Refund policy

REFUND AND RETURNS POLICY

This policy includes The Gem Centre’s voluntary 30-day change-of-mind return policy. It does not limit any rights or remedies available under Australian Consumer Law.

CHANGE-OF-MIND RETURNS

You may request a change-of-mind return within 30 days of receiving your item.

To be eligible, the item must be:

• Unworn and unused
• In the same condition in which it was received
• Returned with any original tags, certificates and packaging
• Accompanied by a receipt or other proof of purchase

Please email thegemcentre@gmail.com before returning an item. If your return is accepted, we will provide instructions explaining how and where to send it.

Items returned without contacting us first may not be accepted.

CHANGE-OF-MIND EXCLUSIONS

We do not ordinarily accept change-of-mind returns for:

• Custom-made, specially ordered, engraved or personalised products
• Sale or clearance items
• Gift cards

These exclusions apply only to change-of-mind returns. They do not affect your rights if an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

RETURN POSTAGE

Customers are responsible for return postage costs for approved change-of-mind returns. We recommend using a tracked postage service because we cannot process the return until it has been received.

Original delivery charges are not ordinarily refunded for a change-of-mind return, unless required by law.

If an item is confirmed to be faulty, damaged or incorrectly supplied, The Gem Centre will cover reasonable return postage costs where required under Australian Consumer Law.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order after delivery and contact us as soon as possible if your item is faulty, damaged or incorrect.

Please retain the item and all packaging. We may ask for photographs or other information to help assess the issue.

Where an item fails to meet a consumer guarantee, you may be entitled to an appropriate remedy under Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Rights relating to faulty or defective goods are not limited to 30 days.

EXCHANGES

For approved change-of-mind exchanges, the simplest process is usually to return the original item and place a separate order for the replacement after the return has been accepted.

If an exchange relates to a faulty or incorrectly supplied item, please contact us so we can arrange an appropriate solution.

ORDER CANCELLATIONS

If you need to cancel or change an order, contact us as soon as possible.

We will try to assist, but we cannot guarantee that an order can be changed or cancelled after it has been packed or dispatched. If it has already been dispatched, the applicable return conditions will apply.

REFUNDS

We will notify you after we receive and inspect your return.

Approved refunds will be issued to the original payment method. Your bank, card provider or payment service may require additional time to process and display the refund.

CONTACT US

For returns, refunds or questions about this policy, please email thegemcentre@gmail.com or call The Gem Centre on (02) 6722 1290.