Privacy policy

Last updated: September 8, 2026

Spence Diamonds Ltd. (“Spence Diamonds,” “Spence,” “we,” “us” or “our”) is committed to respecting and protecting your privacy.

This Privacy Policy explains how we collect, use, disclose, retain and protect personal information when you visit or use spencediamonds.com (the “Website”), purchase or inquire about our products, create an account, book or attend an appointment, visit a Spence showroom, subscribe to marketing communications, participate in promotions or surveys, interact with us through social media, apply for employment, or otherwise communicate or interact with Spence (collectively, the “Services”).

Our online store is powered by Shopify, which provides technology that enables us to operate portions of our ecommerce Services.

We handle personal information in accordance with applicable privacy laws and other legal requirements. Please read this Privacy Policy carefully to understand how we manage your personal information.

What Is Personal Information?

“Personal information” generally means information about an identifiable individual or information that can reasonably be linked to an individual.

Personal information does not include information that has been anonymized or de-identified so that it can no longer reasonably identify you.>

Personal Information We May Collect

The information we collect depends on how you interact with Spence and may include:

• Contact information: including your name, email address, telephone number, billing address and shipping address.
• Account information: including information associated with your customer account, preferences, settings and authentication information.
• Order and transaction information: including products you view, place in your cart or wishlist, purchase, return, exchange or cancel, as well as your transaction and order history.
• Payment information: including payment method, payment confirmation and information required to complete or verify a transaction. Payment information may be processed by Shopify, payment processors, financing providers or other service providers on our behalf.
• Appointment and showroom information: including appointment details, showroom preferences and information you choose to provide during your interactions with our team.
• Communications: including information you provide when you contact customer service, communicate with a showroom, submit a form, participate in a survey or otherwise contact us.
• Marketing information: including your email address, telephone number, location, communication preferences and information relating to your interaction with our marketing communications.
• Device and technical information: including your IP address, browser type, device type, operating system, network information, time zone and other online identifiers.
• Usage and analytics information: including pages viewed, links clicked, searches, time spent on the Website, referring pages, cart or wishlist activity and other interactions with the Services.
• Location information: including general location information derived from your IP address and, where enabled and permitted, more precise geolocation information.
• Social media information: where you interact with Spence through social media platforms or other third-party services.
• Contest, promotion and survey information: where you voluntarily participate in a contest, promotion, initiative, poll, form or survey.
• Employment application information: including your name, contact information, resume, cover letter and other information you provide when applying for employment with Spence.

How We Collect Personal Information

We may collect personal information:

• directly from you, including when you make a purchase, create an account, book an appointment, visit a showroom, submit a form, subscribe to communications, participate in a promotion or communicate with us;
• automatically through the Website and Services, including through cookies, pixels and similar technologies;
• from Shopify and our service providers, including ecommerce, payment, analytics, technology, advertising, customer-support, fulfilment and shipping providers;
• from business and marketing partners, where permitted by law; and
• from third-party platforms, such as social media services, depending on your settings and how you interact with Spence through those platforms.

Consent

Where required by law, we obtain your consent to collect, use or disclose personal information.

Consent may be express or implied depending on the nature and sensitivity of the information, the purpose for which it is being collected, and your reasonable expectations.

For example, when you voluntarily provide information that is reasonably necessary to complete a purchase, arrange delivery or book an appointment, your consent to the related collection and use may be implied.

Where personal information is sensitive, or where the collection, use or disclosure would not reasonably be expected, we will obtain express consent where required by law.

You may withdraw your consent to certain uses or disclosures of personal information, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may affect our ability to provide certain products, services or functionality to you.

How We Use Personal Information

We may use personal information for the following purposes.

Providing Products and Services

We use personal information to:

• process payments and transactions;
• fulfil orders;
• arrange shipping and delivery;
• manage returns and exchanges;
• administer warranties and the Spence Guarantee;
• create and manage customer accounts;
• maintain wishlists, saved preferences and other customer-requested features;
• book and manage showroom appointments;
• respond to product and service inquiries;
• provide customer support; and
• otherwise provide products and Services you request.

Improving and Personalizing the Spence Experience

We may use personal information to understand how customers interact with our Website, showrooms, products and Services, identify issues or errors, improve functionality, and develop a more relevant customer experience.

Where permitted by law, this may include providing recommendations, remembering preferences and tailoring content based on your interactions with Spence.

