Terms & Conditions

Agreement

• These terms and conditions (“Terms”) are the terms upon which Diamonds Factory (SG) Ltd makes its website diamondsfactory.sg (the “Website”) and the content of the Website, including without limitation any information, text, images, photos, design, files, software, music, sound and video (“Website Content”) available to you.

Use of Website

• Diamonds Factory (SG) 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 (SG) 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 (SG) or any services provided in connection with Diamonds Factory (SG) in a false, misleading or offensive manner, or claim any association with Diamonds Factory (SG).
• You shall not use any Diamonds Factory (SG) logo, design or trademark or any other intellectual property rights belonging or licensed to Diamonds Factory (SG) in connection with the aforesaid link without the express written consent of Diamonds Factory (SG).
• Diamonds Factory (SG) reserves the right to make changes from time to time to the Website Content.

Intellectual Property 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 (SG);
• 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 (SG) 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 (SG) 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

• Diamonds Factory (SG) shall use reasonable endeavours to ensure the accessibility of the Website but such accessibility can not be guaranteed at all times. Diamonds Factory (SG) shall not be liable for any restrictions, interruptions or delays in your use of the Website.
• You acknowledge that Diamonds Factory (SG) does not make any representation or warranty (whether express or implied) that any Website Content is free of viruses or harmful components and Diamonds Factory (SG) accepts no responsibility or liability for the same.
• Diamonds Factory's total liability will be limited 'only' to the total price of the products ordered by you.
• To the maximum extent permitted by Singapore law, our total aggregate liability for all claims arising from these Terms, your use of the Website, or any Products purchased through the platform shall be strictly limited to the actual price paid by you for the specific Product(s) giving rise to the claim. This limitation does not apply to liability for death, personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any statutory liability that cannot be excluded or limited under Singapore law.
• Diamonds Factory does not bear any liability for any loss or damage of any nature arising from any breach of any express or implied guarantee. This includes financial loss, personal injury, sickness and death.
• 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.
• 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.
• To the fullest extent permitted by law, this website and its contents are provided on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, either express or implied. This provision does not exclude, restrict, or modify your non-excludable statutory rights under the Consumer Protection (Fair Trading) Act 2003 (CPFTA) and the Sale of Goods Act 1993 (SGA), including guarantees that products are of satisfactory quality and fit for their intended purpose. Pursuant to Singapore's "Lemon Law" framework, statutory presumptions regarding product defects apply for a period of up to six (6) months from the date of delivery.
• If Diamonds Factory, becomes liable to the Buyer for any reason, their liability will be limited to the amount paid by the Buyer for the Order concerned.
• Nothing in this clause 4 or in these Terms is intended to limit or exclude any rights you might have as a consumer under law nor in any way to limit or exclude Diamonds Factory (SG)’s liability to you for any liability, which it is not possible to limit or exclude at law.
• Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantees, statutory rights, remedies, or liabilities implied or imposed by the Consumer Protection (Fair Trading) Act 2003 (CPFTA), the Sale of Goods Act 1993 (SGA), or any other applicable Singapore legislation that cannot be lawfully excluded or limited by private agreement. Any provision in these Terms that conflicts with mandatory provisions of Singapore law shall be read down or severed to the minimum extent necessary to maintain compliance, without affecting the validity or enforceability of the remaining clauses.

Privacy

You acknowledge and agree to be bound by the terms of Diamonds Factory (SG)’s privacy policy as set out on the privacy policy page on this Website.

In accordance with the PDPA obligations, you possess distinct statutory rights regarding your personal information, including the Right to Request Access to your data held by us, the Right to Correction of any inaccuracies, and the Right to Withdraw Consent for marketing or operational processing at any time upon reasonable notice. We retain personal data only for as long as necessary to fulfill the operational business purposes for which it was gathered, or to satisfy legal and accounting retention requirements. [1, 2, 3]

For any questions, grievances, data access requests, or to exercise your right to withdraw consent, please contact our designated Data Protection Officer (DPO) at data.controller@nevejewels.com.

