Hallmark Marketing Ltd T/A The Diamond Box advertises many of its products across multiple sales channels, with the majority being individual items of which there is only one piece in stock. While every effort is made to ensure all sales channels are updated when an item is sold, this is not always possible as some sales channels update automatically only on a 24/48-hour cycle. The company reserves the right to cancel any order where a product has already been sold and is out of stock. In such cases, the company will contact you to discuss and agree on alternative options, including a full refund if you have already made a payment.

Your order is an offer to buy from us. Nothing we do or say, by any means of communication, will constitute acceptance of that offer until we actually dispatch the item to you, at which point a contract is made between us. Until then, we may decline to supply an item without providing a reason. If we decline to supply an item and you have already paid, we will refund the full amount in accordance with our refund policy.

Refunds are provided only in accordance with your statutory legal rights, such as when goods are not of satisfactory quality or are not as described. Refunds will not be issued if you have changed your mind, damaged the goods, or were made aware of any defects at the time of purchase.

Mail Order and Online Purchases
Mail order and online items are supplied with "Anti-Tamper Tags." If these tags or any manufacturer-protective stickers are removed, the item will be considered worn, used, and accepted, and therefore cannot be returned. These tags allow you to try, handle, and accept the product exactly as you would in-store, in line with your statutory rights.

Deposits or Instalments
Your deposit is part of your contract to purchase and will not be refunded. Items on deposit will only be held for 60 days unless regular payments are received. After this period, the item will be removed from deposit, and you will be issued a credit note for the value of payments made. No cash refunds will be provided. Credit notes are valid for one year from the date of issue, and proof of ID is required.

A 20% deposit secures your item, which will be held exclusively for seven days. Collection requires the payment card used for the deposit, valid photo ID, and balance payment via card, cash, or bank transfer. Unpaid items after seven days are relisted, and cancellations or incomplete transactions incur a 15% restocking fee.

Distance Selling (Online and Mail Order)
Under the Consumer Contracts Regulations 2014, you may return an item within the 14-day cancellation period if it is in the exact condition it was received, including all "Do Not Remove" stickers and tags. Agreed returns must be sent within 14 days of notifying the retailer, using a fully tracked and insured service. We are not responsible for items lost in transit. Customised or personalised items are non-refundable.

Faulty Goods
If an item is faulty or not as described, you may reject the goods under the Consumer Rights Act 2015 (limited to 30 days from the date of ownership). A full refund, including postage costs, will be issued within 14 days in accordance with your statutory rights.

Second-Hand Goods
Used goods are sold as second-hand under EC Directive 2006/112/EC Article 313. No import tax has been claimed or will be claimed on these goods.

Authenticity and Counterfeit Goods

1. Seller's Warranty of Authenticity
   By selling an item to The Diamond Box, the seller guarantees the item is genuine and not counterfeit. The seller affirms full legal ownership and that the item does not infringe on third-party intellectual property rights.
2. Verification Process
   Upon receipt, The Diamond Box will examine the item to verify authenticity. This may include internal assessments and consultation with external experts.
3. Discovery of Counterfeit Items
   If an item is determined to be counterfeit, The Diamond Box reserves the right to:
   • Notify the seller with supporting evidence.
   • Rescind any transaction related to the item, including reversing payments.
   • Return the item to the seller or surrender it to the appropriate authorities.
4. Seller's Liability
   The seller indemnifies The Diamond Box from claims, damages, or expenses arising from the sale of counterfeit items, including legal fees and reputational damage.
5. Legal Compliance
   The Diamond Box complies with all laws concerning counterfeit goods, including reporting obligations to law enforcement and cooperation with trademark holders.
6. Dispute Resolution
   Disputes over authenticity will be addressed in good faith. If unresolved, the matter may be referred to an independent expert, with costs shared equally.