1 · Terms of Sale — Natural Certified Diamonds

The deduction is not arbitrary. It reflects four costs that are already spent by the time a stone reaches you, and which we cannot recover:

• High transit value. Certified diamonds are high-value goods carried under specialist insured freight. Every movement materially increases exposure and cost.
• International customs brokerage. Cross-border movement triggers customs declarations, duties and brokerage that cannot be reversed once cleared.
• Insurance complexity. Each shipment is individually underwritten. A returned stone requires a fresh policy, revaluation and re-certification of transit risk.
• Gem-swap security risk. Loose certified stones are exposed to substitution fraud, so every return is re-verified against its laser inscription and our pre-dispatch records before any refund is released. That verification is a real cost, and it is how we guarantee that the stone you receive is the stone on the certificate.

Your responsibility before purchase. Buyers must review the full specifications, the certificate PDF and the 360° video for a stone before confirming payment. All of these are provided free on every product page. If anything is unclear, contact us through the Inquiry page before you place an order — we will happily provide additional imagery, measurements or a video call inspection.

Each certified diamond is a unique single piece. Quantity is permanently locked to one unit per stone and cannot be increased.

2 · Refund & Return Policy

2.0 Returns — 30% restocking deduction

We would rather you were happy than hold you to a sale. If you change your mind you may apply to return a diamond, and we will process it gladly — subject to the conditions below.

• Overseas head-office handling, allocation and re-listing charges
• Outbound and inbound insured freight, and security handling at both ends
• New Zealand customs clearance, brokerage and border-processing fees
• Independent re-verification of the returned stone by our gemmology team
• Payment-processing fees already charged to us on the original transaction

What you can choose

• Refund — purchase price less 30%, returned to the original payment method, or
• Store credit voucher — issued for the full value less the same 30%, valid 12 months against any Velmora diamond.

Conditions — all must be met

• Notify us within 7 days of delivery, in writing to info@velmoradiamonds.co.nz, and obtain a return authorisation number before sending anything. Unauthorised returns are refused.
• It must be the same stone we supplied, identified by its laser-inscribed certificate number and matching our pre-dispatch records.
• Unworn, unaltered and undamaged — no chips, abrasions, re-cutting, re-polishing or setting work of any kind.
• Returned with its original certificate and all documentation. A lost or damaged certificate is charged at the issuing laboratory's replacement cost.
• Return freight and insurance are at your cost, fully insured and signature-required.
• Our gemmology team inspects and re-verifies the stone on arrival. Refunds are issued within 10 working days of that check passing.

Please think carefully before ordering. Review the specifications, the certificate and the 360° imagery, and ask us anything at all first — we are happy to arrange a live video inspection. It saves your money and everybody's time.

2.0a Not a change of mind

The 30% deduction applies to change-of-mind returns only. If a stone does not match its certificate or arrives damaged in transit, section 2.2 applies instead and the matter is resolved entirely at our cost.

2.1 How every stone is protected before it leaves us

Each diamond is independently graded and laser-inscribed with its certificate number on the girdle. Before dispatch we photograph and video-record the stone alongside its certificate, weigh it on calibrated scales, and seal it in a numbered tamper-evident security pouch. These records are retained and are conclusive evidence of what was shipped.

2.2 Damage or discrepancy claims

• Report within 24 hours of the courier's recorded delivery time, in writing to info@velmoradiamonds.co.nz.
• The security seal must be intact and unopened. Once the tamper-evident pouch is opened, no discrepancy claim of any kind can be entertained.
• A single continuous, unedited video must show the sealed parcel, the intact seal number, and the full opening — starting before the seal is broken and running without cuts. Photographs alone are not accepted.
• Visible transit damage must be noted with the courier at the point of delivery and the parcel either refused or signed for as damaged.
• The stone must remain in our possession-of-record condition and must not have been shown to, handled by, altered, re-cut, cleaned, set or assessed by any third party.

