Terms & Conditions

AGREEMENT

These Terms govern your access to and use of the Website (diamondsfactory.co.nz) and its content, including any information, text, images, photos, designs, files, software, music, sound, and video ("Website Content"), provided by Neve Jewels NZ Limited. Your continued use of the Website after any changes constitutes your acceptance of the updated terms.

Age Restriction and Legal Capacity

By placing an Order through our Website, you warrant and represent that you are at least 18 years of age and possess the legal capacity to enter into a binding contract under the law of New Zealand.

If you are under 18 years of age, you may not place an Order directly or create an account. Any purchase intended for an individual under 18 must be made directly by a parent or legal guardian, who will act as the contracting party and assume full legal responsibility under these Terms.

We reserve the right to request proof of age or identity at any time and to cancel any Order immediately if we reasonably suspect that it was placed by a person under 18 years of age. Please note that all finance and credit payment options (including Afterpay) are strictly available only to New Zealand residents aged 18 and over, subject to status and credit assessment.

USE OF WEBSITE

• Diamonds Factory grants you a non-exclusive, revocable licence to use the Website, but you shall not amend or modify any Website Content.
• You shall not exploit the Website Content (or any part thereof) for any commercial use or purpose except as specifically agreed with Diamonds Factory in connection with the services provided through the Website.
• You are granted a non-exclusive and revocable right to create a hyperlink to the Website provided that such link does not portray Diamonds Factory or any services provided in connection with Diamonds Factory in a false, misleading or offensive manner, or claim any association with Diamonds Factory.
• You shall not use any Diamonds Factory logo, design or trademark or any other intellectual property rights belonging or licensed to Neve Jewels NZ Limited T/a Diamonds Factory in connection with the aforesaid link without the express written consent of Diamonds Factory.
• Diamonds Factory reserves the right to make changes from time to time to the Website Content.
• If you submit any user generated content (such as reviews or comments), you grant us a non-exclusive, royalty-free license to use, re-produce, and display such content on the website.
• You must comply with all applicable laws when using the Website, including not uploading harmful code or infringing third-party rights.

INTELLECTUAL PROPERTY RIGHTS

• All intellectual property rights in the Website and Website Content are owned by us or our licensors. Your use does not grant any ownership rights.
• You may not publish, broadcast, retransmit, distribute, disseminate, sell, circulate or otherwise make available any part of the Website Content to any third party without the express written consent of Diamonds Factory;
• Any copy you make of any part of the Website Content must retain any copyright or other intellectual property notices contained in the original material together with an acknowledgment that such material is the property of Diamonds Factory or its Licensors; and
• You acknowledge that some parts of the Website Content may be subject to other intellectual property rights reserved by Licensors and, notwithstanding any other provision in these Terms, you acknowledge that no sub-licence is granted to you by Diamonds Factory in respect of any such intellectual property rights except to the extent necessary to give effect to your rights as expressly set out in these Terms.

LIABILITY

• We will use reasonable endeavors to ensure the Website is accessible, but we do not guarantee uninterrupted access and are not liable for any restrictions, interruptions, or delays, except where caused by our negligence or breach.
• You acknowledge that we do not make any representation or warranty (whether express or implied) that any Website Content is free of viruses or harmful components and Diamonds Factory accepts no responsibility or liability for the same.
• To the extent permitted by law, our total liability for claims arising from these Terms, the Website, or Products is limited to the price paid for the Products. This does not apply to liability for death, personal injury, or any liability that cannot be excluded under law, including guarantees under the CGA or other laws including consumer guarantees of conformity and acceptable quality. If we are liable, remedies are limited to those under the CGA (e.g. repair, replacement, price-reduction or termination) or where permitted, the order amount.
• Diamonds Factory does not bear any liability arising out of any defects from any design, if any adjustments, alterations or any other modification has been carried out to the products by any third person, who is not authorized by Diamonds Factory. If we are liable, remedies are limited to those under the CGA (e.g. repair, replacement, price reduction or termination of the agreement) or where permitted, the order amount.
• You must observe and comply with all the applicable regulations and legislations, including all necessary customs, import or other permits to purchase from our website. The importation or exportation of the products displayed on the website may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the products you purchase.
• You must observe and comply with all the applicable regulations and legislations, including all necessary customs, import or other permits to purchase from our website. The importation or exportation of the products displayed on the website may be prohibited by certain national laws. We make no representation and accept no liability in respect of the import or export of the products you purchase. This does not affect your CGA rights for NZ deliveries.
• We provide the Website and Products on an "as is" basis, but this does not exclude CGA guarantees, such as that Products are of acceptable quality, fit for purpose, and match descriptions. We are not liable for defects from unauthorized third-party modifications, but this does not affect CGA rights for manufacturing issues. If we are liable, remedies are limited to those under the CGA (e.g., repair, replacement, refund) or, where permitted, the Order amount.
• We reserve the rights to change any information, price or content and improvise the website at any time without any notice.

