Returns & refund policy
Our pieces are made to order and we do not offer change-of-mind refunds or exchanges, including for engagement rings, fine jewellery, custom designs, loose stones and sale items. Your rights under the Australian Consumer Law and other applicable consumer laws still apply.
LILY DIA PTY LTD, ABN 72 676 064 181. Last updated: October 7, 2026.
No change of mind returns
Please check the specifications, ring size and design before ordering. We can help with questions before you commit. These change-of-mind restrictions do not prevent a remedy for faulty or misdescribed goods, or another failure to meet a consumer guarantee.
Why no change-of-mind 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
Change-of-mind returns are not available for:
- 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
- Sale or promotional pieces
- Loose stones once mounted
- Engraved or personalised jewellery
- Items you no longer want or prefer differently
Damage caused by misuse, an accident or a third-party alteration is generally outside our manufacturing warranty. An unrelated fault or consumer guarantee claim is still assessed on its merits. Use, customisation or sale pricing alone does not remove your legal rights.
Design approval process
For orders requiring a digital design or CAD, review the design against the specifications agreed for your order and tell us about any requested changes.
How it works
- We normally provide the digital design within one week of accepting your order.
- We ask you to review and approve it within three calendar days of receipt.
- Production starts after your approval. If a three-day approval window was expressly agreed before payment, we may proceed with the supplied design when it expires, provided you received it and have not raised an unresolved concern.
- Contact us within that window if you need more time or want a change.
- Changes after approval or the agreed window depend on the stage of production and may involve additional costs, which we will confirm before proceeding.
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
Contact us promptly if you want to cancel. Custom work involves design time, materials and production commitments, so change-of-mind cancellation options become limited as work progresses.
Cancellation policy
- For a change-of-mind cancellation of a custom design order before approval, a cancellation fee of A$750 applies, reduced where our reasonable costs and non-recoverable commitments for your order are lower. It will not exceed the amount you have paid.
- After design approval, or expiry of an expressly agreed three-day approval window, we generally do not accept change-of-mind cancellations.
- If we agree to a cancellation after production begins, any amount retained is limited to reasonable work and non-recoverable costs for your order, taking account of costs saved and materials we can reuse or recover.
- We explain any deduction and refund the balance of your payment.
We disclose applicable cancellation conditions before payment. These charges concern change-of-mind cancellations only. They do not apply to a refund required because we cannot supply your order or because you exercise a statutory right.
Why cancellation fees apply
- Design, consultation and production work already performed
- Materials purchased specifically for your order that cannot reasonably be reused
- Non-recoverable workshop commitments
- Reasonable administration and setup costs
Quality concerns
Contact us if your jewellery is faulty, differs from the agreed specifications or has another problem. We can assess the issue and explain the remedies available under consumer law and our lifetime manufacturing warranty.
Manufacturing issues
- Report concerns as soon as reasonably possible, especially delivery damage.
- Include your order details, a description and photographs where available.
- Keep the piece safe and avoid further wear if that could worsen the problem.
- There is no 30-day cut-off for your consumer guarantees. The applicable period depends on the jewellery, the issue and the law.
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
- We may inspect the jewellery before determining the appropriate remedy.
- For a major failure under the Australian Consumer Law, you may choose a refund or replacement, or keep the item and claim compensation for its reduced value.
- For a minor failure, we can provide a free repair within a reasonable time. If we cannot or do not do so, further remedies may be available, including a refund or replacement.
- Any entitlement to compensation for reasonably foreseeable loss also applies.
Contact us before returning jewellery so we can arrange a safe return. We cover reasonable return costs where a manufacturing defect or consumer guarantee failure is confirmed. If you paid those costs, send us the receipt to request reimbursement. For damage outside warranty or consumer guarantees, we will explain any assessment, shipping or repair charge before you agree to it.
See our delivery and warranty policy for the warranty coverage and claim process, and our terms of service for order and payment conditions.
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.