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.
• The website, its contents, terms and conditions and contracts shall be governed by and construed in accordance with Singapore Law and any disputes not resolved by normal complaints procedure will be resolved exclusively in the courts of Singapore.

LANGUAGE AND INTERPRETATION

These Terms and Conditions are drafted and executed exclusively in the English language. Any translations provided on the Website or by customer service are for convenience purposes only. In the event of any discrepancy, ambiguity, or dispute regarding the interpretation of these Terms, the English language version shall prevail as the sole authoritative and legally binding text.

Orders

Orders placed on diamondsfactory.sg 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.
• Upon receipt of your order, we will send you an automatic order acknowledgment email detailing the items and pricing. This acknowledgment does not constitute formal acceptance of your order. A binding purchase contract is only formed when we send you a separate, explicit Order Confirmation email, which will be issued within 5 working days from the date of your order. Prior to our explicit confirmation, we reserve the right to decline or cancel an order for reasons including, but not limited to:
  • Payment not authorized;
  • Partial payment pending;
  • Products out of stock;
  • Error on the website with respect the stated price amount;
  • Order being cancelled.
  • Can not fulfil order

Your contract to purchase is not complete until we send you an e-mail of order confirmation within next 5 working days from the date of receipt of order.

Once confirmed, the Order is legally binding. Please note that in accordance with Singapore law and the Consumer Protection (Fair Trading) Act (CPFTA), there is no statutory right of withdrawal or cooling-off period for online e-commerce transactions, and this exclusion strictly applies to bespoke, personalized, or custom-made products manufactured according to your unique specifications [12.8]. Your statutory rights regarding product manufacturing defects, satisfactory quality, and fitness for purpose remain fully protected under the Sale of Goods Act and the CPFTA "Lemon Law" provisions [12.8].

Delivery

• We offer free shipping to all customers spending over S$500. All our products are individually labelled with specific shipping time given on product page.
• Free Next Day delivery applies to only those products advertised as "Free Next Day Delivery".
• 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.
• 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. You can contact us if you have any questions regarding your delivery issues at service@diamondsfactory.sg.
• Any item purchased with us has to be collected within 90 days from when it arrives in-store. Any order not collected within 90 days will be automatically cancelled and subject to a 30% restocking fee of the full order value.

Delivery And Collection

• LAST CHANCE applies only to products featured in the ‘LAST CHANCE’ category. Products will be delivered within 3-4 working days.
• Any item purchased with an option of in-store pick up by the customer must be collected within 90 days of arrival at the store. Any order not picked up within 90 days will be cancelled. In such instances, we reserve the right to charge a reasonable administrative fee to cover the direct, documented costs incurred by us as a result of the uncollected order (including secure vault storage, insured return transit, handling, and restocking). This fee will strictly reflect our actual administrative expenses and financial losses resulting from the breach of the collection timeframe. The fee will be waived if the failure to collect 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 03163 1884.
• All prices displayed on diamondsfactory.sg are stated in Singapore Dollars (SGD) and are inclusive of the prevailing Singapore Goods and Services Tax (GST) and standard secured packaging, unless explicitly stated otherwise.
• Products will not be dispatched from our workshop, nor will custom manufacturing commence, until complete and fully authorized payment has been successfully received by the Company.

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 purpose it was collected for.

This personal data will only be used for the specific purpose for which it was collected for and may be shared with Group Companies for those purposes, subject to the cross border transfer safeguards outlined inour Privacy Policy.

Sale

15% off eligible products, up to S$2,500 of maximum discount on the order. Offer is not valid for loose diamonds. Product exclusions may apply. This offer expires at 11.59pm 22nd September 2026. 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.

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 the unlikely event of a dispute, the decision made by Neve Jewels Ltd. (diamondsfactory.sg) shall be considered final. Neve Jewels Ltd. (diamondsfactory.sg) reserves the right to amend, modify, cancel or withdraw this promotion at any time without notice.