Nothing in these Terms & Conditions excludes, restricts, or modifies any guarantees, rights, remedies, or liabilities under the Consumer Guarantees Act 1993 (CGA), Fair Trading Act 1986 (FTA), or any other applicable law that cannot be excluded by agreement.

PRIVACY

• Your privacy is important to us. We comply with the Privacy Act 2020 and the Information Privacy Principles.
• By using the Website, you agree to our Privacy Policy at diamondsfactory.co.nz/privacy-policy, which explains how we collect, use, disclose, and protect personal information per the Privacy Act 2020 and Information Privacy Principles.
• We may collect personal information (such as name, email, phone, and payment details) when you place an Order, sign up for newsletters, or interact with the Website. This information is used for purposes like processing Orders, marketing (with your consent), and improving services.
• As Neve Jewels NZ Limited is a subsidiary of Neve Jewels Ltd (UK), we may disclose your personal information to our UK parent company or affiliates for group operational purposes (e.g., order fulfilment, marketing campaigns data, customer behaviour analysis or customer support).
• You may contact our Data Protection Officer at data.controller@nevejewels.com for queries/complaints.

We take reasonable steps to ensure overseas recipients comply with New-Zealand privacy laws, such as through contractual safeguards. If you do not consent to this, please contact us, but it may limit our ability to provide services. For more details, including how to access, correct, or complain about your personal information, see our Privacy Policy.

COLLECTION OF PERSONAL DATA

• We may collect personal data, such as name, email address, and phone number, when you fill out a form on the website or sign up for a newsletter.
• This personal data will only be used for the specific purposes as mentioned in the above “Privacy clause” it was collected for, and may be shared with Group Companies for those purposes, subject to our Privacy Policy.
• We are 100% committed to protecting your privacy and security and we totally appreciate and respect how important privacy is. We will strive to ensure that your data is not used for any other than aforementioned by us or by the third parties engaged by us.
• Please refer to our Privacy Policy for full details on how we handle your data in compliance with the Privacy Act 2020 including our details on accessing or correcting your data, overseas disclosure (if any e.g. to our UK parent company) data security measures, and how to make a complaint

GOVERNING LAW

• These Terms and Conditions do not affect your statutory rights.
• If any provision in these terms and conditions is prohibited by law or judged by a court to be unlawful, void or unenforceable, the provision shall, to the extent required, be severed and rendered ineffective as far as possible without modifying the remaining provisions and shall not in any way affect any other circumstances of or the validity or enforcement of these terms and conditions.
• These Terms, the Website, and contracts are governed by laws of New Zealand . Any dispute not resolved via complaints process will be subject to the exclusive jurisdictions of the courts of New Zealand.
• If you have a complaint, please contact us first at service@diamondsfactory.co.nz. We aim to resolve disputes amicably.
• You may also refer matters to the Commerce Commission or the Privacy Commissioner or the Office of the Privacy Commissioner..
• The limitation period for bringing a claim for breach of contract, negligence, or under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 is generally six years from the date the cause of action accrued, in accordance with the Limitation Act 2010 (with a final long-stop of 15 years from the date of the act or omission, regardless of when the cause of action accrued or was discovered), except where a shorter or longer period applies by law (for example, for personal injury claims).

ORDERS

Orders placed on diamondsfactory.co.nz will be subject to acceptance in accordance to the terms and conditions.

• On placing the order and checking out, you are making an offer to accept the goods at the stated price subject to the terms and conditions.
• On acceptance, we will send you an Order Receipt that will have all your order details agreed by you at the time of placing the order. However, such Receipt will not be treated as a binding contract and the order will not be treated as 'accepted' for the following reasons:
  • Payment not authorized;
  • Partial payment pending;
  • Products out of stock;
  • Error on the website with respect the stated price amount;
  • Order being cancelled;
  • Cannot fulfill order.