Marketing and Communications

With consent where required, we may use personal information to:

• send newsletters, offers, promotions and other marketing communications by email, text message or other channels;
• communicate information about products, services, events and promotions;
• understand engagement with our marketing communications;
• build and measure advertising audiences; and
• provide or support relevant advertising on third-party websites and platforms.

Spence is committed to complying with applicable requirements governing commercial electronic messages, including Canada’s Anti-Spam Legislation.

You may unsubscribe from promotional email communications at any time using the unsubscribe link contained in those communications. You may continue to receive transactional or service-related communications relating to purchases, appointments, accounts or other ongoing interactions with Spence.

Promotions, Contests and Surveys

We may use information you provide to administer contests, promotions, surveys, programs and other initiatives.

Where a promotion is co-sponsored, personal information may be disclosed to the applicable co-sponsor where necessary to administer the promotion, award a prize or otherwise fulfil the purposes identified in the applicable contest or promotion rules.

Any additional uses or disclosures will be described at the time information is collected or in the applicable rules.

Employment Applications

If you apply for employment with Spence, we may collect and use information you provide to evaluate and administer your application and for related recruitment purposes.

Security and Fraud Prevention

We may use personal information to:

• verify transactions and account activity;
• authenticate users;
• detect, prevent and investigate fraud, unauthorized activity or other misuse;
• protect our Website, systems and Services; and
• protect Spence, our customers and other individuals.

Legal and Regulatory Purposes

We may use personal information where necessary or permitted to:

• comply with applicable laws and regulatory requirements;
• respond to valid legal processes or governmental requests;
• establish, exercise or defend legal rights;
• enforce our agreements and policies;
• investigate suspected violations; and
• protect the rights, property or safety of Spence, our customers or others.

Cookies and Similar Technologies

Like many websites, we use cookies, pixels, web beacons and similar technologies to operate and improve our Website.

These technologies may be used to:

• maintain Website functionality;
• remember preferences;
• understand Website traffic and usage;
• identify and fix technical issues;
• support fraud prevention and security;
• measure marketing and advertising performance; and
• provide or support interest-based advertising where permitted.

We use Google Analytics to help us understand how visitors interact with our Website, including information such as pages visited, time spent on the Website, referral sources and other usage information.

We may also use advertising and remarketing technologies, including Google Ads (formerly Google AdWords), Meta/Facebook advertising technologies such as the Meta Pixel (formerly Facebook Conversion Pixel), and Twitter/X advertising and remarketing technologies, to measure advertising performance and, where permitted, provide advertising based on previous interactions with our Website.

These third-party providers may use cookies, pixels or similar technologies in accordance with their own privacy policies.

Where required by applicable law, non-essential cookies and similar technologies will be subject to the consent and privacy controls provided on the Website.

You may also be able to manage cookies through your browser settings. Disabling certain cookies may affect Website functionality.

How We Disclose Personal Information

We may disclose personal information to third parties where reasonably necessary for the purposes described in this Privacy Policy, including:>

• Shopify, which hosts and supports our ecommerce Services;
• payment processors and financing providers;
• shipping and fulfilment providers;
• technology, hosting and cloud-service providers;
• analytics providers;
• marketing and advertising providers;
• customer-service and communications providers;
• professional advisers, including legal, accounting, auditing and insurance advisers;
• affiliates and other entities within our corporate group;
• contest or promotion partners, where applicable and disclosed;
• third parties at your direction or with your consent; and
• government, law-enforcement, regulatory or other parties where disclosure is required or permitted by law.

We may also disclose or transfer personal information in connection with an actual or proposed merger, acquisition, financing, restructuring, sale or other business transaction, subject to applicable legal requirements.

We do not use or disclose personal information for purposes unrelated to those for which it was collected except with consent or where permitted or required by law.

Relationship With Shopify

Our online store is hosted by Shopify.

Shopify collects and processes certain personal information relating to your access to and use of our online store in order to provide ecommerce and related services to Spence.

Information submitted through the online store may therefore be transmitted to and processed by Shopify and its service providers, including service providers located outside Canada.

Certain Shopify services and enhanced features may use information relating to your interactions with our store and, depending on the feature, interactions with Shopify and other Shopify merchants to provide, personalize, protect and improve services.

Where Shopify processes personal information for its own purposes, its handling of that information is governed by Shopify’s applicable privacy documentation.

For more information, you may review Shopify’s Consumer Privacy Policy and privacy resources.

