At RAMZI & CO. JEWELRY®, every piece is created with intention, precision, and meaning. Our jewellery is designed to become part of your story and is crafted with care to last a lifetime.

Because of the bespoke and high-value nature of fine jewellery, our returns process is carefully structured to protect both the integrity of our craftsmanship and the trust of our clients.

This policy applies to all purchases made through our online store and is governed by Australian Consumer Law.

1. Change of Mind

We do not offer refunds, returns, or exchanges for change of mind, incorrect selection, or preference-based decisions.

This includes (but is not limited to):

• Ring size selection errors
• Preference for design, gemstone, metal, or colour
• Delays not caused by our fault or breach
• Change of mind after purchase

Each piece is either made-to-order or carefully selected, and we encourage considered purchasing. Our team is always available to assist prior to purchase to ensure confidence in your selection.

2. Australian Consumer Law (ACL) Guarantees

Nothing in this policy excludes, restricts, or modifies your rights under Australian Consumer Law.

You are entitled to a repair, replacement, or refund where a product:

• Has a major manufacturing fault
• Is significantly different from its description
• Is unsafe or not of acceptable quality

Where a fault is minor and can be repaired, we may first offer a repair within a reasonable timeframe.

All items will be assessed by our Quality Assurance team prior to determining the appropriate remedy.

3. Custom, Bespoke & Made-to-Order Jewellery

All custom-designed, bespoke, engraved, resized, or made-to-order pieces are created exclusively for you and cannot be cancelled or returned once production has commenced.

Production typically begins within three (3) business days of order confirmation.

These pieces are strictly non-refundable for change of mind.

In the rare event that a custom piece is found to have a manufacturing fault or an error attributable to us, we will carefully assess the item and provide a suitable remedy, which may include repair, replacement, or refund in accordance with Australian Consumer Law.

4. Returns Approval Requirement

No item may be returned without prior written approval from our Customer Care team.

To initiate a return assessment, you must provide:

• Your order number
• Full name and contact details
• A clear description of the concern
• Supporting images where applicable

Returns sent without approval may be refused and returned to sender.

5. Condition of Returned Items

To maintain fairness and quality assurance standards, all returned items must:

• Be unworn, unused, and in original condition
• Show no signs of wear, resizing, polishing, damage, or alteration
• Be returned with all original packaging, certificates, grading reports, and documentation

Items that do not meet these conditions may be rejected or subject to adjustment in value upon assessment.

6. Certification & Documentation

Gemstone and diamond certifications form an essential part of your jewellery’s value and provenance.

If original certification or documentation is missing upon return, a replacement and re-certification fee of AUD $650 will be deducted from any approved refund or charged accordingly.

7. Shipping, Risk & Insurance

Unless the return is due to our error or a confirmed manufacturing fault, customers are responsible for return shipping costs.

For all returns:

• Items must be securely packaged
• Return shipping must include tracking and full insurance for the item’s replacement value
• Risk remains with the customer until the item is received and signed for by our returns team

We are not responsible for loss, theft, or damage in transit during return shipping.

We strongly recommend using a reputable insured courier service.

8. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please notify us within a reasonable time of delivery.

Where the issue is verified as our responsibility:

• We will cover reasonable return shipping costs
• We will prioritise repair, replacement, or refund in accordance with Australian Consumer Law

We may request photographs or additional information to assist with assessment.

9. Refunds & Processing Time

All returned items are subject to inspection by our Quality Assurance team before any resolution is approved.

If a refund is issued:

• Refunds will be processed to the original payment method only
• Processing may take up to 15 business days after approval
• Additional time may be required depending on your financial institution

Refunds are not issued until eligibility has been confirmed following inspection.

10. Chargebacks & Payment Disputes

In the event of a chargeback or payment dispute, we reserve the right to:

• Provide all transaction records, communications, and shipping evidence to the relevant payment provider
• Defend the transaction using all lawful documentation available
• Restrict future transactions where misuse or fraud is identified

We strongly encourage customers to contact us directly so concerns can be resolved promptly and fairly.

11. E-Gift Cards

E-Gift Cards are:

• Non-refundable
• Not redeemable for cash
• Not replaceable if lost or stolen

12. Our Commitment

At RAMZI & CO. JEWELRY®, every piece is created with care, intention, and craftsmanship.

While our policies are designed to protect the integrity of our work, we always approach every situation with fairness, transparency, and respect.

Our goal is simple: to ensure your jewellery is cherished for a lifetime.

13. Contact Us

For all returns or refund enquiries:

Phone: 1300 859 584
Email: customercare@ramziandco.com.au