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Refund policy

Last updated: February 21, 2026

These Terms of Service (“Terms”) govern your access to and use of the website, platform, products, services, tools, content, and features made available by Plan X Ltd, operating under the trade name DiamondTrade (“DiamondTrade”, “we”, “us”, “our”).

By accessing or using the Services, creating an account, requesting a quote, reserving a product, placing an order, or otherwise engaging with DiamondTrade, you agree to be bound by these Terms.

If you do not agree to these Terms, you must not use the Services.

1. About DiamondTrade

DiamondTrade is a business-focused sourcing and trading platform intended for professional users, including jewelers, goldsmiths, designers, retailers, workshops, and other business customers seeking access to diamonds, lab-grown diamonds, gemstones, and related trade services.

DiamondTrade is operated by Plan X Ltd and powered by Shopify.

2. Eligibility and Business Use

The Services are intended only for persons who are at least 18 years old and who act in a business or professional capacity.

By using the Services, you represent and warrant that:

  • you are legally capable of entering into binding contracts;

  • you are using the Services for business or professional purposes;

  • all information you provide is accurate, complete, and current;

  • if you act on behalf of a company or other legal entity, you are duly authorized to bind that entity to these Terms.

We reserve the right to refuse access to the Services, suspend accounts, cancel orders, or terminate business relationships where we reasonably believe that the Services are being used improperly, unlawfully, or in a way that creates unacceptable legal, financial, regulatory, or reputational risk.

3. Account Registration and Security

Certain features of the Services may require account registration.

You are responsible for:

  • maintaining the confidentiality of your account credentials;

  • restricting access to your account;

  • keeping your account information accurate and up to date;

  • all activity carried out through your account.

You must notify us without undue delay if you become aware of unauthorized access to your account or any other security incident.

We are not liable for loss or damage resulting from your failure to safeguard your credentials.

4. Products, Listings, and Availability

DiamondTrade may offer access to diamonds, lab-grown diamonds, gemstones, and related products or services.

All products are subject to availability. Certain products listed on the Services may be sourced from third-party suppliers and may not be physically held by us at the time of display.

We reserve the right, at any time and without prior notice, to:

  • remove or modify listings;

  • limit quantities;

  • discontinue products;

  • amend product descriptions, specifications, images, videos, certificates, and pricing;

  • reject, refuse, or cancel any order where a product becomes unavailable or cannot be fulfilled.

Product images, videos, certificates, measurements, and grading details are provided for general informational purposes. Natural diamonds, lab-grown diamonds, and gemstones are unique products and may contain natural characteristics, inclusions, variations in appearance, or minor differences from digital representations.

5. Pricing

Unless expressly stated otherwise, all prices displayed on DiamondTrade are:

  • exclusive of VAT;

  • exclusive of customs duties, import charges, local taxes, or similar charges;

  • exclusive of shipping, insurance, handling, or other additional services unless expressly stated.

Prices may change at any time without notice.

We reserve the right to correct any pricing error, supplier feed error, technical issue, typographical error, exchange rate discrepancy, or other inaccuracy, even after an order, request, or reservation has been submitted.

If a pricing error affects your order, we may contact you to reconfirm the order at the corrected price or cancel the order.

6. VAT and Tax Treatment

You are responsible for ensuring that all billing, company, and VAT information provided to us is correct.

VAT treatment depends on the nature of the transaction, your status, your jurisdiction, and applicable law.

As a general rule:

  • sales to Bulgarian customers may be subject to Bulgarian VAT where applicable;

  • sales to business customers established in another EU Member State may, where legally permitted, be invoiced under the applicable reverse-charge or intra-community supply rules if a valid VAT number is provided and verified;

  • sales outside the EU may be subject to different tax treatment depending on applicable law.

We reserve the right to request documentation to verify business status, VAT status, or tax treatment before accepting or fulfilling an order.

You remain solely responsible for any taxes, customs duties, import charges, local fees, or reporting obligations applicable to your purchase.

7. Quotes, Reservations, and Orders

The Services may allow users to request quotes, request sourcing, reserve products, or place orders.

A quote, sourcing response, reservation, listing, cart display, invoice draft, or product availability display does not constitute binding acceptance of an order.

An order is considered accepted only when we expressly confirm it.

We reserve the right, at our sole discretion acting reasonably and in accordance with applicable law, to refuse, decline, place on hold, or cancel any request, reservation, or order, including where:

  • the product is no longer available;

  • supplier availability changes;

  • pricing is incorrect;

  • payment cannot be verified;

  • legal, compliance, fraud, sanctions, or other business risks arise;

  • shipment is restricted or impracticable.

Any temporary reservation or hold, if offered, is subject to a time limit specified by us and may expire automatically.

