Customer Care

Returns Within 30 Days

Even though our quality of all the jewellery at Novita Diamonds is outstanding, we understand that sometimes things just don’t quite go according to plan and you might be in need of something else. No stress!

We give you peace of mind with every purchase as we offer a 30 day return policy. In the event that you are not satisfied with your purchase, simply return it within 30 days for an exchange or refund (*). The returned items must be in their original, unworn condition and accompanied by all the original documentation.

When returning an engagement ring, a restocking fee of 175€ will apply.
If you only want to change parts of your ring, such as adding a different diamond to your setting, a handling fee of 175€ will apply.

However, there are some exceptions, so please note the following.

If you have made a special request for a later delivery date, the 30-day return/exchange period starts on the day your order was first ready for dispatch. The same applies if you wish to collect your ring from one of our showrooms. The 30-day return/exchange period begins on the day your order was ready for collection.

Requesting a refund must be in writing via email to:


- Personalised Nature

The following items are non-returnable due to their personalised nature: items that have been engraved, resized or modified, previously exchanged items and custom designed jewellery. Changes to orders currently in process will void the complimentary resize, return and exchange policies. Changes to current orders are only possible free of charge up to a certain point in time - in this case, please contact our team to clarify which stage of production your piece of jewellery is currently in and what extra costs may apply.

- 20% Deposit – Up to 90 Days to Pay Option

The 30 Days Return Policy does not apply to customers that choose our “20% Deposit - Up to 90 Days to Pay”. The reason is because of the extended length of time already being offered for the client to pay for the item. If you are not sure what you are ordering is right for you, please contact one of our team members to help you make the right choice when ordering.

- Custom designed rings

This policy does not apply to customers that choose us to custom design a ring for them. Custom designed rings are those that have to be specifically made for the client which are a different design to that listed on our website. The ring falls outside the policy, however, the certified diamond can still be returned within the 30 day period for a full refund. Contact us if this needs to be arranged.

- Multiple Returns/Exchanges

Customers can only make use of our 30-day return and exchange policy once within a 12-month period on one product category.

- Lower Diamond Quality

Due to the difficulty of resale for lower quality diamonds, we cannot offer refunds or exchange on any diamonds that are J,K,L or M in colour and any diamonds that are I1 in clarity. Please make sure you choose carefully and if you are unsure about the colour/clarity of a lower grade diamond, it is best to visit our showroom to be able to see a diamond of that quality in person or visit a jewellery store so you get an idea of what a J,K,L or M colour diamond looks like.


Due to the unique nature of our Fancy coloured diamonds (Pink, Blue, Yellow), all sales will be final and no exchanges or returns will be permitted.

- Wedding Rings For Men

We do not accept returns of wedding rings for men.

- Toi Et Moi

Toi Et Moi rings are considered a custom design and fall outside of our 30 days exchange/refund policy. It is still covered under our lifetime manufacturing warranty.

- Unworn, tagged products

Please note that we will only authorise refunds or exchanges if the product is returned in new condition, unworn and the tag stays on the product and is unbroken.


1. Call us on +49 69 711 67195, for one of our team to arrange for your order to be sent back to our head office. One of our helpful representatives will give you clear instructions on the process.

2. Return in one of our showrooms.You may return your item to our showroom in Frankfurt. Please call prior to visiting our showroom to make an appointment.

3. When returning by mail, all returns and exchanges must include all original packaging and accompanying materials, including all diamond certificates, if diamond certificates are not returned a fee of 175€ will be deducted from the total refund amount.

4. Returns are at the expense and risk of the buyer. Please ensure that you return the item by registered post or courier with tracking number. Also ensure that the 'Signature on Delivery' option is included.


Once we have received your returned order, one of our team members will verify the condition of the item and documents. Returns take between 1 to 3 business days to process upon receipt of the item. A refund will then be processed via the same payment method used during the purchase. If for any reason, you require an alternative form of payment, please contact us.