User Service Agreement

This diamond holds the trace of life,and guards your eternal faith.

May love and belief remain unchanging,as eternal as a diamond.

Last Updated: March 25.2026

Welcome to the official website (hereinafter referred to as “this Website”) of longingandlove (hereinafter referred to as “the Company”, “we”, or “longingandlove”). This Agreement is entered into by and between longingandlove (Company Address: Room 1508, 15/F, Office Tower Two, Grand Plaza, 625 Nathan Road, Mong Kok, Hong Kong) and the users who access or use this Website (hereinafter referred to as “you” or “the Customer”).

Important Notice: The product you are purchasing is a Custom Life Diamond. This product is exclusively crafted based on the biological materials (such as hair) provided by you, making it unique and non-reproducible. Once the production process has commenced, the order cannot be cancelled, and returns or refunds without cause are not supported. Please read the entire content of this Agreement carefully before submitting your order, especially the portions in bold and underlined.

1. Acceptance and Amendment of the Agreement

By accessing this Website, registering an account, placing an order, or otherwise using the services provided by this Website, you are deemed to have read, understood, and agreed to be bound by this Agreement.
The Company reserves the right to modify this Agreement at any time. The modified Agreement will be published on this page with the “Last Updated” date indicated. For significant changes (such as adjustments to the refund policy), we will notify you via email. Your continued use of the service after such changes constitutes your acceptance of the modified terms.

2. Eligibility and Declarations

You confirm that you are at least years of age and possess full capacity for civil conduct.
Special Declaration: You guarantee that the biological materials (such as hair) provided are your own or that you have obtained legal authorization for their use.
Should any disputes or legal conflicts arise regarding the source of the materials, you shall bear full responsibility, and the Company reserves the right to refuse production and terminate the order.

3. Account Registration and Security

You are required to provide accurate and complete registration information (including name, address, and contact details). You shall bear all consequences, such as lost packages or customs clearance failure, resulting from inaccurate information or failure to update changed information in a timely manner.
You are responsible for maintaining the confidentiality of your account and password. All actions performed under your account (including order submission and information upload) are deemed to be your own actions.

4 . Custom Order Process (Key Terms)

The production process for a longingandlove Life Diamond is divided into the following steps, each constituting a critical stage in the performance of the contract:

Step 1: Order Submission and Collection Kit Dispatch After you submit an order on this Website and complete full payment, we will mail a hair collection gift box(containing collection tools, instructions, and return packaging) to the address you provided.

Contract Formation: This Agreement becomes effective upon order submission and payment, although production has not yet started.

Step 2: Return of Biological Materials After completing the hair collection according to the instructions, you must mail the collection kit to our designated partner laboratory in the United States (the address is specified in the instructions within the collection kit).

Risk Warning: You shall bear the transportation risks after dispatch, including loss, delay, damage, or losses caused by customs detention during the return process. We recommend using a trackable courier service and retaining the mailing receipt.

Step 3: Material Confirmation and Production Commencement Once the U.S. partner receives the collection kit and confirms that the materials meet the production
standards, the materials will be transferred to the Company’s headquarters (or designated production center). After the materials arrive at the U.S. partner laboratory,
we will notify you to confirm receipt, at which point the production process officially begins.

Important: If the materials do not meet production standards due to insuf f icient quantity, contamination, or other reasons, we will notify you via email to discuss solutions (such as providing supplementary materials or adjusting the plan). If you are unable to provide supplementary materials, the order will be cancelled, and the paid amount will be refunded (minus incurred logistics and processing fees).

Step 4: Diamond Production and Delivery The production cycle typically takes [2] to [3] months (subject to specific production progress notifications). Upon completion, we will mail the finished product (Life Diamond jewelry) to your provided address via a trackable courier service.

5 . Payment and Pricing

All prices are listed in [US Dollars (USD)].

The price includes the diamond production fee, basic jewelry material fees, and import duties, value-added tax (VAT), and customs clearance service fees upon final product delivery (borne by the Company).

The price does not include:

The mailing cost of the initial hair collection kit (borne by the Company);
The shipping cost for you to return the collection kit to the U.S. partner.

Charity Commitment: Regarding the return shipping costs borne by you, please send a photo of the courier invoice to the Company’s email at [alexlee518@outlook.com]. We will donate an equivalent amount to the United Nations Children’s Fund (UNICEF) in your name and provide you with a donation certificate.

