Refunds, Returns & Exchange Policy - Online Purchases
At Solid Gold Diamonds, we are committed to delivering high-quality jewellery. Please read our Refunds, Returns & Exchange Policy carefully before making a purchase.
Product Imagery & Description
We take great care to ensure all product imagery and descriptions accurately reflect each piece.
Due to lighting, screen variations, and the handcrafted nature of fine jewellery, minor variations may occur.
Returns are not accepted for these minor differences unless the item is materially different due to an error in photography, product description, or item details.
Refund Policy
We do not offer refunds for change of mind or incorrect selection. Please choose your items carefully.
Refunds will only be provided if:
• The item is faulty, defective, or damaged
• The item is not fit for purpose
• The item does not match the description or sample
All claims are subject to inspection and approval by our Quality Assurance team and management.
Non-Refundable Items
We cannot provide refunds for:
• Resized, engraved, or altered jewellery
• Special orders or custom commissions
• Loose diamonds (natural or lab-grown) unless item is materially different due to an error in photography, product description, or item details.
• Items damaged due to wear and tear
• Deposits on custom orders
Important: Exchange is available for in-store purchases only, unless refund is required under Australian Consumer Law.
Refund Eligibility
To request a refund:
• Claims must be made within 14 days of final payment and collection, subject to our return conditions.
• Proof of purchase is required
• Items must be returned for assessment
• In original packaging
• With all tags and documentation (certificates, valuations, care guides)
• In new, unworn, saleable condition
We will notify you of the outcome within 7 business days of receiving the item.
If approved:
• Refunds are issued to the original payment method
• Bank transfers are processed within 7 business days
Returns & Shipping
• We will send you a complimentary shipping label.
• Returned items will be insured (e.g. Australia Post Extra Cover)
• We are not responsible for items lost in transit until received
Return Conditions
Items must be returned:
• In original packaging
• With all tags and documentation (certificates, valuations, care guides)
• In new, unworn, saleable condition
Exchanges Policy
We offer exchanges within 14 days of final payment if:
• Items are unused and unworn
• Original packaging, tags and documents are included
Exchange Restrictions
We do not exchange:
• Custom-made or special commission pieces
• Resized, engraved, or altered jewellery
• Loose Synthetic Lab-Grown diamonds, unless required by law
• Items damaged due to wear and tear
• Items with missing tags and documentation (certificates, valuations, care guides)
Exchange Terms
• Exchanges must be of equal or higher value, or
• A credit note will be issued for lower-value items
Gift Returns
Gift recipients may receive:
• An exchange, or
• A non-refundable store credit
• Items purchased using a gift voucher are eligible for store credit only. No cash refunds will be provided.
Jewellery Alterations & Sizing
• No refunds or exchanges on engraved or altered items
• Rings over $1,000 may be resized once free within 30 days, subject to design limits
• Some intricate rings may require full remanufacturing at additional cost
Important Notes
• We cannot be held responsible for jewellery altered by third parties
• Refunds and exchanges are subject to management approval
• Processing times may vary but are typically within 7 business days upon receipt of goods
Contact Us
To initiate a refund or exchange or for more information on refunds and exchange please contact our team
Australian Consumer Law (ACL) – Your Consumer Rights
At Solid Gold Diamonds, we are committed to delivering exceptional craftsmanship and service. In line with the Australian Consumer Law (ACL), all purchases are protected by statutory consumer guarantees.
Consumer Guarantees
Under the Australian Consumer Law, our jewellery pieces are guaranteed to:
• Be of acceptable quality, taking into account their luxury nature and price point
• Be fit for their intended purpose
• Match the description, imagery, or any sample provided
• Be free from defects in materials and workmanship
• Come with clear title and ownership
Your Entitlements
If your purchase does not meet one or more of these guarantees, you are entitled to a remedy in accordance with the Australian Consumer Law.
Depending on the nature of the issue, this may include:
• Repair or replacement (for minor issues)
• Refund or replacement (for major failures)
We may request that the piece is returned to us for careful assessment by our workshop specialists. This process ensures an accurate and fair outcome and does not limit or affect your rights under the ACL.
Pricing Discrepancies
At Solid Gold Diamonds we make every effort to ensure that all prices and product details listed on our website are accurate. However, inadvertent errors, including human or system errors, may occur.
In accordance with Australian Consumer Law, we reserve the right to cancel or refuse any order where a product has been displayed at an incorrect price.
If a pricing error is identified after you have placed an order:
• We will contact you promptly to inform you of the error
• You will be given the option to proceed with the purchase at the correct price or cancel your order
• If your order is cancelled, any payment made will be fully refunded
Nothing in this policy is intended to exclude, restrict, or modify your rights under the Australian Consumer Law, including your rights relating to faulty or misrepresented goods.
