Where these rules come from

Mine and Grown sells through TikTok Shop. Every timing in this policy is taken from TikTok Shop's own Fulfillment Policy and its Customer Order Cancellation, Return, and Refund Policy, both of which apply to us as a seller.

TikTok updates these rules regularly. If a timing here has fallen out of date, the version in Seller Center is the one that counts.

We also sell privately, to buyers who contact us directly for a stone outside the auctions. Those orders are not TikTok Shop orders, so TikTok's timings and buyer protection do not apply to them. Everything else in this policy does, and terms are agreed with you in writing before payment.

The timings at a glance

Business days exclude Saturdays, Sundays and US federal holidays. TikTok may extend these windows during holidays or carrier disruption, and gives sellers notice when it does.

The delivery estimate shown at TikTok Shop checkout is the date that governs your order.

Certification on every stone

TikTok Shop treats diamonds as a restricted category. Sellers need category authorization, and every individual listing has to carry its own certificate.

• Natural stones ship with a Natural Diamond Certificate
• Laboratory grown stones ship with a Lab Created Diamond Certificate stating carat size
• Reports come from GIA, IGI, AGS or AIG
• The certificate matches the listing exactly, including carat, colour, clarity and the report number shown on the live
• We do not sell rough or uncut diamonds, which TikTok Shop prohibits

Laboratory grown stones are identified as laboratory grown in the listing, on the live and on the invoice. We never let origin be ambiguous.

How an order is created

Stones are auctioned live on TikTok at @mineandgrown at 8 AM, 6 PM and 10 PM Eastern. Each stone is shown with its report number on screen. The highest bid when the timer ends wins that stone.

Checkout runs through TikTok Shop. Paying inside TikTok Shop is what gives you buyer protection, the return window and the refund process described below.

Cancelling an order

• You can cancel within one hour of purchase, and TikTok Shop approves it automatically
• You can cancel without our approval any time before the order reaches Awaiting Collection
• If you request a cancellation before the dispatch deadline, we have 24 hours to respond. If we do nothing, TikTok Shop approves it and refunds you
• TikTok Shop auto cancels any order that has not been collected by a carrier within 7 days of the order date

We may also cancel and refund in full if a stone fails its verification against the report, or if a listing carried a grading or pricing error. That is rare, and you are told why.

Dispatch

Paid orders are verified against the grading report, photographed and packed, then handed to the carrier within the dispatch window above.

TikTok counts an order as dispatched only once the carrier physically scans it. Creating a label is not dispatch. That is why tracking sometimes appears a few hours before the first scan.

Delivery

Every stone is insured for its full purchase price and requires a signature, at no cost to you. Nothing is ever left at a door, in a lobby, or with a neighbour.

The carrier is chosen by value, because coverage limits differ:

• Tamper evident packaging with the grading report enclosed
• Plain outer packaging with nothing on it indicating the contents
• Tracking sent as soon as the label is created

Registered Mail is slower than UPS on purpose. Your parcel leaves the ordinary mail stream, is held in locked containers, and every postal employee who touches it signs for it. On a five figure stone that trade is worth making.

If nobody is there, the carrier attempts delivery again and then holds the parcel, at a UPS access point or at your Post Office. It is up to you to collect it or arrange redelivery before it comes back to us. A recipient on a Registered Mail parcel may also be asked for photo identification.

Shipping outside the United States

Auction orders placed through TikTok Shop ship within the United States only. That is a platform limitation, not ours.

Private orders can ship internationally by arrangement. Ask before you buy, because the answer depends on where you are.

What changes when a parcel crosses a border

• Stones travel by FedEx International Priority. Ordinary international registered post can take two to four weeks and is not safe for a stone
• Transit runs roughly three to seven business days to major markets, plus one to three more for customs
• Duties, import VAT and clearance fees are yours, not ours, unless we have agreed otherwise in writing before payment
• The commercial invoice states the true contents and the full price paid. We do not under declare a stone or mark it as a gift, and we will not ship if asked to
• Some countries restrict gemstone imports, cap the number of high value items per parcel, or require a certificate of authenticity to clear. Checking your own country's rules is your responsibility
• Insurance limits abroad are lower than at home, and claims take longer to settle

If a parcel is refused, abandoned at customs, or returned because duties went unpaid, we refund the stone less actual shipping and any charges we are billed.