8. Payment Terms

Payment may be made through Shopify Payments, Stripe, bank transfer, or any other payment method expressly approved by us.

We do not store payment card details or sensitive payment credentials on our own systems.

All payment transactions are processed by authorized third-party payment service providers and are subject to their own terms, privacy notices, and security measures.

We may require full payment in advance before shipment, reservation, sourcing, or order release.

Where payment by bank transfer is accepted, the order may remain pending until cleared funds are received in full.

If payment is not made in full and on time, we reserve the right to delay fulfillment, cancel the order, suspend the account, or refuse future transactions.

9. Shipping and Delivery

Shipping timelines are estimates only unless expressly confirmed in writing.

Orders may be fulfilled by us, by third-party suppliers, or by logistics partners acting on our behalf.

Delivery may be delayed by matters outside our reasonable control, including supplier processing times, customs procedures, courier delays, security checks, documentation requirements, force majeure, regulatory intervention, or compliance reviews.

We are not liable for delay where it results from circumstances outside our reasonable control.

You are responsible for providing accurate shipping information and for complying with any import, customs, licensing, reporting, or local regulatory requirements applicable in your jurisdiction.

10. Inspection on Delivery

You must inspect the goods promptly upon delivery.

Any issue relating to:

  • incorrect item;

  • visible damage;

  • missing shipment;

  • certificate mismatch;

  • material discrepancy from the agreed specification

must be reported to us in writing without undue delay and, unless mandatory law provides otherwise, no later than 48 hours after delivery.

Failure to notify us within that period may be treated as acceptance of the goods.

11. Returns, Exchanges, and Cancellations

Due to the nature of the products and the professional, business-to-business context in which DiamondTrade operates, all sales are generally final unless otherwise agreed in writing.

Returns, exchanges, or cancellations may be accepted only in limited circumstances, including:

  • the wrong product was delivered;

  • the product materially does not match the agreed specification;

  • a verified authenticity or certificate issue exists;

  • another case is expressly approved by us in writing.

Products that are specially sourced, reserved, matched, customized, selected to order, or otherwise obtained specifically for your request may be non-cancellable and non-returnable.

Where a return is approved, the goods must be returned in the same condition in which they were supplied, together with all original certificates, documentation, seals, packaging, and related materials.

We reserve the right to reject returns that do not satisfy these conditions.

Shipping costs, bank charges, insurance costs, customs charges, and similar fees may be non-refundable unless the return results directly from our error.

12. Certification and Product Information

Products may be accompanied by grading reports or certificates issued by independent laboratories or certifying bodies, including but not limited to IGI, GIA, HRD, or other recognized institutions.

DiamondTrade does not independently re-grade or re-certify such products unless expressly stated.

We rely on product and certificate information provided by recognized laboratories and/or suppliers. While we take reasonable care in presenting such information, we do not guarantee that third-party grading, descriptions, or opinions are free from error.

As a professional buyer, you remain responsible for your own purchasing decisions.

13. Permitted Use of the Services

You may use the Services only for lawful business purposes and in accordance with these Terms.

You must not:

  • use the Services for unlawful, fraudulent, deceptive, or misleading purposes;

  • interfere with the operation, security, or integrity of the Services;

  • copy, scrape, harvest, reproduce, republish, or systematically extract content or data from the platform without prior written consent;

  • use automated means to access the Services in a manner that creates unreasonable load;

  • misrepresent your identity, business, tax status, or purchasing intent;

  • use our branding, content, or materials in a misleading or unauthorized way.

We reserve the right to monitor usage and act against misuse.

14. Intellectual Property

All content made available through the Services, including text, branding, logos, graphics, interface design, platform structure, original descriptions, and presentation materials, is owned by or licensed to Plan X Ltd and is protected by applicable intellectual property laws.

Nothing in these Terms grants you any ownership rights in the Services or related content.

You may not reproduce, distribute, modify, publish, display, or otherwise exploit our intellectual property without prior written consent.

15. Anti-Money Laundering (AML), Know Your Customer (KYC), and Know Your Business (KYB)

DiamondTrade applies a risk-based anti-money laundering, counter-terrorist financing, sanctions, fraud-prevention, and customer verification framework appropriate for the trade in diamonds, lab-grown diamonds, gemstones, and other high-value goods.

Due to the nature of the products offered through the Services, including high-value transactions, DiamondTrade reserves the right to review, verify, delay, suspend, refuse, or cancel any account, quotation, reservation, order, payment, shipment, or business relationship where we reasonably consider that legal, regulatory, financial, fraud, anti-money laundering, sanctions, or reputational risk may exist.

We may apply customer and business verification measures before or after account registration, before accepting an order, before dispatch, before releasing a shipment, or at any other stage of the business relationship.

