Returns, Refunds & Exchanges

We want you to love your Aura piece. This page explains what you can return, what fees apply, and your rights if something isn't right. Please read it before ordering — especially for made-to-order pieces.

For stocked items, we offer a 14-day change-of-mind return policy. Made-to-order pieces are crafted specifically for your order and can't be returned for change of mind — full details below.

Every Aura piece arrives brand-new — made for you, never worn by anyone else. Our returns policy exists to protect that promise for every customer: it's how we keep our quality standards high and our prices fair, while giving you a seamless and positive shopping experience.

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Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

If you have a problem with a product:

  • Minor problems — if the issue is minor and can be fixed, we will repair it at no cost within a reasonable time. If it is not repaired within a reasonable time, you may choose a refund or replacement.
  • Major problems — if the problem is major (for example, the item is unsafe, very different from its description, substantially unfit for purpose, or cannot be repaired within a reasonable time), you may choose a refund, replacement, or to keep the item and receive compensation for any drop in value.

Nothing in this policy limits these rights. Every restriction below applies to change-of-mind returns only.

Whether these guarantees apply depends on the cause of the problem — damage from wear, accident, or handling isn't covered. See What Counts as a Fault — and What Doesn't below.

When these guarantees don't apply

Consumer guarantees do not apply if you:

  • received exactly what you asked for, but simply changed your mind, found it cheaper elsewhere, or no longer had a use for it;
  • misused the product in any way that caused the problem;
  • were told about the fault, or could reasonably have known about it, before purchase;
  • asked for a service to be done in a certain way against the advice of Aura Diamonds, or were unclear about what you wanted.

Typical repair timeframes for handcrafted jewellery

Because our pieces are individually handcrafted, repairs take longer than off-the-shelf products — remaking a setting or resetting a stone is bench work, not a part swap. As a guide (not a limit on your rights):

  • Simple repairs (re-plating, clasp replacement, polishing): typically 2–3 weeks from receipt
  • Complex repairs (stone resetting, rebuilt settings, structural work): typically 5–7 weeks from receipt
  • We'll confirm an estimated timeframe when we assess your piece, and keep you updated if anything changes.

Made-to-Order Items — Read Before Ordering

Every piece in our Luxury Collection is made to order — moissanite and lab-grown diamond alike, across all metals (sterling silver, 960 silver–germanium, solid gold, platinum).

"Made to order" doesn't mean you customised the design. It means:

  • We don't hold these pieces in stock
  • Your piece is crafted from scratch, specifically for your order
  • It cannot be restocked or resold as new

Because of this, for made-to-order pieces:

  • ❌ No change-of-mind returns — including not liking the piece in person, preferring another style, or finding it cheaper elsewhere
  • ❌ No change-of-mind cancellations once production begins (typically within 12 hours of order confirmation)
  • ❌ No size exchanges — please confirm your size before ordering with our Find My Ring Size guide, or ask us for help
  • ✅ Full Australian Consumer Law coverage for genuine faults or misdescription — always, on every piece

By completing checkout on a made-to-order item, you acknowledge this policy. It's also displayed on the product page and at checkout.

Handcrafted Jewellery & Product Imagery

Every made-to-order piece is crafted individually by hand. So expectations are accurate:

  • Photography: product images are captured under professional studio lighting and magnification to show detail. Pieces present differently under everyday lighting — true of all fine jewellery, not a defect.
  • Handcrafted variation: minor differences in finishing, milgrain, or detailing between individually made pieces are the nature of handmade jewellery, not a fault.
  • What defines your purchase: the listed specifications — stone type, carat, cut, colour, clarity, metal, dimensions. Your piece will match these.
  • Screens vary: brightness, colour calibration, and zoom differ between devices and affect how images appear.

Unsure before ordering? Email us — we're happy to share additional photos or video of comparable finished pieces.

Change-of-Mind Returns — Stocked Items Only (14 Days)

For ready-made, stocked items, we accept change-of-mind returns within 14 days of delivery if the item is:

  • Unused, unworn, and undamaged
  • In its original packaging

Not eligible for change of mind:

  • ❌ All made-to-order pieces (see above)
  • ❌ Earrings — they sit in direct contact with a healed or healing piercing, and once delivered we can't verify they haven't been worn. For hygiene reasons, no change-of-mind returns or exchanges. Faulty earrings are always covered.
  • ❌ Engraved or personalised items

Fees on change-of-mind returns:

  • 5% restocking fee, deducted from your refund — covers non-refundable payment processing and the labour to inspect, clean, and repackage to as-new standard
  • Waived entirely if you choose store credit
  • Return postage is at your cost; original shipping fees are non-refundable
  • Orders that shipped free: flat $10 deducted to cover the postage we paid

What Counts as a Fault — and What Doesn't

The ACL rights above apply to manufacturing faults and misdescription — problems present from the point of sale, or a piece that doesn't match its listing. They do not apply to damage caused by wear, accident, or handling after delivery. Under the ACL itself, consumer guarantees don't apply where the customer caused the problem through misuse or used the product abnormally.

