RETURNS, CANCELLATIONS & REFUNDS

Last updated: 11 September 2026

This policy applies to purchases made from O’HARA DIAMONDS, operated by SIA Sun Two, registration number 40203243097, registered address Egļu iela 19, Rīga, LV-1024, Latvia, Latvia (“O’HARA”, “we”, “us”).

Contact: hello@oharadiamonds.com

1. Product categories

Our jewellery is sold in one of the following categories. The applicable category is displayed on the product page and in the order confirmation.

Ready to Ship

A finished, standard item that has not been manufactured or personalised specifically for the customer.

Eligible consumers may exercise the statutory right of withdrawal described below.

Made to Order

A non-prefabricated item manufactured, assembled, set, sized or otherwise produced after the order is accepted, on the basis of the customer’s individual selections or specifications shown in the order.

These specifications may include the selected diamond or diamond specification, diamond origin, carat weight, gold colour, jewellery dimensions, chain or bracelet length, setting, engraving or another individually selected product characteristic.

Where a product is clearly identified before purchase as Made to Order and manufactured according to the customer’s individual specifications, the statutory right of withdrawal does not apply.

Bespoke or Personalised

Jewellery created, engraved, resized, modified or personalised specifically for the customer is not eligible for cancellation, exchange or return due to change of mind.

This does not affect the customer’s statutory rights if the item is faulty, damaged upon delivery or does not conform to the confirmed order specification.

2. Order acceptance and cancellation

Submitting an order constitutes an offer to purchase. An automated order acknowledgement does not constitute acceptance of the order.

The contract is concluded when O’HARA sends an Order Acceptance or confirms that the order has entered processing or production.

We may decline or cancel an order before acceptance if:

• the selected item or material is unavailable;

• the displayed price or product information contains an evident error;

• payment cannot be authorised;

• identity, payment or delivery-address verification cannot be completed;

• the order is identified as potentially fraudulent; or

• delivery cannot be completed safely to the selected destination.

Any payment collected for an order that we do not accept will be refunded.

A Ready-to-Ship order may be cancelled before dispatch where operationally possible.

A Made-to-Order, bespoke or personalised order cannot be cancelled after Order Acceptance, including where production or assembly has not yet been completed.

3. Statutory withdrawal right for eligible products

For eligible Ready-to-Ship products purchased online by an EU consumer, the customer may withdraw from the purchase within 14 calendar days without giving a reason.

The withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, receives the product.

To exercise this right, the customer must send an unequivocal withdrawal notice to [EMAIL] before the 14-day period expires. The notice should include the customer’s name, order number and the product being returned.

Using our return form is recommended but is not mandatory.

After notifying us, the customer must send the product back within 14 calendar days.

4. Return authorisation and secure delivery

Due to the nature and value of our jewellery, customers should contact us before sending any product back. We will provide a return reference and secure return instructions.

Products must not be returned to our registered office or to any address shown on the original shipping label unless we have confirmed that address in writing.

For a change-of-mind return, the customer bears the direct cost of insured return shipping.

Where available, O’HARA may provide an insured return label or arrange secure collection. The direct cost of that service may be deducted from the refund, provided the customer has been informed of the amount before accepting the service.

The customer must package the jewellery securely and include all certificates, grading reports and accessories received with it.

Unauthorised, uninsured or inadequately packaged shipments may create additional risk and may affect our ability to recover loss caused by the customer’s handling or packaging.

5. Permitted inspection and diminished value

The customer may inspect a returnable product only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same manner as would normally be permitted in a jewellery store.

The jewellery must not be:

• worn beyond a brief fitting;

• altered, resized, engraved or repaired;

• cleaned or polished by a third party;

• damaged, scratched or exposed to chemicals;

• separated from its corresponding diamond report or certificate;

• substituted, modified or tampered with.

All returned jewellery is documented, authenticated and inspected. We may verify its weight, dimensions, stones, setting, hallmark, serial or certificate number, security tag and signs of wear or alteration.