U.S. Customs Clearance Additional Requirements

For shipments entering the United States, U.S. Customs and Border Protection (CBP) requires the identification of the Ultimate Consignee—the party receiving the imported goods. Customers importing goods to the U.S. may need to provide a Social Security Number (SSN) for individuals This information ensures compliance with U.S. customs regulations and facilitates timely clearance of your order.

As of August 29, 2025, the suspension of the de minimis exemption requires all shipments, regardless of value, to undergo formal customs entry, which may involve additional documentation, duties, and taxes. We strongly recommend registering your SSN or EIN with CBP in advance or working with a licensed customs broker to avoid delays. Neve Jewels is not responsible for delays, additional costs, or shipment returns due to incomplete or inaccurate customs documentation provided by the customer. For assistance, please contact our customer support team or visit www.cbp.gov for more information on U.S. customs requirements.

For all orders dispatched to delivery addresses within the United States of America, the customer acts as the Importer of Record and assumes full responsibility for compliance with all regulations enforced by U.S. Customs and Border Protection (CBP).

Pursuant to U.S. federal import mandates, shipments entering the United States require the explicit identification of the Ultimate Consignee (the party legally receiving the imported goods). To facilitate timely customs clearance and ensure compliance with strict border entry protocols, customers importing goods to the U.S. may be required by our designated shipping carriers (e.g., DHL, FedEx) to provide a valid Social Security Number (SSN) for individuals or an Employer Identification Number (EIN) for commercial entities.

Due to ongoing changes in international trade legislation and potential adjustments to the de minimis (Section 321) exemption rules, shipments may be required to undergo formal customs entry processes regardless of their total order value. The customer acknowledges that they are solely responsible for the payment of all associated customs entry documentation fees, administrative courier charges, localized import duties, and federal or state taxes that may be levied upon the shipment's arrival at the United States border.

We strongly recommend that U.S. buyers ensure their customs readiness or visit the official U.S. government portal at www.cbp.govl for the latest updates on personal luxury import documentation requirements. [Diamonds Factory / Neve Jewels] explicitly disclaims all liability and shall not be held responsible for transit delays, structural storage fees, customs seizures, or forced shipment returns resulting from incomplete, delayed, or inaccurate identification data or customs documentation provided by the customer.

Price Match Offer

• We will only price match like for like online/store products and offers. i.e specifications will need to match exactly and links are required to verify price match.
• When price matching against individual certified diamonds, please be aware this will be subject to availability. We will endeavour to find an alternative.
• We cannot accept Interest Free Finance, Amex or corporate cards for price match sales.
• We will not price match with Ebay/Amazon/Marketplaces or Private Sales websites.
• We do not price match with lab grown or treated diamonds.
• For purchases in stores, price match sign off will be at Manager's discretion.
• Price match orders may not be possible or eligible for fast track production.
• No other promotional codes or sale offers will apply to price matched sales.
• This will not apply if the selected retailer is in administration or closing down. Nor will the price match apply if the purchase is made in an outlet store.
• We have the right to refuse price matches.
• competing prices must be in the same currency.
• The Diamond Price Guarantee only applies before you purchase your "company name" diamond. Once you purchase from "company name", if you are not satisfied with your purchase, you can return your diamond to us within 30 days.
• The Diamond Price Guarantee does not apply where the competitor or Neve Jewels has made a pricing error or typographical error on an item.
• If Neve Jewels decides to match a competitor's price, we will honour the new price for 24 hours.