Because the difference decides who pays for a repair, here's exactly how we draw the line:

✅ A fault (free remedy under the ACL and our warranty):

  • A setting that was never secure — stone loose or lost on arrival or within early wear with no impact event
  • A solder joint or clasp mechanism that fails under normal use
  • Porosity, blemishes, or structural flaws in the metal present from manufacture
  • Rhodium plating that's patchy or discoloured at delivery
  • A piece that doesn't match its listed specifications (stone type, carat, cut, colour, clarity, metal, dimensions)

❌ Not a fault (wear and tear, or accidental damage — paid repair offered instead):

  • Impact damage — a stone chipped, cracked, or broken from a knock against a hard surface (bench-tops, door frames, gym equipment, dropped piece). Moissanite and lab-grown diamond are extremely hard, but no gemstone is unbreakable — a knock at the wrong angle can chip any stone.
  • Pressure and bending damage — a band bent, warped, or out-of-round from gripping during heavy lifting, gym work, manual labour, or everyday gripping (steering wheels, tools, heavy bags). Silver is a soft metal and needs extra care with daily wear; gold, although harder than silver, is still a soft precious metal and needs care too. See our Ring Care Guide for how to protect your piece.
  • Clothing-snag damage — bent prongs, warped bands, or stretched/broken clasps from jewellery catching on a sleeve, jumper, or scarf while dressing or undressing and being pulled against the snag.
  • Tarnishing — the natural reaction between silver and sulphur compounds in air, perfumes, cosmetics, and some foods. A natural chemical process, not a defect. Our 960 silver–germanium alloy resists it far better than standard sterling, but no silver is tarnish-proof. This also applies to gold vermeil and gold/white-gold plated jewellery — these pieces have a sterling silver base beneath the plating, and as the plating naturally thins with wear, the exposed silver can tarnish like any other. Note that jewellery doesn't need to be worn to tarnish: silver and silver-based plated pieces react with air even while stored, which is why we recommend airtight or anti-tarnish pouches for storage — see our Ring Care Guide.
  • Rhodium plating wear-through — plating on 925 sterling pieces naturally thins with handling, typically over 6–18 months as an estimate only — the actual pace depends entirely on how the piece is worn and handled. Resolved with a re-plating service, not a warranty claim.
  • Chemical exposure — pitting, discolouration, or accelerated tarnish from chlorine (pools, spas), bleach, harsh cleaners, hand sanitiser, or high-concentration sunscreens.
  • Setting wear over time — prongs or bezels gradually loosening through months of normal daily contact, and stone loss resulting from that gradual wear rather than a defect present at manufacture.
  • Damage from third-party work — any repair, resize, or alteration done by anyone other than Aura Diamonds.
  • Loss or theft.

If your piece has wear-and-tear or accidental damage, we're still happy to help — email us photos and we'll quote a repair. See our Ring Care Guide for how to avoid most of the scenarios above.

Faulty or Misdescribed Items — Our Process

Covered on every product we sell — including made-to-order pieces and earrings:

  1. Email shop@aura-diamonds.com.au with your order number, a description of the issue, and clear, well-lit photos (natural daylight works best)
  2. We assess within 2 business days — comparing your piece against its listed specifications, our production records for your order, and the fault definitions above
  3. Remedy per the ACL:
    • Major problem → your choice of refund or replacement
    • Minor problem caused by a manufacturing fault → we repair or replace at our cost within a reasonable time (see typical timeframes above)
    • Damage caused by wear, accident, or handling → not covered by the guarantees, but we'll provide a paid repair quote
    • Variation within normal handcrafted tolerance is not a fault
  4. Confirmed faults: we cover return shipping — no fees or deductions of any kind


Order Cancellations (Before Dispatch)

  • Contact us immediately — payment providers charge us non-refundable fees the moment you order
  • Change-of-mind cancellations on stocked items: 3% deduction (waived if you take store credit)
  • Made-to-order items: no change-of-mind cancellation once production begins (typically within 12 hours of order confirmation)
  • Faulty or incorrectly supplied orders: never subject to any cancellation fee

Ring Resizing & Exchanges

We follow standard Australian/US/UK ring sizing. Unsure of your size? Contact us before ordering — a two-minute conversation beats an exchange.

  • Solid gold rings: resizing available at an additional charge — with us, or a local jeweller of your choice (note: third-party work voids the warranty on the affected area)
  • Sterling silver rings: we don't recommend resizing — it damages the rhodium plating. Stocked silver rings: size exchange offered instead
  • Made-to-order rings: no size exchanges — confirm sizing before ordering

How to Start a Return

  1. Email shop@aura-diamonds.com.au with your order number
  2. We'll confirm eligibility and provide return instructions
  3. Once received and inspected, we'll email you confirmation
  4. Refunds are processed to your original payment method within 10 business days