15.1 General verification approach

As an internal compliance policy:

  • KYB (business verification) may be required before approving or fulfilling a first B2B order;

  • KYC (identity verification of the acting person and, where appropriate, beneficial owner verification) may be required for transactions with a value of EUR 10,000 or more;

  • we may apply KYC, KYB, or enhanced due diligence at any lower amount where the circumstances of the transaction or the customer relationship justify additional review.

15.2 When KYC or KYB may be required

DiamondTrade may require KYC, KYB, or additional checks in any of the following cases:

  • before opening, activating, or approving a business account;

  • before accepting or fulfilling a first order for a business customer;

  • for transactions of EUR 10,000 or more;

  • where the payer, customer, consignee, end user, or beneficial owner is located in, linked to, or connected with a higher-risk jurisdiction;

  • where the payment method, billing details, shipping details, company details, or order structure appears unusual, inconsistent, incomplete, or commercially unjustified;

  • where the transaction involves urgency, rerouting, split payments, mismatch between payer and customer, or other unusual indicators;

  • where we reasonably need to verify the identity of the person acting for a business customer;

  • where we reasonably need to verify the beneficial owner of a customer;

  • where enhanced review is required due to anti-money laundering, fraud, sanctions, export control, or legal risk.

15.3 Verification providers

Where verification is required, DiamondTrade may carry out identity verification and business verification through Sumsub or Entrust, depending on the customer’s location, profile, transaction characteristics, risk profile, document coverage, operational suitability, and internal compliance requirements.

DiamondTrade reserves the right to determine, acting reasonably, which verification provider is used in a particular case.

15.4 Information and documents we may request

For KYB, KYC, or enhanced review, we may request one or more of the following:

Business verification documents

  • company registration certificate or equivalent;

  • VAT registration details;

  • legal entity name, registration number, and registered address;

  • proof of business activity;

  • evidence that the acting person is authorized to represent the business;

  • ownership structure information;

  • information regarding the ultimate beneficial owner or owners.

Identity verification documents

  • government-issued identity document;

  • selfie, liveness check, or equivalent verification step;

  • proof of address, where appropriate;

  • additional information confirming authority to act for a legal entity.

Transaction-related information

  • information regarding the origin of funds;

  • explanation of the commercial purpose of the transaction;

  • information regarding the intended use of the goods;

  • information about the consignee, end user, delivery route, or destination where appropriate.

15.5 Cash transactions

DiamondTrade does not accept or process cash transactions that would create heightened anti-money laundering risk.

DiamondTrade reserves the right to refuse any cash transaction. In particular, cash transactions at or above legally relevant thresholds may be prohibited, restricted, or subject to enhanced review.

15.6 Enhanced due diligence

DiamondTrade may apply enhanced due diligence where the transaction or customer relationship presents elevated risk, including but not limited to:

  • high-value orders;

  • unusual or complex transaction patterns;

  • customers or counterparties connected with higher-risk jurisdictions;

  • politically exposed person exposure;

  • sanctions-related risk;

  • mismatch between payer, customer, consignee, and end user;

  • lack of a clear commercial or economic reason for the transaction.

15.7 Failure to cooperate

If requested information or documents are not provided, cannot be verified, or appear inaccurate, incomplete, inconsistent, or misleading, DiamondTrade may:

  • refuse or cancel the transaction;

  • place the order, account, payment, or shipment on hold;

  • suspend or terminate the account;

  • refuse to continue the business relationship;

  • make any report or disclosure required by applicable law.

15.8 No obligation to proceed

Nothing in any listing, quotation, sourcing response, reservation, invoice draft, or communication obliges DiamondTrade to proceed with a transaction where anti-money laundering, customer verification, sanctions, fraud, legal, payment, or compliance concerns arise.

DiamondTrade reserves the right to decline any transaction that does not satisfy its internal compliance requirements.

16. Sanctions Policy

DiamondTrade complies with applicable sanctions, export control, trade restriction, and embargo laws, including those of the European Union and any other laws applicable to our operations or transactions.

We do not knowingly sell, supply, ship, transfer, or otherwise make available products or services to:

  • sanctioned persons or entities;

  • persons acting on behalf of sanctioned persons or entities;

  • persons located in, resident in, or connected with jurisdictions subject to restrictions, where prohibited by law;

  • persons seeking to evade sanctions, trade restrictions, or export controls.

We reserve the right to screen customers, counterparties, beneficial owners, shipment destinations, and transactions against applicable sanctions lists and risk indicators.

We may refuse, suspend, cancel, or reverse any order or business relationship where:

  • the customer, beneficial owner, consignee, end user, or counterparty is subject to sanctions;

  • the transaction may involve prohibited routes, jurisdictions, or counterparties;

  • the transaction may directly or indirectly involve restricted Russian-origin diamonds or any other restricted product or origin prohibited by applicable law;

  • we reasonably suspect an attempt to evade sanctions rules or trade restrictions.