Social Media and Third-Party Platforms

Spence maintains accounts on social media and may use other third-party platforms to communicate and engage with customers.

These services are operated independently from Spence. Information collected by a social media or third-party platform is governed by that platform’s own privacy terms and settings.

We encourage you to review the privacy settings and policies of the platforms you use.

Links to Other Websites

Our Website may contain links to websites, applications or digital services that are not operated or controlled by Spence.

Spence is not responsible for the privacy, security, content or information-handling practices of those third-party services.

We encourage you to review their privacy policies before providing personal information.

Children’s Privacy

Our Website and Services are not directed toward children.

We do not knowingly collect personal information from children who are unable to provide meaningful consent without the consent of a parent or legal guardian, except as otherwise permitted or required by law.

Parents and legal guardians are encouraged to supervise their children’s online activities.

If you believe that a child has provided personal information to Spence without appropriate consent, please contact our Privacy Officer.

Retention of Personal Information

We retain personal information only for as long as reasonably necessary to:

• fulfil the purposes for which it was collected;
• provide products and Services;
• maintain appropriate business and transaction records;
• meet legal and regulatory requirements;
• resolve disputes; and
• enforce agreements and policies.

Retention periods vary depending on the nature and sensitivity of the information and applicable business and legal requirements.

When personal information is no longer required, we take appropriate steps to securely dispose of, delete or anonymize it in accordance with our practices and applicable law.

Protecting Personal Information

Spence uses administrative, technical and physical safeguards appropriate to the sensitivity of the personal information under our control.

We also take reasonable measures to require service providers that process information on our behalf to protect that information appropriately.

However, no electronic transmission or storage system can be guaranteed to be completely secure.

We recommend that you do not send sensitive or confidential information through unsecured communication channels.

Accuracy and Correction

We take reasonable steps to ensure that personal information used for its intended purposes is accurate, complete and up to date where necessary.

You may request correction of personal information that you believe is inaccurate or incomplete by contacting us using the information below.

Where appropriate and required by law, we will correct the information and may communicate the correction to third parties to whom the information was disclosed.

Subject to applicable law, you may have the right to:

• ask whether Spence holds personal information about you;
• request access to personal information we hold about you;
• request information about how that information has been used or disclosed;
• request correction of inaccurate or incomplete personal information;
• withdraw consent to certain collections, uses or disclosures;
• request deletion of personal information where such a right applies;
• object to or manage certain marketing and advertising activities; and
• make a complaint regarding our handling of your personal information.

Privacy rights are not absolute and may be subject to legal exceptions.

For example, access may be restricted where disclosure would reveal personal information about another individual, privileged information, confidential commercial information or information that cannot legally be disclosed.

We may need to verify your identity before responding to a privacy request.

Withdrawing Consent

You may withdraw consent to certain uses or disclosures of personal information at any time by contacting our Privacy Officer.

Withdrawal of consent is subject to applicable legal or contractual restrictions and reasonable notice.

In some cases, withdrawing consent may mean that Spence is unable to provide certain products, services or functionality.

We will process withdrawal requests within the time required by applicable law.

Cross-Border Processing

Spence and its service providers, including Shopify, may process or store personal information outside your province or outside Canada.

When information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction and may be accessible to courts, government authorities or law-enforcement agencies in accordance with those laws.

Spence remains responsible for personal information under its control and uses appropriate contractual and other measures with service providers as required by applicable law.

Accountability

Spence is responsible for personal information under its control and has designated a Privacy Officer who is accountable for our privacy practices.

Our privacy program includes policies and practices designed to address the collection, use, disclosure, safeguarding, retention, access and correction of personal information.

Questions, Requests and Complaints

If you have questions or concerns about this Privacy Policy or Spence’s privacy practices, wish to request access to or correction of your personal information, wish to withdraw consent, or wish to make a privacy complaint, please contact:

Privacy Officer
Spence Diamonds Ltd.
Email: privacyofficer@spencediamonds.com
Phone: 1.866.556.3844

We will review privacy inquiries and complaints and respond in accordance with applicable law.

If you are not satisfied with our response, you may have the right to raise your concern with the applicable federal or provincial privacy regulator.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business practices, technologies, Services, legal requirements or other operational needs.

When we make changes, we will publish the revised Privacy Policy on the Website and update the “Last updated” date.

Where required by law, we will provide additional notice or obtain consent before applying a material change to personal information already collected.

For information on the Terms and Conditions of the website go to https://spencediamonds.com/policies/terms-of-service.