RETURNS & REFUND POLICY
All our pieces are custom-made to order. We do not offer refunds or exchanges for change of mind on any items including engagement rings, fine jewellery, custom designs, loose stones, or sale items.
NO CHANGE OF MIND RETURNS
Each piece is crafted specifically for you. We encourage you to review all specifications carefully before ordering. Our team is here to help with any questions to ensure you're completely satisfied with your choice.
WHY NO RETURNS?
- Every piece is made to order for your specific requirements
- Custom sizing and personalisation cannot be resold
- Materials are purchased specifically for your order
- Craftsman time is dedicated to your unique piece
REFUNDS WILL NOT BE PROVIDED FOR:
- Items showing signs of wear or damage
- Custom-made or bespoke pieces
- Rings resized to customer specifications
- Incorrect sizing provided by customer
- Change of mind on stone selection
- Change of mind on metal type or finish
- Non-quality related concerns
- Issues that can be repaired by our craftsmen
- Items damaged through misuse or tampering
- Sale items, gift cards, or promotional pieces
- Loose stones once mounted
- Engraving or personalisation requests
DESIGN APPROVAL PROCESS
We provide a thorough approval process to ensure you're completely happy with your design before we begin crafting your piece.
HOW IT WORKS
- Digital design mockup provided within 1 week of order
- You have 3 days to review and approve the design
- Production automatically starts after 3 days
- Design changes can only be made before approval
- Once approved, no modifications are possible
WHAT TO CHECK
- Ring size and fit preferences
- Stone size, cut, and setting style
- Metal type and finish details
- Overall design and proportions
- Any engraving or personalisation
ORDER CANCELLATION
Limited cancellation options are available due to the custom nature of our work and the immediate allocation of materials and craftsman time.
CANCELLATION POLICY
- Cancellation before design approval incurs a $750 AUD fee
- No cancellations accepted once design is approved
- No cancellations after the 3-day review period ends
- Materials and labour costs are non-refundable once production begins
WHY CANCELLATION FEES APPLY
- Design time and consultation costs
- Materials ordered specifically for your piece
- Production slot reserved in our workshop
- Administrative processing and setup costs
QUALITY CONCERNS
While we don't accept change of mind returns, we absolutely stand behind the quality of our craftsmanship and will address any manufacturing issues.
MANUFACTURING ISSUES
- Report any quality concerns within 30 days of delivery
- We'll work together to resolve any manufacturing issues
- All pieces covered by our lifetime craftsmanship warranty
- Photos and detailed description required for assessment
WHAT QUALIFIES AS A QUALITY ISSUE
- Loose settings due to faulty construction
- Manufacturing defects in craftsmanship
- Flawed metal finishes from production
- Stone or setting issues present when received
- Significant variation from approved design
HOW WE RESOLVE ISSUES
- Professional assessment of the reported issue
- Repair or remake options depending on the problem
- Full refund for issues that cannot be resolved
- Clear communication throughout the resolution process
QUESTIONS?
Need clarification on our returns policy? Want to discuss your order before placing it? Our team is here to help ensure you make the right choice for your custom piece.