In short: ready-to-ship pieces can be returned within days of delivery. Custom, made-to-order, engraved or resized pieces are made for you and can't be returned unless they are faulty or not as described.
Ready-to-ship pieces: -day returns
You may return a ready-to-ship piece within days of delivery if:
- it is unworn, unaltered and undamaged;
- it is returned with the original box, tags, GST invoice and all certificates (original IGI or other lab reports must be returned with the piece);
- you contacted us first to arrange the return. Please do not post jewellery back without a return reference.
We arrange insured pickup where available. Every return is inspected by our quality team, including checking the diamond and certificate details, before a refund is approved.
Pieces that cannot be returned
Unless they are faulty or not as described, we cannot accept returns of:
- custom-designed and made-to-order pieces (including those marked "Made to order");
- pieces that have been resized, engraved or altered at your request;
- pieces bought during a clearly marked final-sale offer.
Faulty, damaged or not as described
If your piece arrives damaged, has a manufacturing defect, or does not match the specifications on your invoice and certificate, tell us within 48 hours of delivery with photos and your unboxing video. We will repair, replace or refund at no cost to you, whichever you choose where available. This does not affect your rights under the Consumer Protection Act, 2019.
Refunds
- Approved refunds are issued within of the returned piece passing inspection.
- Refunds go to the original payment method. Bank and card processing may take a few additional days.
- Shipping and insurance are free, so nothing is deducted for them.
Cancellations
- Ready-to-ship orders can be cancelled for a full refund any time before dispatch.
- Made-to-order and custom orders can be cancelled for a full refund before production starts. We tell you in writing when production begins. After that, the advance covers materials and work already done and is non-refundable.
- If we cannot fulfil your order for any reason, we will refund you in full.
How to start a return or cancellation
- Message us on WhatsApp or email with your invoice number and reason.
- We confirm eligibility and send your return reference and pickup details.
- Pack the piece securely with all documents, and record a short packing video.
For exchanges and upgrades, see our exchange & buyback policy.