Lost or damaged in transit

Risk stays with us until the package is signed for. If a stone goes missing in transit, filing the carrier claim is our job, not yours. You get a comparable replacement or a full refund, and you do not wait on UPS to settle before we make you whole.

If the box arrives opened or damaged

Refuse the delivery. If it was already accepted, photograph the packaging before opening any further and email us within 24 hours. Do not throw the packaging away, because the carrier will ask for it.

Returns

Returns are accepted within 30 days of delivery, which is the standard TikTok Shop return window. You do not need to give a reason, though TikTok asks you to pick one and may ask for photographs.

Open the return in the TikTok Shop app under your order. That is the route that keeps you inside buyer protection. An insured prepaid label is issued.

How fast we answer a return

TikTok Shop gives sellers 48 hours to respond to most return requests, and 4 business days for items over 100 dollars, which covers everything we sell. If a seller misses that deadline, TikTok approves the return automatically and refunds at the seller's expense.

We answer well inside that window. TikTok also measures our average After-sales Handling Time over a rolling 60 day period, so being slow costs us directly.

TikTok customer service may open a partial refund request on your behalf for certain order problems, such as a wrong or damaged item. Those come to us through Seller Center and are handled the same way.

Condition a stone must come back in

Returned diamonds go back into inventory and are resold, so the condition rules are stricter than for ordinary goods. TikTok Shop also requires returned items to be in original condition.

• The stone must be unset and unaltered. Once set into a mounting it is no longer returnable
• Not recut, repolished, treated, laser inscribed or cleaned with anything abrasive
• The original grading report must come back with it
• Original packaging and any security seal intact

Inspection takes up to three business days from delivery of the return.

What cannot be returned

• Stones set into a ring or any other mounting
• Stones that have been recut, repolished, engraved or laser inscribed
• Stones returned without their grading report
• Anything past the 30 day window

Who pays return shipping

• Not as described, wrong stone, or damaged: we pay both ways and refund in full
• Changed your mind: TikTok Shop splits the return shipping cost between the platform and the seller, with the split set by our Shop Performance Score. You are issued an insured prepaid label either way

Refunds

Refunds go through TikTok Shop to your original payment method once the return passes inspection. TikTok releases the refund on its own schedule, and your bank usually takes another five to ten days to post it.

Shipping was free, so there is nothing withheld there.

Contact

Message us in TikTok Shop under your order, which is the fastest route and keeps everything on record. For anything else, email [email protected] with your report number.

Who we are

Mine and Grown sells loose certified diamonds, natural and lab grown, at mineandgrown.com and by live auction on TikTok at @mineandgrown. This policy covers information collected through the website, the TikTok shop and lives, our social accounts and any email you send us.

Questions go to [email protected].

What we collect

You give us

• Name, email address and phone number
• Shipping and billing address
• Order history, including which stones you bid on, won or returned
• Messages you send by email, TikTok, Instagram or Pinterest
• Anything you type into the auction reminder form on our site
• Your budget, shape preference and timing if you email us for a private shortlist

We do not hold your card

Payments run through Shopify Payments, TikTok Shop or another processor. Card numbers go straight to them. We see the last four digits and whether a payment cleared, and nothing else.

Collected automatically

Our site runs on Shopify, which sets cookies and logs technical data on every visit.

• IP address, browser, device type and operating system
• Pages viewed, time on page and the link that sent you to us
• Cart and session activity
• General location at city level, derived from IP

Most browsers let you refuse cookies. Refusing them will break checkout and the reminder signup.

Information from TikTok Shop

When you buy through TikTok Shop, TikTok passes us the details needed to fulfil the order, mainly your name, shipping address and order contents.

What happens inside TikTok, including your comments, bids and profile, is governed by TikTok's privacy policy rather than this one.