Verification process. Where those conditions are met, the stone is returned at our arrangement under insured freight and submitted to the original grading laboratory (GIA, IGI or HRD) for identity verification against its inscription and certificate. The laboratory's finding is final and binding on both parties.

• If the laboratory confirms a genuine discrepancy or transit damage — we replace the stone or refund it in full, and we bear every cost including freight, insurance and laboratory fees.
• If the laboratory confirms the stone matches what was dispatched — the stone is returned to the buyer and the buyer bears the freight, insurance and verification costs.
• If the returned stone is found to be a different stone from the one dispatched, the claim is void, the matter is reported to the New Zealand Police and to industry fraud registers, and we reserve all rights to recover our losses.

Nothing in this section limits rights that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993 where it applies.

2.3 Payment by direct bank transfer

Alongside card payment you may pay by direct bank transfer, from within New Zealand or from overseas. Account details are shown at checkout and repeated in your order confirmation email.

• Place the order first — you will be issued an order number beginning VD-. Quote that number as the payment reference so we can match your funds without delay.
• Your stone is held for 3 working days from the time the order is placed. If cleared funds have not arrived by then the stone is released back to stock and the order lapses.
• Funds normally clear the same working day within New Zealand and within 1–3 working days from overseas.
• International transfers may attract sender, intermediary and recipient bank fees. These are payable by the sender; the full invoiced amount must reach our account.
• Nothing is dispatched until payment has cleared in full. We confirm receipt by email.
• Transfers are accepted in NZD, USD and AUD. Where a currency conversion applies, the rate is set by the banks involved, not by us.

2.4 Order cancellation

Orders may be cancelled without charge only while the status is still "Processing" and before insured dispatch. Once a parcel is handed to the courier the sale is final. Where payment was made by bank transfer and the order is cancelled before dispatch, funds are returned to the originating account; any bank fees incurred on the return are deducted.

Pre-order stones (overseas stock)

Stones marked Pre-Order are held at our overseas office rather than in New Zealand. Because international inventory moves quickly, availability is confirmed with the cutting centre within one business day of your order.

• If the stone is available — we email you confirmation with the dispatch date, and the order proceeds normally under the final-sale terms above.
• If the stone has already sold — you receive a 100% refund of the full amount paid, usually within 3–5 business days. Velmora absorbs all payment-processing fees; nothing is deducted from your refund.
• You may also choose to apply the payment to an alternative stone of equal or greater value instead of taking the refund.
• The final-sale policy in section 1 applies only after a pre-order has been confirmed available and dispatched.

3 · Live Chat & Correspondence

Where anything said in chat or email conflicts with a laboratory certificate, a written quotation, or these Terms, the certificate, quotation or Terms prevail in that order. Chat is staffed during New Zealand business hours; outside those hours please use the Inquiry form and we will reply within one business day. Binding confirmation of any order is given only by written order confirmation from Velmora Diamonds (LIBAAS NZ LIMITED).

4 · Shipping & Delivery

Every Velmora shipment is fully insured, signature-required and sealed in tamper-evident packaging. Insured courier delivery is complimentary on all orders — domestic and international.

New Zealand — domestic delivery

• All New Zealand addresses — delivered within 7 working days of payment clearing.
• Most main-centre orders arrive well inside that window. Rural (RD), Waiheke, Great Barrier, Stewart Island and other offshore addresses use the full period because those runs are not daily.
• Saturday and rural-Saturday delivery is not available for insured high-value consignments.

International delivery

• Australia — approximately 2 weeks.
• All other countries — approximately 2 to 3 weeks, depending on the destination and customs clearance.
• Some destinations require additional identity verification before a high-value stone is released for export.

Import taxes, duties and customs — buyer's responsibility

• Every country charges its own import duty, GST/VAT, customs brokerage and handling fees. These are set by your government, not by us, and are not included in the price you pay at checkout.
• The courier or your customs authority will contact you directly for payment. The parcel is normally not released until those charges are settled.
• We cannot tell you the amount in advance — rates differ by country, by stone value and by category. Please check with your local customs office before ordering.
• Velmora Diamonds accepts no responsibility for these charges. Our responsibility is to dispatch your stone from New Zealand, fully insured and correctly declared.
• Refusing to pay import charges is treated as a cancelled delivery: the parcel is returned to us and the return freight, duties and handling are deducted from any refund.