Your contract to purchase is not complete until we send you an e-mail of order confirmation within 5 working days from the date of receipt of order. If your order is not confirmed, any payment made will be refunded promptly.

Once confirmed, the Order is binding, subject to CGA rights.

Order Completion Reminders

By providing your contact information (e.g., email or phone number) during the checkout process or account sign-up, you consent to us sending you limited, non-promotional communications to assist with completing your order. This may include reminders about incomplete or abandoned orders, or any other assistance related to incomplete orders such as cart recovery emails or texts sent within 24-48 hours of the issue. These messages will include details of your items and an easy way to opt out or complete your purchase. You can withdraw consent at any time by [e.g., clicking the unsubscribe link, updating account preferences, or contacting support]. We will not use this information for unrelated marketing without your separate opt-in.

For full details on data handling, see our Privacy Policy.

Once confirmed, the Order is binding, subject to CGA rights.

DELIVERY AND COLLECTION

• We offer free shipping to all customers spending over $200. All our products are individually labelled with specific shipping time given on the product page.
• Free Next Day delivery applies to only those products advertised as "Free Next Day Delivery".
• The free delivery and next day delivery order are subject to availability, stock-levels, and your ACL rights.
• As a made-to-order company, most of our products are subject to a manufacturing time. This is normally between 2-3 working weeks, and 3-4 working weeks if your item is bespoke.
• LAST CHANCE applies only to products featured in the ‘LAST CHANCE’ category which are subject to ACL rights.
• For Products which are marked as ‘LAST CHANCE’ will be delivered within 3-5 working days.
• All the efforts will be made to dispatch and deliver the products within the stipulated timescale; however, delays could be inevitable due to unforeseen circumstances.
• If a delay in your delivery should occur, we will keep you updated on your order status and provide a new delivery date. At all times, we will keep you updated about any such delays and inform you about the next date.
• We will not be held responsible for any loss you may suffer on account of late delivery or cancellation of your order unless due to our negligence or breach of CGA guarantees.
• You can contact us if you have any questions regarding your delivery issues at service@diamondsfactory.co.nz.
• Any item purchased with an option of in-store pickup must be collected within 90 days from the date the customer is notified that it is ready for collection. If an item remains uncollected after 90 days, we reserve the right to cancel the order upon written notice. Where an order is cancelled due to non-collection, we will refund the purchase price less our reasonable, direct administrative and storage costs incurred, up to a maximum capped amount reflecting our actual loss. For standard items, this fee covers processing and secure vault storage. For custom or bespoke items, this fee may also reflect the loss of custom craftsmanship and material costs that cannot be recovered upon resale. No fee will apply if the delay or cancellation is due to our fault.

PRICING AND PAYMENT

• We take the payment at the time the order is placed; the merchant bank for security purposes will verify the card details.
• We accept all major credit cards and debit cards like Master Card, Maestro, Visa, Switch and Delta. You can also place an order over the phone by calling on our toll free number 9-950 8742.
• The prices shown are inclusive of GST, Packaging.
• Products are not shipped until and unless complete payment is received for the order placed.

ANTI-MONEY LAUNDERING COMPLIANCE

As a high-value retailer, Neve Jewels NZ Limited complies strictly with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009 (AML/CFT Act) and the Criminal Proceeds (Recovery) Act 2009.

1. Cash Payment Thresholds

   For any cash payments (including physical banknotes or cash equivalents) of NZ$10,000 or more, we are legally obligated to verify your identity before accepting payment or completing the transaction. This threshold applies whether the sum is paid in a single cash transaction or through a series of linked transactions (such as split invoices or multiple cash installments for connected purchases).

2. Identity Verification & Due Diligence

   Where a transaction triggers statutory AML requirements, or where an online credit card or electronic transaction is flagged as suspicious or high-risk (including, but not limited to, mismatched cardholder and delivery profiles, suspicious proxy networks, or multi-card payment splitting), you must complete our digital Customer Due Diligence (CDD) verification process.

   To verify your identity before an order is processed, custom-crafted, or dispatched, you must present valid, unexpired government-issued photographic identification, such as a Passport or a New Zealand Driver’s Licence. We reserve the right to request secondary proof of your residential address (e.g., a utility bill or bank statement dated within the last 3 months) if the transaction profile escalates to Enhanced Due Diligence.