How we use it

• Taking payment, verifying a stone against its report, packing and shipping your order
• Sending order confirmations, tracking and after sales messages
• Handling returns, refunds and insurance claims
• Answering your questions and putting together private shortlists
• Sending auction reminders, if you asked for them
• Fraud prevention and identity checks on high value orders
• Meeting record keeping obligations for jewelry sales

Who we share it with

We do not sell your information. We share only what a provider needs to do its job.

• Shopify, which hosts the store and processes orders
• Payment processors, for taking and refunding money
• TikTok Shop, for orders placed there
• Shipping carriers and insurers, for delivery and claims
• Klaviyo, which sends our auction reminder emails
• Grading laboratories, where a report needs verifying or reissuing
• Professional advisers, and law enforcement where the law requires it or where we are investigating fraud

Advertising and tracking

We run pixels from TikTok, Meta, Pinterest and Google on mineandgrown.com. These tell us which ads and which lives bring people to the site, and they let us show ads to people who have visited before.

You can limit this through your browser settings, your ad settings on each platform, or a Global Privacy Control signal, which we honour where it is sent.

How long we keep it

• Order and payment records: seven years, for tax and insurance purposes
• Marketing contacts: until you unsubscribe, then a suppression record so we do not email you again
• Support emails: three years
• Website analytics: normally 24 months

Your rights

Depending on where you live you may have the right to:

• Ask what we hold about you and get a copy
• Correct anything wrong
• Ask us to delete it, subject to records we must keep by law
• Opt out of marketing at any time
• Opt out of targeted advertising and any sale or sharing of your data
• Not be treated differently for exercising any of these

Email [email protected] and we will respond within 45 days. We may need to confirm who you are first, particularly where an order is involved.

Residents of California, Colorado, Connecticut, Virginia and other states with privacy statutes have these rights by law. Residents of the UK and the EU have equivalent rights under the GDPR.

Sale and sharing of data

We do not sell personal information for money. Under some state laws the use of advertising pixels counts as sharing for targeted advertising. If you want that switched off for you, email us and we will suppress it.

Security

The site runs over encrypted connections and card data never touches our systems. Order records sit inside Shopify and TikTok Seller Center, both of which are access controlled.

No system is perfect. If a breach affects you, we will tell you and the relevant regulator within the time the law allows.

Age

This is not a service for children. You must be 18 to bid, buy or join our email list. We do not knowingly collect information from anyone under 18, and we delete it if we find it.

Changes

When this policy changes the date at the top changes with it. Material changes will be announced on the site and by email to anyone on the reminder list.

Contact

Mine and Grown LLC, an Illinois limited liability company
[email protected]
mineandgrown.com

Agreeing to these terms

These terms apply when you use mineandgrown.com, watch or bid in a Mine and Grown live auction, or buy a stone from us. Bidding means you accept them.

Buying through TikTok Shop also means agreeing to TikTok's own terms and policies. Where these terms and TikTok's disagree on a TikTok Shop order, TikTok's govern, and whichever is more favourable to you applies. Our shipping, dispatch, cancellation and return timings are taken from TikTok Shop's Fulfillment Policy and are set out in the shipping and returns policy.

Who can bid

You must be at least 18 and able to enter a binding contract. You must bid under your own account and ship to an address you control.

We may refuse or cancel a bid from anyone, and we may block an account, without giving a reason. Grounds include suspected fraud, previous non payment, shill bidding, or harassment in chat.

How the auction works

Auctions run live on TikTok at @mineandgrown three times a day, at 8 AM, 6 PM and 10 PM Eastern. Each stone is shown on camera with its GIA or IGI report number displayed.

• Bids are placed in the live chat during that stone's timer
• The highest valid bid when the timer ends wins
• Some stones carry a reserve. If it is not met, the stone does not sell
• We may pause, extend or restart a lot if the stream drops or the chat fails
• If a stone is misgraded, mispriced or misdescribed on air, we may void that lot and refund it

Bids are binding

Checkout runs through TikTok Shop. Paying inside TikTok Shop is what gives you buyer protection, the 30 day return window and the refund process in our shipping and returns policy. Unpaid lots go back to a future auction, and repeated non payment gets an account blocked from bidding.