Supported Payment Methods: [Stripe / PayPal / Credit Card / Bank Transfer, etc.]. You guarantee that the payment method is legally authorized.

6 . Non-Applicability of “Return Without Cause” for Custom Products (Emphasis)

Given that Life Diamonds are exclusively customized based on the unique biological materials provided by you, possess distinct personal attributes, are non-reproducible, and the raw materials cannot be restored to their original state once the production process has started:

This product is not eligible for “7-day return without cause,” regardless of whether you are located in China, Europe, the United States, or any other jurisdiction.
Once the production process has commenced (i.e., after the materials are confirmed as qualified in Step 3), the order is non-cancellable and non-refundable, unless production cannot be completed due to the Company’s reasons (such as technical failure).
If the order cannot be completed or the finished product cannot be delivered due to your personal reasons (such as incorrect address, refusal of the package, or failure to provide materials in a timely manner), no refund will be issued. If reproduction or re-delivery is required, you shall bear the additional production and shipping costs.

7. Quality Assurance and Defect Handling

Production Defects: If the finished product has obvious production defects (such as severe internal impurities in the diamond, loose setting, or cracked metal), please contact us with clear photos or videos within 7 days of receipt. Upon confirmation, we will repair or reproduce the item for you free of charge.
Appearance Variations: Due to the natural characteristics of diamonds and the production process, the final product may have slight differences in color, clarity, and size compared to the rendering; these do not constitute quality defects.
Certificates: Each Life Diamond is accompanied by an identification certificate issued by the IGI (International Gemological Institute). The certificate information is based on the actual item.

8. Shipping, Logistics, and Transfer of Risk

Final Product Delivery: The finished product will be sent via a reliable international courier company (such as DHL, FedEx, UPS) chosen by us, and a tracking number will be provided.
Transfer of Risk: The risk of loss or damage transfers to you once the product is delivered to the carrier. We will purchase basic insurance at the time of shipment, but in the event of logistics damage, you must cooperate in filing a claim with the carrier.
International Customs Clearance: The Company is responsible for handling import customs clearance procedures and paying duties and VAT. You must ensure that the recipient information provided is accurate and cooperate in completing any necessary identity verification for customs clearance.

9. Intellectual Property

All content on the longingandlove website (including text, images, designs, videos, and brand logos) is owned by the Company. You may not copy, modify, distribute, or use it for commercial purposes. You agree that the completed diamond jewelry is your personal property, but you may not reproduce or counterfeit our brand logo in any form.

10. Privacy Policy and Cross-Border Data Transfer

We value your privacy. Your personal information (name, address, contact details) and information related to biological materials will be processed in accordance with our Privacy Policy.

For EEA Users: We process your personal data in accordance with the General Data Protection Regulation (GDPR). You have the right to access, correct, delete, and restrict processing. Biological material itself is not “personal data,” but the associated identifying information is protected.
For California Users (CCPA): We do not sell your personal information. You have the right to request disclosure of the categories and purposes of personal information collected and the right to request deletion (except for information that must be retained to complete the order).

Please refer to our Privacy Policy for details, which forms part of this Agreement.

11. Disclaimer

To the maximum extent permitted by law, this Website and its services are provided “as is,” and we make no express or implied warranties, including but not limited to fitness for a particular purpose.
We shall not be held liable for delivery delays or failure to perform due to force majeure, such as natural disasters, war, strikes, customs detention, courier delays, or international sanctions.

12. Limitation of Liability

To the maximum extent permitted by applicable law, the Company and its directors, employees, and partners shall not be liable for any indirect losses (including loss of profits, damage to goodwill, or loss of data) resulting from the use or inability to use this service. For any direct losses, the Company’s total liability shall not exceed the amount you paid for the order.

13. Governing Law and Dispute Resolution

The interpretation, validity, and dispute resolution of this Agreement shall be governed by the laws of Hong Kong, China.

Any dispute arising from this Agreement shall first be resolved through friendly negotiation via email. If negotiation fails, either party has the right to file a lawsuit in a court with jurisdiction in Hong Kong, China.

For EU Consumers: If you are located in the EU, this Agreement does not affect the mandatory rights granted to you by the consumer protection laws of your country (however, please note that custom-made goods are an exception to the “return without cause” rule under EU law).