Refund policy

We offer a 14-day return policy for eligible products, subject to the following conditions:

  • Items must be unused, unworn, and in their original packaging.
  • Custom or engraved pieces are non-returnable unless defective.
  • Refunds are processed to the original payment method upon receipt and inspection of the returned item.
  • According to Australian Hygiene & Health Laws, Earrings are not eligible for Refunds, Returns or Exchanges.

Shipping fees for returns are non-refundable unless the item is defective or incorrectly supplied.

 

We strongly believe in providing great customer service. If you are not completely satisfied with your purchase, we offer a return policy for most items as long as they are in their original condition, unused & undamaged. Return requests must be initiated & completed within 14 days of receiving your order.


To keep our standards high, this policy helps safeguard against returns of items that have been used or worn. At the heart of it, our mission is to give you a seamless and positive shopping experience.

Please note that we do not accept returns of earrings for hygiene reasons as per Australian health and hygiene laws. Earrings cannot be returned for an exchange or full refund for change of mind. Australian health and hygiene laws prohibit the return of worn earrings.

Please Note: For all Made-To-Order and Custom Lab Diamond or Moissanite Jewellery Items — including Earrings, Necklaces, Pendants, Rings, and Bracelets — we are unable to accept returns or refunds (This includes change of mind & Orders already in Production). This policy is in place to prevent misuse and ensure that every customer receives a brand-new, handcrafted piece made especially for them. We are committed to keeping our prices fair while maintaining premium craftsmanship. By protecting against return abuse, we ensure our genuine customers continue to enjoy the highest quality jewellery at the best value.

This includes and applies to all Solid Gold and Sterling Silver Rings under our Moissanite Luxury Collection as well as our IGI-Certified Lab Diamond Ring Collection.

Ring Resizing & Exchanges

At Aura Diamonds, we want to ensure your ring fits perfectly and you’re 100% happy with it. We follow standard universal Australian/US/UK Ring Sizing


Solid Gold Rings: We provide resizing assistance at an additional charge to keep our product prices fair and accessible. You may choose to resize your ring with us, or with a trusted local jeweller in person.


Sterling Silver Rings: Resizing is not recommended, as it can damage the rhodium plating. We exchange most rings excluding Luxury Moissanite Collection as they are made to order.


Exchanges: For most non-custom-made rings, we are able to offer a size exchange, provided the item is unused and in brand-new condition.

If you’re unsure about your size, please reach out to our team — we’re happy to guide you before purchase to help you find the right fit.

 

To initiate a return, please email shop@aura-diamonds.com.au. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.

Please note that customers are responsible for covering their own return shipping costs. Shipping fees are non-refundable.

For Change of Mind returns:

We understand that sometimes an item isn't quite right. For "Change of Mind" returns, a Restocking Fee will be deducted from your final refund amount. This fee covers non-refundable merchant processing costs and the labor required to inspect, clean, and repackage jewellery to our high standards.

Standard Orders (Credit Card, PayPal): 5% Restocking Fee

Buy Now, Pay Later (Afterpay, Klarna): 10% Restocking Fee

Note: If you choose to receive your refund as Store Credit, we will waive the restocking fee entirely.

Please note that original shipping fees are non-refundable for change of mind returns. Also, If your order received complimentary (free) shipping, a flat fee of $10 will be deducted from your refund to cover the original postage costs incurred by Aura Diamonds.

Order Cancellations (Before Dispatch) If you wish to cancel an order before it has been shipped, please contact us immediately. Please note that third-party payment providers (Visa, Mastercard, PayPal, Afterpay, etc.) charge us non-refundable processing fees the moment a transaction is made.

Therefore, if you cancel a "Change of Mind" order before dispatch (excluding Made-to-Order items currently in production as they are ineligible for Change of Mind), the following merchant fees will be deducted from your refund amount to cover these costs:

Standard Payments (Visa, Mastercard, Amex, PayPal): 3% deduction.

Buy Now, Pay Later (Afterpay, Klarna): 8% deduction.

If you choose to receive your refund as Store Credit, these cancellation fees will be waived.

If you have any questions about our shipping or return policies, please contact us and our customer service team will be happy to assist you.