Refund Policy

Returns, Repairs and Exchange Policy

Manufacturing faults – Jewellery

You are covered by a 7-year guarantee against manufacturing faults on all items manufactured by us. If for any reason you find a manufacturing fault with your jewellery item, please bring it in to our office or ship it to us to be assessed by our jewellers. Repairs for manufacturing faults are free of charge to the customer. If it is found by Our jewellers that any damage is as a result of anything other than a manufacturing fault (e.g. dents, damaged claws and band, scratches resulting from general wear and tear), you will be charged a repair fee.

We will not be held accountable for any items repaired or altered by another jeweller other than those employed by us or our agents. Any repairs or alterations made without our agreement will void any return or exchange as well as void the guarantee described in the paragraph above.

Change of Mind Return – Jewellery

 

If you change your mind in relation to items of jewellery purchased on the Website and you notify us within 14 days of you receiving your purchase, we will issue you with a credit note to the value of the item returned which will be valid for a period of 28 days from the date of issue. We do not provide refunds for “Change of Mind”. We do not refund for the cost of shipping unless we have sent an item by error.

We will not accept any of the following items for exchange:

  • items that are not in their original condition at the time when the items were ordered.
  • items that are missing their tags or if the tag attached to the item has been interfered with in any way
  • items that show any wear and tear, damage or have been handled in a manner that is inconsistent with any care instructions published by us (as determined by us in our sole discretion), or an item has been engraved, resized, or modified.
  • items that are the subject of a special order by you, including all rings ordered in specific ring sizes cannot be refunded.
  • If an ex-stock ring is sized specifically for you.

 

 

Change of Mind Returns – Loose Lab Grown Diamonds Purchased on the Website

Our 14-day change of mind return policy in relation to loose diamonds purchased on the Website gives you time to make sure your purchase is perfect. If you need to return it for any reason, we will provide you with an exchange by way of a credit note valid for 28-days.

We will not accept any loose diamond purchased on the Website for exchange:

  • that are not in their original condition at the time when the items were ordered.
  • that show any wear and tear or damage (as determined by us in our sole discretion).
  • That are not returned together with the diamond certificate which we provided you together with the diamond.

If the value of any loose diamond purchased on the Website exceeds $10,000, then it must be returned within 7 days of purchase to be eligible for an exchange.

Change of Mind Returns – Natural Mined Diamonds Purchased online on the Website:

 

  • These diamonds can be returned and refunded within 14 days of purchase or can be exchanged and refund if the order fits the 14-day return policy herein described below.
  • The Company will not accept any returns of loose or set diamonds without the ORIGINAL GIA or IGI certificate (as GIA no longer makes replacement certificates)
  • Any natural mined loose diamond order over AUD $10,000 excluding GST will not be applicable for a refund.
  • We offer diamonds directly from the factory, not from wholesalers or diamond dealers. These diamonds are all located overseas and incur additional costs when imported to Australia. It is for this reason that any diamond sold from our online selection over the value of $10,000 will not be applicable for a refund as the cost of returning the diamonds are expensive due to insurance and shipping costs. 
  • The refund is valid for 14 days from the date the order is shipped. Diamonds received outside of this 14-day period will not be accepted
  • The 14-day Refund policy is valid for Australian and New Zealand Customers only

 

14 Day Money Back Policy.

Our 14-day money back policy in relation to Jewellery purchases under $10000.00 There is no refund for “change of mind” (see policy under Terms of Service). We offer a 14-day money back guarantee on all finished Jewellery under $10000.00

  • If you are not entirely satisfied with the item of Jewellery that you have purchased, you may return it for a refund or credit within 14 days of the dispatch date from Dream Diamonds to yourself with a brief explanation why you are dissatisfied with the piece of Jewellery.
  • Jewellery received outside of the refund period will not be accepted.
  • Claims stating the goods are faulty or incorrectly described must be made within 14 days of dispatch with regard to the terms of any manufacturers guarantee and warranties implied by legislation.
  • There is no refund for Jewellery over $10000.00, only a store credit valid for 28 days from the date issued.
  • The 14-day refund policy is not applicable to custom/bespoke jewellery, or any goods that have been resized or modified from their original design in any way.
  • There is no refund on loose diamonds, we offer a credit note valid for 28 days from the date we receive the diamond back and has been approved by our diamond department.
  • We do not offer a refund on any sale or clearance stock.
  • The return process can take up to 5 working days. The refund will be issued in the same form that they were originally paid.
  • Custom made or modified jewellery cancelled before delivery will attract a minimum payment of 50% of the original sale price of the item purchased with no exception due to the extensive production process.

We will not accept any of the following items for refund:

  • items that are not in their original condition at the time when the items were ordered.
  • items that are missing their tags or if the tag attached to the item has been interfered with in any way
  • items that show any wear and tear, damage or have been handled in a manner that is inconsistent with any care instructions published by us (as determined by us in our sole discretion), or an item has been engraved, resized, or modified.

General Conditions

In addition to any of the other requirements and conditions stated above in this section titled “Returns, Repairs, Refunds and Exchange Policy”:

  • you bear the risk in the goods until such time as they are received by us at our nominated premises.
  • you must use the internet form nominated us to initiate any return, repair, refund, or exchange.
  • you must bear all costs associated with returning the goods to us, including but not limited to shipping and insurance.
  • Returns without a return code, returns sent C.O.D., and improperly or uninsured packages may be refused by us upon receipt.

We do not issue refunds for incorrect purchases or changes of mind.

Warranties in relation to goods sold.

We make no representation whether express or implied as to the merchantability, condition, durability, or fitness for the purpose for which the goods are to be used and any implied warranty as to latent defects is expressly excluded.

In no event whatsoever will we be responsible for any loss, damage, cost, charge, or expense suffered, incurred, or sustained by you whether consequential or otherwise of whatsoever nature and kind and howsoever arising including through our negligence.

These warranties will not be read or applied so as to purport to exclude, restrict or modify or have the effect of excluding, restricting or modifying the application in relation to the supply of any goods or services pursuant to the Conditions of all or any of the provisions of the Competition and Consumer Act 2010 (Cth) (“CCA”) or by any other statute Act of any state or territory of the Commonwealth of Australia which by law cannot be excluded, restricted or modified.

To the extent permitted by the CCA our liability to you for a breach of a condition or warranty implied by a provision of the CCA will be limited to:

  • The replacement of the relevant goods or the resupply of equivalent goods.
  • The repair of the relevant goods.
  • The payment of the cost of replacing the relevant goods; or
  • The payment of the cost of having the relevant goods repaired.

and we in our absolute discretion will determine which of the foregoing limits will apply in any case