Terms and conditions

1. Seller and scope

RAGAZZA DIAMOND is operated by Sovast (Hong Kong) Limited (the “Company”, “we” or “us”). The Company sells the products, receives payment and issues sales invoices for orders placed through our official website and Hong Kong, Macau, Taipei and Kuala Lumpur showrooms.

These terms apply to orders placed through our website, showrooms, WhatsApp, LINE and other channels confirmed by us. The same product pricing and service policies apply across channels. The order total is calculated according to the products, currency, payment method, delivery arrangements and applicable taxes.

These terms apply together with our Payments and tax, Production and delivery, Returns and refunds and Aftercare policies. Personal information is handled under our Privacy and cookies policy.

2. Order details, payment and confirmation

Before ordering, customers must check the style, material, ring size, stone configuration, engraving, contact details, delivery address and other requirements. Product specifications, price and delivery arrangements are recorded in the confirmed order, invoice and related confirmation records.

Website orders require full payment. Showroom orders generally require a deposit of 50% of the total, with the balance paid before collection or dispatch. The deposit forms part of the purchase price. We do not offer instalment payment.

We arrange the relevant work after verifying the order and payment. Changes requested after confirmation must be agreed with us, including any resulting change in price, charges or timing.

Paid orders are processed according to the confirmed details and are not cancellable for a refund solely because of a change of mind. Style changes, quality concerns and other eligible returns are handled under these terms and our returns policy. Refundable amounts on a cancelled order, including any refundable deposit, are returned through our refund procedure.

3. Style changes and resizing

We offer one exchange for existing styles under our seven-day exchange arrangement. Customers requesting a style change after payment and before collection should contact us promptly so we can arrange it according to the order stage. That change counts towards the order’s single exchange allowance.

The one-time free resizing service for standard rings is handled separately under our resizing terms and does not use the exchange allowance. Custom design revisions and resizing follow the custom-order terms.

4. Custom jewellery terms

Custom jewellery means a modification to the design of an existing Company style or a new design created for an individual customer. Available standard sizes, metal colours, centre-stone or side-stone options and engraving for an existing style follow that style’s standard ordering arrangements.

Quotation and design approval

The custom price includes 3D design and an optional try-on model where arranged for the order. The initial quotation is based on the design, dimensions, materials and stones requested at that time. The final price is confirmed at design approval. Price-affecting changes require agreement before work continues.

Unlimited 3D revisions are available within the original style and design direction; the style cannot be changed. Customers must check proportions, dimensions, thickness, stone position and other details carefully. The approved design becomes the production standard and cannot be revised further.

A try-on model is used to check proportions, size and general fit. Its material, weight, colour, finish and stone effects differ from the materials and workmanship of the finished piece.

Responses and production

Customers must approve or request revisions within 30 days after receiving the design. Without a response, the order is placed on hold. The custom process is valid for 180 days from the order date or deposit payment, including time on hold. If missing information or customer design or model approvals cause the order to expire, expiry and deposit treatment follow the custom terms supplied before payment and applicable requirements. Restarting is arranged and quoted separately using current material prices and the work required.

Custom production is generally estimated at 4–8 weeks from payment, subject to timely approvals. Changes in timing arising from revisions, a model, additional requirements or delayed responses are confirmed according to order progress.

Finished pieces and aftercare

Custom jewellery involves modelling, casting, polishing and hand setting. Minor, reasonable workmanship variations between the finished piece, design and model may occur in thickness, weight, lines, stone position and finish. Screens, lighting and image scale also affect appearance.

Up to two manual adjustments may be provided according to the design, structure and actual condition. Recasting is not generally provided where manual adjustment does not achieve a personal preference.

Custom orders are not eligible for cancellation, refund, return or exchange and are excluded from the standard-style exchange arrangement. Legally required remedies are provided under applicable requirements. See Custom jewellery aftercare. Custom terms supplied with an individual order apply to that order.

5. Product information and intellectual property

Product photographs and videos show design and appearance. Lighting, image scale and device settings may affect display. Materials, specifications, stone information and custom requirements are checked against the confirmed order records, product description and relevant certificates.

Our brand marks, website text, photographs and designs owned by us are protected by intellectual-property rights. They may not be copied, modified, republished or used commercially without permission. Customers must be entitled to provide and authorise the relevant use of designs, images, engraving and other material supplied for production.

6. Priority and versions

Specific terms supplied and agreed before an individual order take priority for the matters they govern. Each service policy sets out the arrangements for its subject. These terms and policies are implemented under applicable law; a conflicting mandatory local requirement prevails.

If the Chinese and English versions differ, the English version prevails, subject to mandatory language or interpretation requirements. An order is governed by the terms confirmed when it was placed and any subsequent changes agreed and recorded by both parties.

7. Order and service enquiries

For order, product, service or complaint matters, email info@sovasthk.com or contact the original showroom. Provide the order number, order name, relevant product details and a description so we can check the records and arrange follow-up.