Returns And Refunds

• Engraved items cannot be returned for credit or exchanged for a change of mind.
• Bespoke and special orders are not eligible for return or exchange for a change of mind.
• Resized items are not eligible for return or exchange for a change of mind.
• Eligible products must be returned within 30 days after reception, unworn and in pristine condition with the original security tags fully intact and attached.
• Pursuant to Singapore’s "Lemon Law" under the Consumer Protection (Fair Trading) Act 2003 (CPFTA), customers have statutory consumer guarantees where an inherent manufacturing defect manifests within six (6) months from the date of delivery, during which the fault is legally presumed to have existed at the time of delivery unless proven otherwise.
• Standard online e-commerce transactions and custom orders are strictly exempt from any statutory 5-day distance sales cancellation or cooling-off period under Singapore law.
• Our 30 days return policy supplements and does not affect your statutory rights under CPFTA and the Sale of Goods Act.
• All returns will be assessed by our operations and genealogical assessment team prior to being accepted. Assessment usually takes between 10-14 business days to be processed.
• For purchases made between November 27th and December 24th 2026, Diamonds Factory allows returns until February 1st 2027, though returns on bespoke, engraved, or resized items are not permitted. This does not affect your consumer rights under the laws of Singapore.

Any diamond or gemstone that dislodges or falls out due to accidental damage, rough wear, impact, neglect, or unauthorized third-party modifications post-delivery will not be covered under our manufacturing defect return policy, and no replacement will be guaranteed. However, if a stone dislodges within the statutory 6-month framework due to an inherent structural or setting defect present at the time of delivery, your legal rights to a remedy are fully protected under Singapore's Lemon Law. We strongly advise you to get the jewellery privately insured to protect yourself against accidental loss, impact damage, or theft.

Our advice to you is to inspect your item as soon as it arrives, and notify Diamonds Factory immediately of any defect or damage. If you find any issues please contact us at [Insert Registered 8-Digit Singapore] or email us at service@diamondsfactory.sg.

The jewellery sold at discount prices cannot be replaced at the same discounted price once the specific window has expired.

The delivery costs for returning the product will be the customer's sole responsibility and will only be refundable or reimbursed by the company in the event that our forensic assessment confirms an inherent manufacturing fault with the product.

The jewellery is not engraved, bespoke or resized.

The jewellery is in its original, perfect state and the barcode security tag is intact.

We have a 30 days returns policy.

Please bear in mind that any item returned for refunds or exchanges must still be unworn, with the tag on and in pristine condition.

Note:Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or lost packages during return shipment. Shipping is at your own costs unless the product is verified by us to be inherently faulty.

In accordance with Singapore legislation, your purchases are governed by standard statutory consumer guarantees regarding satisfactory quality and fitness for purpose, alongside the 6-month structural presumption period provided by the CPFTA.

Damaged And Used Items

• You must check the products as soon as you receive the same, with regards to any fault or damage. Kindly notify the same within 30 days from the date of delivery and we shall arrange for replacement. However, failing to do so within 30 working days will not be acceptable for any refunds.
• Items sent to our office without secure packaging and shipped beyond the 30-day return period, will not be eligible for refunds.
• All earrings must be returned unworn to be eligible for an exchange.
• If your package or item delivered arrives visibly damaged, please refuse the delivery from the courier if possible and/or contact us within 24hours at (service@diamondsfactory.sg) or within a reasonable time if later is justified under the CPFTA.
• Returned merchandise must be unworn, unaltered and in pristine condition. Items showing obvious signs of wear or alteration by a jeweller other than Diamonds Factory will not be accepted for commercial return or exchange.
• Products must be returned with the original security tag attached or alongside the product.
  All returns will be assessed by our operations team prior to being accepted. Assessment usually takes between 10-14 business days to be processed from the date of physical reciept
• While this does not affect your statutory rights under the CPFTA, you acknowledge that any unauthorized third-party modification complicates subsequent defect claims, as the company will not be held liable for damage or structural instability introduced by external craftsmanship.
• Please return your purchase via a trusted courier and insure the package for the full amount of the purchase. Diamonds Factory is not responsible for damage or loss during shipment. The customer assumes all risk of loss or damage until the package is safely delivered to our facility.
• Due to strict health, safety, and hygiene regulations in Singapore, all earrings must be returned completely unworn, untampered with, and with all original protective hygiene seals intact to be eligible for an exchange or commercial return.