You represent and warrant that neither you, nor any person acting on your behalf, nor any beneficial owner, consignee, or end user involved in the transaction is subject to applicable sanctions or acting in violation of applicable sanctions laws.

You further agree not to resell, transfer, export, or otherwise use any product purchased from DiamondTrade in violation of applicable sanctions, export controls, or trade restrictions.

We reserve the right to request end-use declarations, ownership information, routing information, proof of origin, and any additional compliance documentation reasonably required to satisfy sanctions-related obligations.

17. Compliance Review and Order Holds

DiamondTrade may place an order, account, payment, shipment, quotation, or reservation on hold where a compliance review is required.

Such review may include anti-money laundering checks, customer identification checks, business verification, sanctions screening, fraud prevention measures, payment verification, review of the origin of funds, destination review, or supplier-side compliance requirements.

DiamondTrade is not liable for delay, suspension, refusal, or cancellation arising from reasonable compliance measures, legal obligations, supplier compliance requirements, or refusal by payment, logistics, insurance, or regulatory counterparties to proceed.

18. Customer Cooperation

By using the Services, you agree to cooperate promptly, fully, and in good faith with any reasonable compliance request made by DiamondTrade.

Failure to cooperate with AML, KYC, KYB, sanctions, fraud-prevention, or payment-verification checks may result in:

  • refusal of service;

  • suspension or termination of account access;

  • cancellation of quotations, reservations, or orders;

  • withholding of shipment until satisfactory verification is completed;

  • reporting to competent authorities where required by law.

19. No Obligation to Proceed

Nothing in the Services, a quote, a sourcing response, a reservation, an invoice draft, or any communication from DiamondTrade obliges us to complete a transaction where anti-money laundering, customer verification, sanctions, fraud, legal, supplier, payment, or regulatory concerns arise.

DiamondTrade reserves the right, subject to applicable law, to decline any transaction that does not satisfy its internal compliance requirements.

20. Disclaimer of Warranties

To the fullest extent permitted by law, the Services are provided on an “as is” and “as available” basis.

We disclaim all warranties, whether express, implied, statutory, or otherwise, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, uninterrupted availability, and error-free operation.

We do not guarantee that:

  • the Services will always be available or uninterrupted;

  • any product listing will remain available;

  • any search result, price, supplier feed, or product data will always be complete, current, or error-free;

  • the Services will meet all of your business expectations or needs.

21. Limitation of Liability

To the fullest extent permitted by law, Plan X Ltd, DiamondTrade, and their directors, officers, employees, affiliates, contractors, agents, and service providers shall not be liable for any indirect, incidental, special, consequential, punitive, or exemplary loss or damage, including loss of profit, loss of business, loss of opportunity, loss of goodwill, business interruption, or loss of data, arising out of or in connection with the Services or any goods purchased through the Services.

Our total aggregate liability in relation to any claim shall not exceed the amount actually paid by you to us for the specific order giving rise to the claim.

Nothing in these Terms excludes liability that cannot lawfully be excluded.

22. Indemnity

You agree to indemnify, defend, and hold harmless Plan X Ltd, DiamondTrade, and their affiliates, officers, employees, contractors, and agents from and against any claims, liabilities, losses, damages, costs, and expenses arising out of or related to:

  • your use of the Services;

  • your breach of these Terms;

  • your violation of applicable law;

  • your misuse of goods;

  • inaccurate, incomplete, or misleading company, tax, payment, shipping, compliance, or customer information supplied by you.

23. Suspension and Termination

We may suspend, restrict, or terminate your access to the Services at any time where we reasonably believe that:

  • you have breached these Terms;

  • your account presents fraud, compliance, or security risk;

  • continued access would expose us, our suppliers, or other users to risk;

  • required information or documents have not been provided;

  • continued cooperation is commercially or legally inappropriate.

Termination does not affect any rights or obligations accrued before termination.

24. Governing Law and Jurisdiction

These Terms are governed by the laws of Bulgaria, unless mandatory law provides otherwise.

Any dispute arising out of or in connection with these Terms or the Services shall be subject to the exclusive jurisdiction of the competent courts in Bulgaria, unless applicable mandatory law requires otherwise.

25. Changes to These Terms

We may update these Terms from time to time to reflect changes in our business, legal obligations, Services, or platform functionality.

The updated version will be posted on this website and the “Last updated” date will be revised.

Your continued use of the Services after any such update becomes effective constitutes acceptance of the revised Terms.

26. Contact

If you have any questions regarding these Terms, please contact us at:

Plan X Ltd
Email: omar@diamondtrade.bg
Phone: +359 877 998 775
Address: Sofia, Bulgaria
VAT number: BG203809678
Trade number: 203809678