Refund policy

Return & Refund Policy – Diamond SNK LTD

1. Overview

We aim to ensure all our customers are satisfied with their purchase. If you are not fully happy with your order, you may request a return, exchange, or refund under the terms below, in accordance with UK consumer law.

This policy applies to all orders placed via our website:
www.diamondsnk.com

2. Right to Cancel (14-Day Cooling-Off Period – UK & EU)

If you are a customer based in the UK or EU, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

To exercise this right, you must contact us via email at support@diamondsnk.com within 14 days of delivery and return the item within the next 14 days.

3. Return Conditions

For a return to be eligible:

✔ Item must be unused and in the same condition as received
✔ Must include original packaging, box, tags, accessories, free gifts (if any)
✔ Proof of purchase (order number or invoice) is required

Non-returnable items:

  • Gift cards or discount vouchers

  • Personalized or custom-made products

  • Items damaged by misuse, improper handling, or wear and tear

  • Products with hygiene risk (e.g. used insoles, socks, worn sneakers)

4. Faulty or Damaged Items

If your item is defective, damaged, or incorrect upon arrival:

  • You must contact us within 7 days of delivery

  • Send clear photos or videos to support@diamondsnk.com

  • If confirmed, we will offer a replacement, repair, or full refund at no extra cost

5. Return Shipping Costs

Situation Who Pays Return Shipping?
Order cancellation within 14 days (change of mind) Customer
Wrong item, damaged or defective product Diamond SNK LTD
Exchange for size or colour Customer

We recommend using a tracked shipping service. We are not responsible for lost or undelivered returns.

6. Refund Process

Once we receive and inspect your return, we will notify you if your refund is approved or rejected.

  • Approved refunds are processed within 5–10 business days

  • Refunds will be issued using the same payment method used for the purchase

  • Shipping fees, customs duties, and taxes are non-refundable, unless the item is faulty

7. Exchanges

We offer exchanges for:

  • Incorrect size or color

  • Same product in another variation (if available)

To request an exchange, email us at support@diamondsnk.com with your order number and desired new item.

8. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank or credit card statement again

  2. Contact your payment provider (may take additional processing time)

  3. If still unresolved, email us at support@diamondsnk.com

9. Contact Information

For returns, refunds or questions, please contact:

Diamond SNK LTD (Diamond Sneakers)
71-75 Shelton Street,
Covent Garden, London, WC2H 9JQ
Email: support@diamondsnk.com
Phone: +44 2038 078817