We will never ask you to pay by direct message, bank transfer, payment app or any link outside TikTok Shop. Anyone doing that is impersonating us.

Retracting a bid mid lot, bidding without intent to pay, or bidding up your own stones are all grounds for a permanent block.

Pricing and payment

Prices are in US dollars and do not include sales tax, which is added at checkout where required. Shipping is free and insured within the United States. International orders are by arrangement on private sales only, and any duties, import VAT and clearance fees are the buyer's, as set out in our shipping policy.

Obvious errors in price or specification do not bind us. If a stone is listed at a clearly wrong figure we may cancel and refund rather than fulfil, and we will tell you why.

Grading, reports and descriptions

TikTok Shop treats diamonds as a restricted category and requires a certificate on every listing. Each stone is graded by GIA, IGI, AGS or AIG and ships with its original report, which matches the listing exactly. We report what the laboratory found. We do not grade stones ourselves and we do not overrule a report. We do not sell rough or uncut diamonds, which TikTok Shop prohibits.

Cut grades on our stones range from ideal to good. Where a report shows a laboratory's own top grade, such as Excellent on a GIA report, that is the wording that governs, not any shorthand used on air.

Grading is a trained human judgement, not a measurement. Two laboratories can grade the same stone differently by a step. That variance is normal and is not a defect.

Lab grown disclosure

Laboratory grown diamonds are identified as laboratory grown during the auction, in the listing and on the invoice, and ship with a Lab Created Diamond Certificate stating carat size. Natural stones ship with a Natural Diamond Certificate. Both share the same chemical, physical and optical properties and are graded on the same scales by the same laboratories.

We never describe a laboratory grown stone as a natural or mined diamond, and we never imply one where the origin is unclear.

What we do not promise

• Screen colour. Phone cameras, ring lights and your own screen all change how a stone looks. We do our best on camera, but no live stream is a colour reference
• Resale value. Diamonds are not investments. Retail prices, and lab grown prices in particular, have moved sharply and may keep moving. Nothing we say is a prediction of what a stone will be worth later
• Appraisals. An appraisal for insurance is a replacement estimate, not a resale figure, and it will usually be higher than what you paid
• Setting. We sell loose stones. Any jeweler who sets a stone is responsible for what happens during setting, including chipping

Title and risk

Title passes when payment clears in full. Risk of loss stays with us until the package is signed for. Details on shipping and returns are in our shipping and returns policy, which forms part of these terms.

Filming and live chat

Auctions are live streamed and may be recorded, saved and reposted as clips. If you comment, bid or join the stream, your username and your messages may appear in that footage and in content we post afterwards.

We do not display buyer addresses, payment details or full names on air.

Conduct in the lives

Harassment, hate speech, threats, spam, impersonation, and attempts to move a sale off platform to avoid buyer protection all get you removed and blocked.

Please do not ask us to complete a sale outside TikTok Shop. TikTok Shop restricts off platform communication and the soliciting of buyer information, we follow those rules, and moving a sale off platform would strip you of buyer protection.

Our content

The Mine and Grown name, our site, our photography and our video are ours. You may share and repost our clips with credit. You may not use them to sell your own goods or to imply we endorse you.

Disclaimers and liability

Other than the warranties written here and the rights you have by law, stones are sold as they are described on their grading report.

To the fullest extent the law allows, our total liability for any order is limited to what you paid for it. We are not liable for indirect or consequential loss, including loss of value, loss of profit, or damage caused during setting by a third party.

Nothing here limits liability for fraud or anything else that cannot be limited by law, and nothing here removes a consumer right you have under state or federal law.

Governing law and disputes

These terms are governed by the laws of the State of Illinois, without regard to conflict of law rules. Mine and Grown LLC is an Illinois limited liability company.

Talk to us first. Most problems are solved by an email to [email protected] within a day.

Changes

We may update these terms. The date at the top will change when we do. The version in force is the one published at the time you placed your bid.

Contact

Mine and Grown LLC, an Illinois limited liability company
[email protected]
mineandgrown.com  ·  @mineandgrown on TikTok and Instagram