Ring Resizing

Getting the size of your ring right can be a complicated matter. We offer resizing options depending on your ring type and complexity. Worn items can be resized except full eternity rings. Refer below for the resizing process and additional information. Our team is always available to help if you have any questions regarding the size of your ring.

Engagement and Diamond Rings:
For plain bands, non-diamond or non-gemstone set rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after reception of the item. 

For any resizing exceeding two sizes, we will charge a fee of S$139.

For diamond-set or gemstone-set engagement rings (including custom-made rings), items must be assessed in order to ensure whether they can be resized, or whether they need to be remade. In both cases within 30 days resizing will be complimentary up to 2 sizes up and down, anything above 2 sizes will incur a minimum charge of S$139.

Eternity Rings:
Full eternity rings: Due to the nature of the setting, full eternity rings cannot be resized and must be replaced within 30 days of receipt. This price will depend on the cost difference between sizes with a minimum charge of S$139. Please contact our team to discuss alternative options for your ring.
Half & ¾ eternity rings: Due to the nature of the setting, all half and ¾ eternity rings must be assessed in order to ensure whether they can be resized or whether they will need to be remade for which costs will apply.  This price will depend on the cost difference between sizes with a minimum charge of S$139.

Wedding Rings:
For plain bands, non-diamond or non-gemstone set wedding rings, we offer complimentary resizing up to 2 sizes up or down within 30 days after receipt of the items. For resizing exceeding two sizes, we charge a fee of S$139. All rings will be assessed by our team prior to confirming the price.
Diamond-set or gemstone-set wedding rings must be inspected prior to resizing to ensure that the nature of the setting will allow a resizing.

Custom-made rings:
We offer complimentary resizing for up to two sizes up or down within 30 days of receipt provided that a resizing is possible. For a resizing exceeding 2 sizes we charge a fee of S$139. Upon receiving your request, our team will assess if the resizing is possible and discuss it with you. Depending on the complexity of your ring, the resizing may result in additional costs that shall be borne by you. This also applies if the ring has to be made anew from scratch if it cannot be resized as desired. You will be informed about any additional costs in advance. It will then be clarified whether the size change should be carried out.

Mobile Message Service Terms and Conditions

• The Diamonds Factory mobile message service (the "Service") is operated by Neve Jewels Ltd. Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”).
• We may modify or cancel the Service or any of its features without notice. We may also modify these Mobile Terms at any time, and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
• By explicitly opting in and providing your express consent to Diamonds Factory’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Diamonds Factory through your wireless provider to the mobile number you provided. This express consent overrides any generic registration of your mobile number on the Singapore National Do Not Call (DNC) Registry (including the No Marketing Messages Lists for Voice Calls, SMS, or Fax) in strict accordance with the Personal Data Protection Act 2012 (PDPA).
• We will only send SMS/Text messages with your prior, explicit, and unbundled consent in accordance with the PDPA and relevant data protection laws. We do not make consenting to mobile marketing a mandatory condition for completing a purchase transaction on our Website.
• We and our group companies comply with the PDPA and the Spam Control Act 2007 (SCA). To ensure lawful processing, we will clearly identify ourselves as the sender by including our brand name or registered sender ID ("Diamonds Factory" or "Neve Jewels") in the body or header of every message, provide clear information on how to contact us, and provide a functional, easily accessible unsubscribe facility.
• You are solely responsible for all charges and fees associated with SMS/text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply.
• You may opt-out of the Service at any time by texting STOP in reply to any of our branded texts or clicking the unsubscribe (‘OPT OUT’) link. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device unless initiated by you. In compliance with the Spam Control Act, we will process and execute your opt-out request within ten (10) business days from the date of receipt, during which time you will receive no further marketing broadcasts.
• We may change any short code, virtual mobile number, or registered alphanumeric Sender ID we use to operate the Service at any time. Any messages, including STOP or HELP requests, you send to a short code or telephone number we have changed may not be received, and we will not be responsible for honoring requests made in such outdated channels. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.