3. Enhanced Due Diligence (EDD)

   We reserve the right to request documentation verifying the Source of Funds or Source of Wealth for high-value or unusual transactions before fulfilling an Order.

4. Right to Refuse

   We reserve the right to refuse cash payments, freeze online inventory, withhold digital order fulfillment, delay production or dispatch timelines, or cancel transactions entirely without liability if required compliance information is withheld, if identity verification is refused, or if we reasonably suspect card fraud, money laundering, or non-compliance with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009.

5. Data Protection & Compliance

   AML identification data is processed strictly for financial crime prevention, retained securely for 5 years post-transaction as mandated by law (Section 49, AML/CFT Act), and processed in accordance with the Privacy Act 2020 and our Privacy Policy. If you have questions about this process, please contact our Privacy Officer at data.controller@nevejewels.com.

Sale

20% off all made-to-order product. Offer is not valid for loose diamonds. Product exclusions may apply. Offer is valid online and in-store in Australia and New Zealand. To redeem, enter code SALE20 at checkout or FLASH55 for last-chance items. This offer expires at 11.59pm 22nd October 2026. The 20% discount is off the ordinary selling price at which products were offered for a reasonable period prior to the sale. The offer cannot be combined with any other promotion or discount code, and cannot be applied retroactively.

Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of the orders, subject to statutory consumer guarantees in Australia and New Zealand. We are happy to exchange your ring for another size as per our return policy. Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days. Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

In-store book an appointment - $200 off orders over $3,400 promotion

When purchasing any single made-to-order item over $3,400 in-store between 1st October and 31st December 2026, you can receive $200 off. The appointment must be booked and attended within the promotional period to qualify. Customers must present their booking confirmation email upon arrival at the store.

This offer is valid for in-store purchases only and cannot be redeemed online. The discount applies to a single qualifying item meeting the spend threshold (not total basket value) and is applied at the time of purchase on made-to-order items only. It cannot be used alongside other offers or promotional codes running during this period, exchanged for cash, or applied retrospectively.

If you’re not fully satisfied with your purchase, our 30-day return policy gives you plenty of time to return your item. Products must be unworn, in pristine condition, and include the original tag to qualify for a full refund or exchange. All returns will be reviewed by our operations team before approval. If a qualifying item is returned, reducing the transaction value below $3,400, the promotional discount will be voided and $200 deducted from any refund issued. Statutory rights under the Consumer Guarantees Act 1993 remain unaffected.

ENGAGEMENT AND WEDDING RING PROMOTION

Purchase an engagement ring and receive 25% off a wedding ring. Offer is valid for the NZ region only. Product exclusions may apply. This offer is valid for engagement ring purchases made between 3rd March and 22nd October 2026. The unique discount code is redeemable for up to 12 months from the date of the initial purchase and cannot be combined with any other promotion or discount code, or applied retroactively.

To redeem online, the unique code must be entered in the coupon field at checkout. To redeem in-store, the unique code must be presented to a retail assistant at the time of purchase. Offer is valid while supplies last. Void where prohibited or restricted. Void if sold, exchanged, copied or transferred. The offer terms and conditions are subject to change at any time without prior notice.

Any "Last Chance" items are non-refundable. Exchange will be offered at the same price of the purchase or higher. Our full refund policy applies to the rest of orders. We are happy to exchange your ring for another size as per our return policy. If the qualifying engagement ring is returned, the unique discount code will be voided or the discount value deducted from the refund.

Should you opt for an exchange, your new ring may contain fewer or more diamonds or a reduction or increase in precious metal weight which may cause an increase or decrease in the price. The promotion remains applicable to the size change for 30 days.

Discount cannot be redeemed for cash. No correspondence will be entertained regarding this promotion or these Terms and Conditions.

RIGHT TO WITHDRAWAL

If you are a consumer, you may have the right to withdraw from your purchase within 14 days from delivery, in accordance with applicable consumer protection laws. To exercise your right of withdrawal, please submit a request through the “Exercise Your Right of Withdrawal” link available on our website or contact Customer Service. Certain products, including personalised, engraved, bespoke, resized, or custom-made items, may be excluded from withdrawal rights where permitted under applicable law. Nothing in these Terms limits your statutory consumer rights.