we agree an alternative appropriate return address with you. Please include sufficient information to identify your order; missing information may delay processing but does not invalidate an otherwise clear and timely withdrawal notice.
RETURN CONDITION
You may inspect and try on an item only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way that you would be permitted to inspect it in a physical shop.
When returning an item, please include:
the jewellery item supplied by O’HARA DIAMONDS;
the original jewellery box and packaging;
all diamond or gemstone certificates;
authenticity documents;
tags and security seals;
accessories and promotional items supplied with the order;
proof of purchase.
Please do not wear the jewellery beyond a reasonable fitting, resize or alter it, engrave it, repair it, expose it to chemicals, or remove any security tag or tamper-evident seal if you may wish to return it.
All returned jewellery is inspected and authenticated. We may verify the item’s identity, weight, measurements, gemstones, certificate number, serial number, security markings and condition.
You are responsible for any reduction in value caused by handling the item beyond what is necessary to establish its nature, characteristics and fit. Where permitted by law, we may deduct the documented reduction in value from the refund. This may include loss in value caused by wear, scratches, damage, alteration, removed security markings, missing certificates, substituted stones, or incomplete packaging. You are not liable for any reduction in value if we failed to provide the legally required information about the right of withdrawal.
An item that is not the item originally supplied by O’HARA DIAMONDS, or that has been substituted, materially altered or fraudulently returned, will not qualify for a refund.
SECURITY SEAL AND PRODUCT INSPECTION
High-value jewellery may be delivered with an individually numbered, tamper-evident security seal attached to the item. The seal is designed to allow reasonable inspection and fitting while discouraging the item from being worn beyond what is necessary to assess its nature, characteristics and fit.
If you may wish to return the item, please do not remove, cut, damage or replace the security seal.
Removal or damage of the security seal does not by itself exclude any mandatory statutory right of withdrawal. However, it may indicate that the item has been handled or used beyond what is necessary for reasonable inspection. In such cases, the item will undergo an enhanced condition and authenticity inspection.
Where permitted by law, O’HARA DIAMONDS may deduct any documented reduction in value resulting from use or handling beyond reasonable inspection. This may include wear, scratches, deformation, contamination, exposure to cosmetics or chemicals, alteration, missing documents, damage to the item, or any other condition preventing it from being resold as new.
Each security seal number may be recorded in the order documentation together with photographs, video, weight, measurements, gemstone details and certificate numbers taken before dispatch.
CUSTOM-MADE AND PERSONALISED ITEMS
The right of withdrawal does not apply to goods made to the customer’s specifications or clearly personalised.
This may include, where specified before purchase:
engraved jewellery;
jewellery made or altered to a customer’s individual measurements;
non-standard ring sizes or other non-standard dimensions;
jewellery manufactured or materially modified according to the customer’s instructions;
a diamond or gemstone selected by the customer and combined with a chosen setting, but only where the finished jewellery is genuinely made to the customer’s specifications or clearly personalised;
bespoke designs and other clearly personalised pieces.
Selecting a standard combination of stone and setting does not automatically remove the right of withdrawal. This exception applies only where the finished item is genuinely made to the customer’s specifications or clearly personalised and this was disclosed before purchase.
The applicable product page and order confirmation will identify when an item is made to the customer’s specifications or clearly personalised and therefore cannot be returned under the statutory right of withdrawal.
A manufacturing defect or lack of conformity is handled separately and is not excluded merely because an item is personalised.
READY-TO-SHIP AND SALE ITEMS
Non-personalised Ready-to-Ship jewellery may be returned within the applicable 14-day withdrawal period.
The same statutory withdrawal rights apply to discounted or sale items unless the item is made to the customer’s specifications, clearly personalised, or another legal exception applies.
RETURN SHIPPING
For returns resulting from a change of mind or exercise of the right of withdrawal, the customer is responsible for the direct return shipping costs.
Because jewellery may be valuable, the return must be securely packaged and sent using a tracked shipping method with insurance appropriate to the value of the item. Please retain the shipping receipt and tracking information until the return and refund have been completed.
Do not send returns by cash-on-delivery services.
If an item is defective, damaged in transit or incorrect, O’HARA DIAMONDS will cover the reasonable return shipping costs and provide appropriate instructions.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order immediately after delivery.
If the item is damaged, defective, does not match the agreed description or is not the item ordered, contact us as soon as reasonably possible at hello@oharadiamonds.com. To help us evaluate the issue, we may request photographs, video, packaging information or other reasonable evidence.
Notification after delivery does not limit any mandatory rights you may have under applicable consumer protection law.
REFUNDS
After receiving and inspecting the returned item, we will notify you of the outcome.
Where the right of withdrawal has been validly exercised, we will refund all payments required by applicable law, including the cost of our least expensive standard delivery option. Any additional amount paid for express, premium or other non-standard delivery is not refundable unless required by law.
The refund will be made to the original payment method. We may withhold the refund until we have received the returned item or you have supplied evidence that it has been sent back, whichever occurs first.
We will reimburse you without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw, subject to our right described above to withhold reimbursement until we receive the returned item or evidence that it has been sent back. After we issue the reimbursement, your bank or payment provider may need additional time to credit the amount to your account.
EXCHANGES
We do not process direct exchanges. If an eligible item is returned and accepted, you may place a new order for the replacement item.
ORDER CANCELLATIONS
To request cancellation before dispatch, contact hello@oharadiamonds.com immediately.
Ready-to-Ship orders may be cancelled before dispatch where operationally possible.
An order for an item made to the customer’s specifications or clearly personalised may not be cancelled once production, alteration, engraving, stone allocation or assembly has begun, unless we expressly agree otherwise or mandatory law requires it.
MANDATORY CONSUMER RIGHTS
Nothing in this policy limits any mandatory rights available to you under applicable consumer protection law. If the law applicable to your purchase provides greater protection than this policy, the mandatory legal provisions will apply.
MODEL WITHDRAWAL FORM
You may use this form to withdraw, but it is not obligatory.
To: SIA Sun Two, O’HARA DIAMONDS, Egļu iela 19, Riga, LV-1024, Latvia; hello@oharadiamonds.com
I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if submitted on paper):
Date:
CONTACT DETAILS
O’HARA DIAMONDS
Operated by SIA “Sun Two”
Registration number: 40203243097
VAT number: LV40203243097
Registered address: Egļu iela 19, Rīga, LV-1024, Latvia
Email: hello@oharadiamonds.com