Collecting your parcel — please act within 4–5 days

• If nobody is available at delivery the courier cards the parcel and holds it at a secure depot. Please arrange collection or redelivery promptly.
• Parcels returned to us because they were not collected, or because a wrong or incomplete address was supplied, are re-sent only after the buyer pays the return freight plus a new outbound shipping and handling charge.

Conditions that apply to every shipment

• Dispatch occurs only after payment clears and the certificate is verified against the physical stone. This verification step can add up to one business day.
• We do not deliver to PO boxes, unattended addresses, parcel lockers or freight-forwarding services. A person aged 18+ must sign on delivery.
• Risk passes to the buyer on delivery and signature by the nominated recipient.
• Delivery estimates are working days and exclude New Zealand public holidays.

Pricing and GST

All prices displayed on this website are GST inclusive (New Zealand Goods and Services Tax at 15%). The GST component is itemised at checkout for your records.

Overseas orders — New Zealand GST is removed

Goods exported from New Zealand are zero-rated under New Zealand GST law. If your delivery address is outside New Zealand we deduct the 15% GST from the listed price. Choose your destination using the Deliver to control at the top of any page, or simply enter your shipping country at checkout — the prices update immediately and the deduction is itemised on your order summary before you pay.

• Stones held in New Zealand are exported by us, so the sale is zero-rated and you are not charged NZ GST.
• Pre-Order stones ship directly from our overseas office. They never enter New Zealand, so New Zealand GST does not apply to them either.
• Either way, an overseas buyer pays the listed price less 15%.

This does not make the purchase tax-free. Your own country will apply its own GST/VAT, import duty and customs handling at whatever rates are in force on the day your parcel arrives. Those rates are set by your government and can change at any time. They are collected by the delivery company on arrival and are payable by you. Velmora Diamonds does not calculate, quote, collect or estimate them. See Import taxes, duties and customs above.

All orders are billed in US dollars

Your order is charged in US dollars (USD). Prices shown in New Zealand dollars or any other currency are approximate and are converted using the exchange rate at the moment you view the page. The amount that finally appears on your statement may differ slightly, because your bank or card issuer applies its own exchange rate and may add a foreign-currency fee on the day the payment is processed.

5 · Order Tracking

A tracking reference is issued the moment your parcel is dispatched and is visible under My Account → Order Tracking. For security reasons we do not disclose the contents or value of a shipment on any external tracking record.

6 · Privacy Policy

We collect only what is required to fulfil an order or respond to an inquiry: your name, email, optional phone number, and delivery address. Payment card data is processed by our payment providers (Stripe, PayPal, Windcave) and is never stored on Velmora systems.

• We do not sell, rent or trade personal information.
• Data is shared only with the courier, insurer and payment provider needed to complete your order.
• You may request access to, correction of, or deletion of your data at any time by emailing info@velmoradiamonds.co.nz.
• Inquiry records are retained for 24 months so we can service repeat requests.
• We comply with the New Zealand Privacy Act 2020.

7 · General Terms

Online-only operation. For security, verification and authentication reasons, Velmora Diamonds operates strictly online. We maintain no public retail outlets. Any party representing themselves as a physical Velmora storefront is not affiliated with us.

Pricing and currency. Prices display in your selected currency using indicative exchange rates. The charged amount is settled in the currency confirmed at checkout. Listed prices are for the loose certified diamond only and exclude settings or mounting unless quoted separately.

Certification. Stones are graded by GIA, IGI or HRD. Grading is the opinion of the issuing laboratory. Certificate numbers can be verified directly with the laboratory using the link on each product page.

Governing law. These terms are governed by the laws of New Zealand, and the New Zealand courts have exclusive jurisdiction.

Questions about these terms? Email info@velmoradiamonds.co.nz or use our Inquiry form.