Refund policy

At Deltora Diamonds, we pride ourselves on our meticulous workmanship and high quality jewellery. Each and every piece we create undergoes thorough rigorous quality control testing before it is sent out to you.

Australian Consumer Law

Our products and services come with automatic guarantees under the Australian Consumer Law. If you experience major issues with our service, you are entitled to:

  • Cancel your service contract with us, and
  • A refund for the unused portion, or reimbursement for its reduced value.

If you experience a minor issue with our products, you can request a free repair. If a problem with our products amounts to major failure, you are entitled to:

  • Ask for a refund or replacement and
  • To have the problem rectified in a reasonable time.
  • You are also entitled to compensation for any damages or losses suffered from a problem with our products or service that we could have reasonably foreseen.

When returning a product, it is the client’s responsibility to cover any postage or transportation costs. If a major problem is confirmed, you are entitled to recover reasonable postage or transportation costs from us.

Exceptions to Guarantees

Consumer guarantees do not apply if you:

  • Received what you asked for but simply changed your mind, found it cheaper elsewhere, decided you did not like the purchase or had no use for it;
  • Misused the product in any way that caused the problem;
  • Knew of or were made aware of any faults before you bought the product;
  • Asked for a service to be completed in a certain way against the advice of Deltora Diamonds or were unclear about what you wanted.

Warranty

Deltora Diamonds offers its clients a free Manufacturing Warranty from the date of invoice for 30 days against any manufacturing defects on all our jewellery.

Manufacturing defects refer to the structure of the jewellery, and most manufacturing defects show up within the first few months of wearing. Any item found defective as a result of manufacturing will be repaired or replaced at no charge. When returning your product for manufacturing defects, we will cover any shipping and postage costs by act of reimbursement.

What is Covered 

Some examples of manufacturing defects which are covered under our Warranty include:

  • Porosity, surface pores, blemishes in the metal;
  • Uneven settings;
  • Chips, scratches or nicks in stones given at time of pick-up;
  • Rhodium plating ‘splashes’ of stains on the metal.

Claiming your Warranty

If you believe your jewellery has a manufacturing issue, please complete the steps below:

  • Contact us about the problem at info@deltoradiamonds.com and we will arrange an evaluation of your jewellery;
  • Please thoroughly read through what is and what is not covered by our Warranty.
  • We will conduct a free assessment of the jewellery to determine whether the damage is under warranty;
  • If the damage is not under warranty we will send you a repair quote for your approval. 
  • If the issue is found to be a manufacturing defect, the repair will be conducted at no charge;

Repairs or services performed by any jeweller other than Deltora Diamonds will void our Lifetime Warranty.

Returns and refunds
We make every effort to be transparent at all times. Accordingly, we have developed a Refunds & Returns Policy. Please read on to learn about our obligations to you. If you need further clarification, please contact us on 1300 33 44 59

Your entitlement to a refund or exchange
You may ask for a refund or exchange if an item has a major problem or is significantly different to what you asked for. If you believe that you are entitled to a refund or exchange, please provide:
· your full name and address
· the original order number
· your reason for claiming the refund or exchange.
Please email these details to info@deltoradiamonds.com. You will not be entitled to a refund or exchange if you have simply changed your mind. Custom pieces or wedding or engagement rings are all custom made for each client, we do not offer the ability to cancel, refund, or exchange an order once it is placed. Please reach out to your sales consultant if you have additional questions.

Returning products to us
Please contact us immediately to let us know if you feel anything is wrong. Delayed claims may lead to your request being rejected. We reserve the right to assess the condition of your product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us. You may be entitled to a refund equal to the cost of the product only. You may be entitled to an exchange for an identical item, or one of a similar value.

How to return items:
Email us at info@deltoradiamonds.com and we’ll send you a returns form to fill out and include with your return. Package the products in a shipping bag or box that will prevent damage in transit. We recommend similar packaging to the packaging you received the product/s in originally. Include the jewellery, the completed return form and, if possible, its original box.
Deltora Diamonds takes no responsibility for goods that are lost or that we have not received. If you are concerned about loss or damage in transit, consider adding tracking or insurance. However, this is at your sole discretion and Deltora Diamonds makes no representations or warranties in relation to security.

Send the product(s) to:
Deltora Diamonds
Suite 401/ 185 Elizabeth Street, Sydney NSW 2000

Upon receipt, we will inspect the relevant product(s). If they are returned in accordance with our Refunds & Returns Policy, we will issue you with a refund or exchange.

Return delivery charges
We recommend you return the product to us via Registered Post so that the delivery can be tracked. All shipping costs are the responsibility of the customer and are non-refundable, except in cases where we have made a shipping error.

Provision of refunds or exchanges to you
If your refund is approved after assessing the condition of the returned product(s) we will send you an email confirming that a refund will be issued. Refunds will generally be processed within 3-5 business days of our receipt of returned products. All refunds will be issued via the same payment method used to purchase the products. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within five (5) days of us notifying you that a refund has been issued.