Terms and Conditions

1. Agreement and eligibility

By using this website you confirm that you are at least 18 years old and legally capable of entering into binding contracts in your country of residence. If you are placing an order on behalf of a company, organisation or event planner, you confirm that you have authority to bind that entity to these Terms. Access to and use of this website is granted for lawful purposes only.

2. Our products and the nature of your order

Gem Vial specialises in genuine lab-grown diamond wedding favours and bespoke presentation products crafted to your specifications. Every item is made to order. Submitting a request through the website starts a quotation and consultation process and is not, by itself, a final sale contract. A binding order exists only once Gem Vial sends written confirmation and the required payment or deposit clears.

3. Quotations, pricing and payment

All prices are quotation-based and subject to written confirmation. Displayed estimates may change due to currency movements, supplier pricing, material availability and courier charges at time of final confirmation. Unless otherwise agreed in writing, production starts only after required payment or deposit is received. Gem Vial may withhold dispatch until all outstanding amounts are paid in full.

4. Design approval and proofing

Where personalisation, custom engraving or bespoke design is involved, Gem Vial will provide a digital proof or design approval prior to production commencing. You must review proofs carefully and confirm approval in writing. Once you have approved a proof, Gem Vial is not responsible for errors contained in the approved artwork, text or specifications. Production begins only after written approval is received. Requesting changes after approval may incur additional charges and extend lead times.

5. Production timelines and lead times

Lead times are estimates and are confirmed in writing per order. Subject to stock and production capacity, local dispatch may occur within approximately 14 working days, while international delivery timing depends on customs and destination logistics. Delays may occur due to supplier interruptions, customs inspections, courier delays or force majeure events. We will communicate any material delay promptly.

6. Product quality, diamonds and tolerances

All lab-grown diamonds supplied by Gem Vial are genuine, ethically produced diamonds with the same physical and optical properties as mined diamonds. Carat weight, colour, clarity and cut grades are as specified in your written order confirmation. Diamond appearance, surface lustre and perceived colour can vary under different lighting conditions — product photography is illustrative and not a guaranteed representation of every stone. Where a total carat weight commitment is stated, Gem Vial will meet or exceed that aggregate specification subject to reasonable production tolerances. If you have specific grading requirements, please confirm these in writing before placing your order.

7. Your content and submitted information

You are solely responsible for the accuracy of all names, messages, personalisation text, artwork files, delivery addresses and other information you submit. You warrant that you own or have all necessary rights to any content you submit and that its use by Gem Vial for production and fulfilment purposes does not infringe any third-party rights, including copyright, trade mark or image rights. You grant Gem Vial a limited, non-exclusive, royalty-free licence to use submitted content strictly for the purposes of proofing, production, quality review and order fulfilment. Gem Vial will not use your personalised content for marketing without your separate, explicit consent.

8. Cancellations, changes and returns

Because every Gem Vial product is individually made to order, cancellations after written confirmation are subject to the following:

• Before design approval: Cancellations are accepted; the deposit is retained to cover design and administration costs.
• After design approval but before production begins: Cancellations are accepted; a cancellation fee of up to 50% of the order value applies.
• Once production has commenced: Orders cannot be cancelled. In exceptional circumstances Gem Vial may consider a cancellation at its discretion, subject to a fee that reflects costs already incurred.

Returns are not accepted on completed bespoke items except where the item is materially defective or does not match the approved specification. Defect claims should be raised promptly after delivery with clear evidence. Remedies may include repair, replacement, credit or another reasonable outcome as required by applicable law.

9. Shipping, delivery and risk

Gem Vial offers tracked worldwide delivery where operationally and legally permitted. Delivery options and estimated timelines are provided during quoting/confirmation. Risk transfer, signature requirements and insurance options may vary by courier lane and destination. Gem Vial is not liable for delays caused by customs processing, destination regulations, incorrect address details, unavailable recipients or events outside our reasonable control.

10. Taxes, duties and import charges

Prices quoted by Gem Vial do not include destination-country VAT, GST, customs duties, import brokerage fees or any other taxes levied by your country of import. Unless explicitly stated otherwise in your written order confirmation, you are solely responsible for all such charges. Gem Vial recommends checking your local customs authority before placing an international order.

11. Acceptable use

• You must not upload malicious files, unlawful content or materials that infringe intellectual property or other rights.
• You must not attempt to circumvent access controls, probe security vulnerabilities or interfere with the operation of the website or its underlying systems.
• You must not misuse private share links, order references or customer data.
• You must comply with all applicable export controls, sanctions regulations and import laws relevant to your jurisdiction.
• You must not use this website to facilitate any fraudulent, deceptive or unlawful transaction.

12. Intellectual property

All website content, design systems, visual identity, photography, copy, software and underlying architecture are the exclusive property of Gem Vial or its licensors. Nothing in these Terms grants you any right to reproduce, distribute, modify or commercialise any part of the website or its content beyond what is strictly necessary for your personal, non-commercial use of the service. Custom designs created by Gem Vial for your order remain the intellectual property of Gem Vial unless ownership is explicitly transferred in writing as part of a separate agreement.

13. Warranty and craftsmanship guarantee

Gem Vial stands behind the quality of its workmanship. If a manufacturing defect in materials or craftsmanship becomes apparent within 6 months of the confirmed delivery date, contact us and we will assess the item. Normal wear, accidental damage, mishandling, third-party modification or damage arising from conditions outside our control are excluded. This warranty does not affect any statutory rights you may have under applicable consumer protection laws in your country of residence.

14. Limitation of liability

To the maximum extent permitted by law, Gem Vial's liability for claims connected to a specific order will generally not exceed the amount paid for that order. Gem Vial is not liable for indirect or consequential losses unless liability cannot legally be excluded. Nothing in these Terms excludes rights or remedies that cannot be waived under applicable consumer law.

15. Force majeure

Gem Vial will not be in breach of these Terms or liable for any delay or failure to perform its obligations where that delay or failure arises from circumstances beyond our reasonable control, including but not limited to natural disaster, pandemic, civil unrest, supplier failure, transport disruption, government restriction or acts of war. In such circumstances Gem Vial will notify you as soon as reasonably practicable and work to resume performance or agree an appropriate resolution.

16. Privacy and data

Your personal information is handled in line with applicable South African data protection rules and our website policies. See our POPI Policy, PAIA Policy and Privacy Policy for details.

17. Governing law and disputes

These Terms are governed by the laws of the Republic of South Africa. Subject to applicable law, disputes will be handled by competent South African courts. This clause does not limit or remove any mandatory consumer rights or protections that may apply to overseas consumers under the laws of their home jurisdiction.

18. Changes to these Terms

Gem Vial may update these Terms from time to time. The version published on this page at the time your order is confirmed is the version that governs that order. We encourage you to review this page before placing each new order.

19. Contact

For questions about these Terms, shipping, warranty claims or order support, contact [email protected] or call +27 21 217-1111.