The statutory right of withdrawal is not automatically lost merely because original packaging is opened. However, the customer is responsible for any diminished value caused by handling beyond what is necessary to inspect the product.

Missing or damaged certificates, grading reports, presentation packaging, accessories or security elements may materially reduce the value of the returned product. Where permitted by law, we may deduct the objectively supported diminished value from the refund.

Suspected substitution, certificate misuse, deliberate damage or return fraud may be reported to the payment provider, insurer and relevant authorities.

6. Refunds

Eligible refunds will be made to the original payment method.

We will refund:

• the eligible product price; and

• the cost of the least expensive standard outbound delivery method offered for the order.

Premium, express or other supplementary delivery costs selected by the customer are not refundable beyond the cost of the least expensive standard delivery option.

Refunds will be processed without undue delay and no later than required by applicable law. Where legally permitted, we may withhold the refund until we receive the returned product or the customer supplies adequate evidence that it has been sent, whichever occurs first.

Banks and payment providers may require additional time to display the refund after it has been issued.

7. Exchanges

We do not guarantee direct exchanges.

Where an eligible Ready-to-Ship product is returned, the original order will normally be refunded and the customer may place a new order.

Made-to-Order, bespoke and personalised products cannot be exchanged due to a change of preference, size, gold colour or other customer-selected specification.

Any discretionary alteration or resizing service agreed after delivery is separate from the statutory withdrawal process and may involve additional costs.

8. Faulty, damaged or incorrect products

The exclusion of withdrawal rights for Made-to-Order or personalised jewellery does not exclude statutory rights relating to faulty, damaged or non-conforming goods.

Customers should inspect the shipment promptly and contact [EMAIL] as soon as reasonably possible if:

• the shipment appears damaged or tampered with;

• the wrong product was delivered;

• the jewellery does not match the confirmed specification; or

• a product appears to have a manufacturing defect.

Please retain the product, packaging, shipping label, certificate and all accompanying materials. Photographs or video may help us assess the matter but will not replace rights available under applicable consumer law.

Where a valid non-conformity claim is established, O’HARA will provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund. O’HARA will bear the necessary return cost for confirmed faulty, damaged or incorrect goods.

Normal wear, accidental damage, impact damage, bent settings, broken chains caused by external force, loss of a product, inappropriate cleaning, unauthorised repair and failure to follow reasonable care instructions are not manufacturing defects.

9. Certificates and product components

Any grading report or certificate included with a product forms part of that product and must be returned with it.

A certificate applies only to the corresponding diamond or jewellery item identified by its report number or specifications. Removal, substitution or mismatch of a diamond, certificate or product component may prevent the returned product from being treated as the product originally supplied.

Not every diamond used in multi-stone jewellery is individually graded. The documentation included with each product will be stated on the relevant product page or order confirmation.

10. Delivery verification

High-value deliveries may require:

• a signature;

• identity or age verification;

• payment-address verification;

• delivery only to the confirmed address;

• collection from a secure carrier location; or

• additional verification before a delivery address can be changed.

The customer is responsible for providing complete and accurate delivery information and for ensuring that an authorised person can safely receive the shipment.

A request to change the recipient or delivery address may require renewed verification and may delay dispatch.

11. Mandatory consumer rights

Nothing in this policy limits any mandatory consumer right that cannot lawfully be excluded.

Where the customer resides in another EU country, the customer retains any mandatory protections applicable under the law of their country of residence.

These terms do not limit the statutory legal guarantee for goods that are faulty or do not conform to the contract.

Model withdrawal notice

To: SIA Sun Two / O’HARA DIAMONDS
Email: hello@oharadiamonds.com
Return address: supplied with the return authorisation

I hereby give notice that I withdraw from the contract for the purchase of the following goods:

Order number:
Product:
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature, only if submitted on paper: