Returns and Refund Policy
All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order excluding any delivery charges within 15 business days of receiving your returned item. Diamonds and Pearls will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.
Items purchased from Diamonds and Pearls online can be returned. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.
30 Day Change of Mind
Goods are eligible for the 30 Day Change of Mind policy provided that they are in as new condition and are accompanied by proof of purchase.
Definition of 'As New Condition': The item must not have been worn; the item must be in pristine condition with no damage, scratches, or signs of wear. Determination of an item matching the definition of 'As New Condition' is at the sole discretion of Diamonds and Pearls Australia.
Special orders and pieces of jewellery hand-made to customer specification are not eligible for the 30-Day Change of Mind Policy
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This returns policy is governed by the laws in force in Victoria, Australia. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction.
By using this web site you are agreeing to the terms of this returns policy.
We reserve the right to modify our returns policy as our business needs require.
We will post such changes on our web site, after which, your continued use of the web site shall be deemed to be your agreement to the modified terms.
All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
Products that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
Complimentary gifts that were included in the purchase must also be returned in the same manner as you received them.
Diamonds and other items that included a Diamond Certificate must be returned with the original Certificate. If the certificate is not included; we must deduct $300 per certificate, from the amount being refunded.
Engraved items are non-refundable.
Wrong ring size is not refundable - please go to your local jeweller for correct ring size, download our ring size chart or ask a friend to help you.
Jewellery cannot be exchanged for loose diamonds.
Custom made orders are not refundable, and non-cancellable.
Clearance items are not refundable.
Packages must be received at our office within 30 days of the original shipment.
Gift Cards are not returnable.
Although we do offer free shipping, we do not incur the cost of shipping for every order or returns. Therefore, we do not refund our shipping cost.
The Return Process
Our simple return policy makes it very easy to return an item. Simply follow the instructions below:
Return Authorization Number (RAN): email us at firstname.lastname@example.org or call us on +61 (0) 413 447 146 to let us know that you would like to return your item. We will give you a RAN number. Write the RAN number in the original invoice that we have sent you. Returns will not be accepted without this number.
Package Your Return: Safely package the item you are returning, and include all original packaging, the invoice, and collateral material. For security reasons do not write jewellery on the box. Return shipping costs are paid by the customer.
Insure your package: Insuring your package is extremely important. Please also make sure to get a tracking confirmation for your order.
Upon receiving the package, our quality assurance team will review the item. Upon their approval we will issue a refund within 7 business days in the original payment method except for wire transfers, which will be refunded with a company cheque.
Please follow the return instructions exactly as specified to prevent failure of refunding your order. We will refuse receipt of improperly packaged and/or uninsured packages. We will not be responsible for losses or damages during shipment.