1. Custom & Made-to-Order Pieces

Because custom design pieces are made specifically for you — including specific stone selection, sizing, and setting — custom orders are final sale and cannot be returned for change of mind once production has begun. A design deposit confirms your commitment to proceed; the remaining balance is due before dispatch.

If a fault exists in a custom piece, it is still fully covered under our Lifetime Warranty and your rights under Australian Consumer Law (see below).

2. Engraved & Personalised Items

Any item that has been engraved, personalised, or custom-sized outside of our standard size range cannot be returned for change of mind, as it can't be resold. This does not affect your rights if the item is faulty.

3. Ring Resize

A resizing fee will apply depending on the piece. Contact us before sending anything back so we can confirm the resize first.

4. Faulty or Incorrect Items

If your piece arrives faulty, damaged in transit, or isn't what you ordered, contact us within 7 days of delivery with photos of the issue. We'll arrange a free repair, replacement, or full refund, including return shipping costs — your choice. This is separate from, and in addition to, our Lifetime Warranty, which continues to cover manufacturing faults for the life of the piece.

5. How to Start a Return

• Contact us via our Contact page with your order number and reason for return
• We'll confirm eligibility and send you return instructions, including the address to send your piece to
• Pack your item securely with all original packaging, certificate, and documentation
• Once received and inspected, we'll process your refund or exchange within 5 business days

6. Refund Timing & Method

Approved refunds are issued to your original payment method within 5 business days of us receiving and inspecting the returned item. Please allow an additional 3–10 business days for the refund to appear, depending on your bank or card provider. Shipping costs are refunded only where the return is due to a fault or error on our part.

7. Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (ACL) or any other applicable law that cannot lawfully be excluded. Our goods come with guarantees that cannot be excluded under the ACL, including the right to a repair, replacement, or refund for a major failure, and compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.