Returns & Refunds Policy

Online Returns Policy

This policy applies only to purchases made through our website at [gemsandgold.com.au](https://gemsandgold.com.au). Items purchased in person, at events, or through third-party stockists are covered under separate terms.

Easy Returns

At Gemstone Western Australia, we want every piece you purchase to bring joy. If your order isn’t quite right, you can return eligible items within 14 days of delivery.

To qualify for a return:

Items must be in *pristine, unused, and undamaged** condition.
Items must be returned in their *original packaging**, including boxes, pouches, certificates, and documents.
* Jewellery must not show any signs of wear, damage, or alteration (including resizing or polishing).
* Returns must be authorised by our team before being sent back.

Returns will not be accepted for items that are used, damaged, altered, or returned without prior approval.

Exclusions – Non-Returnable Items

We do not accept returns for:

* Custom-made or personalised items (e.g. engraved jewellery, special orders, or ring sizings)
* Items altered in any way (even by external jewellers)
* Final sale, clearance, or discounted items (unless faulty)
* Loose gemstones or diamonds that are not returned with all original laboratory and grading certificates

Missing certificates will incur a replacement fee between $150 and $600, depending on the stone and issuing lab.

Faulty, Damaged, or Misrepresented Goods

We comply with your rights under the Australian Consumer Law (ACL).

If an item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund, at no cost to you.

To qualify:

Notify us *as soon as possible** (within a reasonable time)
Provide *photos or video evidence** of the issue
* We may request the item be returned for assessment

We will cover the cost of return shipping for approved fault-related claims.

Refunds

Approved refunds will be issued to the original payment method used at checkout. Please allow up to 14 business days for processing.

Note:

Original shipping charges are *non-refundable** (unless due to our error) If the item was sent via free shipping there would be a fee of $50 + Insurance fees which is 3% of the value of the product
* If the item was part of a bundle or promotion, the refunded amount will be adjusted accordingly

Exchanges

We do not offer direct exchanges. If you wish to order a different item, please return the original (if eligible), and place a new order separately.

How to Start a Return

To begin a return:

1. Email our customer care team at luis@gemstoneswa.com.au with:

* Your full name
* Order number
* Reason for return
2. We will confirm eligibility and provide a return authorisation and instructions.
3. Carefully package your item using protective wrapping and tracked shipping.
4. Once received and inspected, we’ll confirm the outcome.

Important: We are not responsible for items lost or damaged during return shipping. Please use a tracked and insured service.

Return Address

Returns must only be sent to the address provided in your authorisation email. Items returned without authorisation may be rejected and returned at your cost.

Your Consumer Rights

This policy does not limit your rights under the Competition and Consumer Act 2010 (Cth). Under Australian law, you are entitled to a refund, replacement, or repair for major faults or issues with the product.

For more information, visit the [ACCC website](https://www.accc.gov.au/consumers/consumer-rights-guarantees).

Need Help?

We're here to assist you through every step.

📧 Customer Care: Luis@gemstoneswa.com.au
🌐 Website: gemsandgold.com.au