Refund policy
Return and Refund Policy
Effective Date: 01/01/2024
At The Diamond Vault Aus Pty Ltd, we are dedicated to providing quality products and exceptional service. This Return and Refund Policy outlines your rights under Australian Consumer Law, as well as specific considerations for non-refundable items, especially custom-made fine jewelry.
1. Consumer Guarantees
1.1. Our Commitment: We acknowledge and uphold the consumer guarantees provided under the Australian Consumer Law. You are entitled to a replacement, refund, or repair for goods that fail to meet these guarantees.
2. Change of Mind Returns
2.1. Conditions for Returns: If you change your mind about a purchase, we may, at our discretion, accept returns for exchange or store credit within 30 days of the purchase date. Items must be returned in their original condition.
2.2. Return Authorization: Contact our customer support at Info@tediamondvault.com.au to request a return authorization. We reserve the right to refuse returns that do not meet our criteria.
2.3. Restocking Fee: A restocking fee of 30% may be applied for change of mind returns to cover handling and processing costs.
3. Faulty or Defective Items
3.1. Consumer Rights: If the goods you received are faulty, not of acceptable quality, or do not match the description, you are entitled to a refund, replacement, or repair.
3.2. Return Authorization: Contact our customer support promptly to report any faults or defects. We will provide instructions for the return process.
3.3. Inspection and Decision: We reserve the right to inspect returned items before processing a refund or replacement. If the item is found to be in working order, a restocking fee may apply.
4. Non-Refundable Items (Custom-Made Fine Jewelry)
4.1. Custom Orders: Items that are specially commissioned, personalized, or custom-made, including fine jewelry, may not be eligible for return or refund unless they are faulty or do not meet the agreed specifications.
4.2. Customer Confirmation: Customers are responsible for providing accurate specifications and confirming details before placing custom orders.
5. Refund Process
5.1. Refund Criteria: Refunds will be processed in accordance with Australian Consumer Law. If the return meets the criteria for a refund, we will issue the refund via the original payment method.
5.2. Timeframe: Refunds may take several business days to appear in your account.
6. Exchanges
6.1. Exchange Process: Exchanges are subject to product availability. Contact our customer support to initiate an exchange.
7. Protection of Business Interests
7.1. Discretion: We reserve the right to exercise discretion in processing returns and refunds, especially for non-refundable items, custom orders, or items not meeting specified criteria.
7.2. Policy Modification: This policy may be modified at our discretion. Please review it regularly for updates.
8. Contact Information
8.1. For questions about our Return and Refund Policy or to initiate a return, please contact us at Info@tediamondvault.com.au.
This Return and Refund Policy is designed to comply with Australian Consumer Law while safeguarding the business interests of The Diamond Vault Aus Pty Ltd, especially for non-refundable items like custom-made fine jewelry.