Refund policy
Effective date: April 11, 2026
Last updated: April 11, 2026
At My Jewellery Shop, we want you to be completely happy with your purchase. If something is not quite right, we are here to help. Please read our returns and refunds policy below so you know exactly where you stand.
Your rights under the Australian Consumer Law: Our store policy operates alongside your statutory rights under the Australian Consumer Law (ACL), which is part of the Competition and Consumer Act 2010 (Cth). Nothing in this policy limits, excludes, or modifies any right or remedy you have under the ACL. If there is any inconsistency between this policy and your ACL rights, your ACL rights prevail.
Returns
Return Eligibility
Return eligibility varies depending on the type of item purchased. Please read the relevant section below carefully before initiating a return.
All Other Jewellery — 30-Day Returns
For all jewellery items not covered by Section 1.2 below, we offer a 30-day money-back guarantee from the date of purchase. To be eligible for a return, the item must:
- Be in its original, unworn, and unused condition
- Be returned in its original packaging
- Be accompanied by your original receipt or proof of purchase
Shipping costs will not be refunded for change-of-mind returns. Return shipping is at your expense. We recommend using a tracked and insured shipping method, as we cannot accept responsibility for items lost or damaged in transit back to us.
Ready-to-Wear Engagement, Wedding & Eternity Rings — 14-Day Returns
Due to the nature and value of these pieces, returns for ready-to-wear engagement, wedding, and eternity rings are accepted within 14 days of purchase only. The item must be:
- Unworn and in its original condition
- Returned in its original packaging
- Accompanied by the original receipt, diamond certificate or grading report, and all other documentation supplied at the time of purchase
Eligible returns in this category will receive a store credit or exchange to the value of the item, less a $100 restocking fee. Please note: this restocking fee applies to change-of-mind returns only. It does not apply to returns made on the basis of a faulty item or a consumer guarantee under the Australian Consumer Law.
Custom & Personalised Pieces — Non-Returnable
Any piece that has been customised in any way, including custom designs, resizing, engraving, and remodels, cannot be returned or exchanged. This is because the item has been made or altered specifically for you and cannot be resold.
We strongly recommend confirming all design details, measurements, and specifications before approving any custom or personalisation work. Our team is happy to guide you through this process to make sure you are completely confident before we proceed.
Please note: this exclusion applies to change-of-mind returns only. If a custom piece has a manufacturing fault or fails to meet a consumer guarantee under the Australian Consumer Law, your statutory rights apply in full.
Faulty or Incorrect Items
Your rights in relation to faulty or incorrect items are governed by the Australian Consumer Law and apply regardless of the return timeframes set out above.
We will always work with you to resolve the situation promptly. After assessing the item, we will continue to assist if your item:
- Has a manufacturing fault or is unsafe
- Does not match the samples or description provided at the time of purchase
- Does not do what we said it would
- Does not do what you asked for and we agreed to
For a major problem: You may choose a full refund, an exchange, or for us to remake the piece.
For a minor problem: We will repair the item within a reasonable time. If the repair is not possible or takes too long, you may choose a refund or exchange.
How to Return an Item
To return an item, please follow these steps:
1. Contact us first
Email us at service@myjewelleryshop.com.au or call (07) 5572 9009 during business hours (Monday to Friday 9:00am to 4:30pm, Saturday 9:00am to 3:00pm AEST) to let us know you would like to make a return. Please include your order number and the reason for the return.
2. Pack your item carefully
Place the item securely in its original packaging together with all documentation, receipts, diamond reports, and certificates. Items that arrive damaged due to inadequate packaging may not be eligible for a full refund.
3. Send or drop off your return
You may post your return to us or bring it in to our showroom in person.
Postal returns:
My Jewellery Shop, PO Box 337, Nobby Beach QLD 4218
In-store returns:
2231 Gold Coast Highway, Nobby Beach QLD 4218
We strongly recommend using a tracked and insured shipping method for postal returns. My Jewellery Shop is not responsible for items lost or damaged in transit to us.
Refunds
How Refunds Work
Once we receive your return, we will inspect the item and notify you of the outcome. We aim to process all returns promptly. Please allow up to 14 business days for your refund or store credit to be issued after we receive and inspect your item.
Refunds are issued via the same payment method used for the original purchase. The timeframes below are a guide only, as processing times are partly dependent on your bank or payment provider.
Credit and Debit Card
Refunds to credit or debit cards typically take 5 to 10 business days to appear on your statement after we process the return. The exact timing depends on your bank or card issuer.
Afterpay
If you paid with Afterpay, your refund will be processed through Afterpay. Any remaining scheduled instalments will be cancelled, and any payments already made will be refunded to your original payment method. Please contact Afterpay directly for information on their specific refund timing, as this is outside our control.
Store Credit
For eligible engagement, wedding, and eternity ring returns within the 14-day window, you will receive a store credit or exchange to the value of the item, less the $100 restocking fee. Store credits do not expire and can be used toward any purchase at My Jewellery Shop.
Items Damaged in Transit
If your order arrives damaged, please contact us immediately at service@myjewelleryshop.com.au with your order number and clear photographs of the damage and packaging. We will arrange a replacement or full refund at no cost to you.
We ask that you report transit damage as soon as possible after receiving your order. Delays in reporting may affect our ability to lodge a claim with the carrier.
Contact Us
If you have any questions about your return or refund, please do not hesitate to get in touch. Our team is always happy to help.
My Jewellery Shop Pty Ltd
2231 Gold Coast Highway, Nobby Beach QLD 4218
PO Box 337, Nobby Beach QLD 4218
Phone: (07) 5572 9009
Email: service@myjewelleryshop.com.au
Business hours: Monday to Friday 9:00am to 4:30pm, Saturday 9:00am to 3:00pm (AEST)
