Returns Policy

Effective Date: 06.01.25

Overview

At Sustainable Diamond Co., we are committed to providing high-quality products and ensuring customer satisfaction. In accordance with the Australian Consumer Law (ACL). This Returns Policy outlines your rights and the process for returning an item.

Return Elegibility

All of our jewellery is made to order to your requirements so we cannot accept returns unless there is a fault with your product. We do not accept returns for change of mind or if the item is not as expected.

You are eligible to return an item if:

 

●     The item has a major fault or defect that was not disclosed prior to purchase. Note, all items inspected and digitally recorded prior to shipping to ensure quality and a match to description on our website.

 

Return Process

Step 1: Contact Us

If you believe your item is has a significant fault, please contact our customer service team within 7 days of receiving your order. Provide your order number, a description of the issue, and any relevant photos to help us assess the problem.

●     Email: [sustainablediamondco@gmail.com]

●     Contact Form: [sustainablediamondco.com.au/contact]

Step 2: Assessment

Once we receive your request, we will assess the issue and determine if the item requires repair. We may request additional information or photos to facilitate this process.

 

Step 3: Return Authorization

If your return is approved, we will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return the item. Please do not return the item without a RAN, as this will delay the process.

Step 4: Returning the Item

●     Packaging: Ensure the item is securely packaged to prevent damage during transit.

●     Shipping: Use a tracked and insured shipping method. Sustainable Diamond Co. is not responsible for items lost or damaged during return shipping.

●     Return Address: A return address will be supplied with your RAN.

Step 5: Inspection and Repair

Upon receiving the returned item, we will inspect it to verify the issue and send it to our workshop for repair. Your item will be shipped back to you free of charge.

Contact Us

If you have any questions about our Returns Policy or need assistance with a return, please contact us:

●     By email: sustainablediamondco@gmail.com

●     By visiting this page on our website: sustainablediamondco.com.au/contact

 

Thank you for shopping with Sustainable Diamond Co. We value your business and strive to ensure you are completely satisfied with your purchase.