Refund policy

We want you to love wearing your piece every day. If something isn't right, here's how we'll make it right.

Your rights come first

Nothing in this policy limits your rights under the Australian Consumer Law. Store credit applies to change-of-mind returns only. If your piece has a fault, see Faulty or damaged items below and our Warranty & Aftercare page.

Change of mind: store credit or exchange

We don't refund change-of-mind purchases. You can return a ready-to-wear piece for store credit or an exchange within 30 days of delivery or pickup, as long as:

  • it's unworn and in its original condition and packaging
  • it comes back with its diamond grading certificate and any paperwork
  • you contacted us before sending it

These can't be returned for change of mind: anything engraved or resized, earrings and gift cards.

Once we've received and checked your piece, we'll give you store credit for the amount you paid, or swap it for another piece.

Custom and made-to-order pieces

Every custom piece is made for you, so it can't be returned. If it isn't quite right, we'll work with you to redesign or adjust it.

  • A 50% deposit secures your order and starts the design work. The deposit is non-refundable.
  • Pay the balance any time before, or when, you collect your piece.
  • You'll approve your CAD renders before we cast anything. Changes after approval may add cost, and we'll always quote first.

Faulty or damaged items

If your piece arrives damaged, isn't what you ordered or develops a fault, tell us as soon as you notice. We'll arrange insured return postage at our cost. Then we'll repair, replace or refund it as the Australian Consumer Law requires.

How to return

  1. Email scarlett@diamondlabboutique.com or call (07) 3359 4197 with your order number. Please don't send anything before we reply.
  2. Bring the piece to our showroom, or post it to: Diamond Lab Boutique, Shop 138A, Westfield Chermside, Chermside QLD 4032.
  3. Post it fully insured and tracked, with signature on delivery. Return postage for change-of-mind returns is at your cost, and we can't accept responsibility for uninsured parcels lost in transit.
  4. We'll email you once we've received and checked it.