Return & Exchange Policy

At GemTrove, we want every customer to feel confident when purchasing jewellery, diamonds and gemstones from us.

This Return & Exchange Policy applies to eligible purchases made from GemTrove in Australia.

GemTrove accepts returns for both defective and non-defective eligible products. GemTrove also accepts exchanges for eligible products, subject to the conditions below.

Nothing in this policy excludes, restricts or changes any rights a customer may have under the Australian Consumer Law.

1. Policy Summary

Eligible ready-made jewellery may be returned or exchanged within 30 days of delivery or collection.

To be eligible for a change-of-mind return or exchange, the product must be new, unused, unworn, unaltered and in its original saleable condition.

All change-of-mind returns and exchanges must be completed in store at the GemTrove Melbourne CBD showroom.

No restocking fee applies to approved returns or exchanges.

Approved refunds will be processed within 7 days of the return being inspected and approved.

Custom-made, bespoke, personalised, resized, engraved, altered, specially ordered and made-to-order products are not eligible for change-of-mind returns or exchanges.

Faulty, damaged, unsafe or incorrectly described products will be assessed in accordance with the Australian Consumer Law.

2. Eligible Ready-Made Jewellery Returns

GemTrove accepts returns and exchanges for eligible ready-made jewellery within 30 days of delivery or collection.

Ready-made jewellery means a product that was already held as standard GemTrove stock and was not made, sourced, resized, engraved, altered or personalised for a specific customer.

To be eligible for a return or exchange, the product must be:

• New, unused and unworn.

• In its original, unaltered and saleable condition.

• Free from scratches, damage, wear, perfume, cosmetic marks or other signs of use.

• Unresized, unengraved and not modified in any way.

• Returned with all original packaging, boxes and presentation materials.

• Returned with all certificates, valuation documents, diamond grading reports, gemstone reports, receipts and invoices supplied with the purchase.

• Returned to GemTrove within 30 days of delivery or collection.

• Inspected and approved by GemTrove.

GemTrove may refuse a change-of-mind return or exchange if the product is worn, damaged, altered, resized, engraved, incomplete or returned without the original documents.

3. Return and Exchange Method

Eligible change-of-mind returns and exchanges must be made in store.

Products may be returned to:

GemTrove
Suite 903/125 Swanston St
Melbourne VIC 3000
Australia

Customers should contact GemTrove before visiting so that an appointment can be arranged and the return can be assessed promptly.

4. Return and Exchange Fees

GemTrove does not charge a restocking fee for approved returns or exchanges.

There is no fee to return an eligible product in store.

Any difference in price for an exchange must be paid by the customer. Where the replacement product costs less than the original product, the approved balance will be refunded in accordance with this policy.

5. Refund Processing Time

Approved refunds will be processed within 7 days after the returned product has been inspected and approved by GemTrove.

Refunds will normally be made to the original payment method where possible.

After GemTrove processes the refund, the time taken for the funds to appear may depend on the customer’s bank, card provider or payment provider.

6. Items Not Eligible for Change-of-Mind Returns or Exchanges

The following products and services are not eligible for change-of-mind returns or exchanges:

• Custom-made jewellery.

• Bespoke jewellery.

• Personalised jewellery.

• Made-to-order jewellery.

• Specially sourced diamonds.

• Specially sourced gemstones.

• Loose diamonds or gemstones reserved or ordered for a customer.

• Jewellery made to an approved CAD design.

• Jewellery made to a selected ring size.

• Jewellery made in a selected metal, stone shape, setting style or design specification.

• Engraved jewellery.

• Resized jewellery.

• Altered or modified jewellery.

• Jewellery remodelling work.

• Repairs or service work already completed.

• Sale, clearance or final-sale items where clearly marked at the time of purchase.

These products are created, sourced, altered, reserved or prepared specifically for the customer and may not be suitable for resale as standard stock.

This exclusion does not affect a customer’s rights where a product is faulty, damaged, unsafe, not as described or does not meet the consumer guarantees under the Australian Consumer Law.

7. Custom-Made, Bespoke and Made-to-Order Jewellery

Custom-made jewellery is created specifically for the customer.

This may include a selected diamond, gemstone, metal, finger size, setting style, CAD design, engraving, stone layout, band width or other personal specification.

Once a customer approves a quote, diamond, gemstone, CAD design, invoice, order details or production instruction, GemTrove may begin sourcing, design work, material ordering or manufacturing.

Custom-made, bespoke and made-to-order jewellery is not eligible for a change-of-mind return or exchange once the order has been confirmed and work has begun.

This includes, but is not limited to:

• Custom engagement rings.

• Custom wedding bands.

• Custom eternity rings.

• Custom gemstone rings.

• Custom pendants, earrings, bracelets and bangles.

• Jewellery remodelling using customer-supplied stones.

• CAD-approved designs.

• Specially sourced natural diamonds.

• Specially sourced lab-grown diamonds.

• Specially sourced coloured gemstones.

• Jewellery made to a customer’s selected size, stone, metal or design.

8. Specially Sourced Diamonds and Gemstones

GemTrove may source diamonds and gemstones based on a customer’s specific requirements.

This may include natural diamonds, lab-grown diamonds, sapphires, rubies, emeralds and other precious or semi-precious gemstones.

A diamond or gemstone that is specially sourced, reserved or ordered for a customer is not eligible for a change-of-mind return or exchange once it has been approved or confirmed by the customer.

If the supplied diamond or gemstone does not match the agreed invoice, certificate, disclosure or confirmed specification, GemTrove will assess the matter and provide an appropriate remedy in accordance with the Australian Consumer Law.

9. Deposits and Payments

GemTrove may require a deposit for custom-made jewellery, specially sourced stones and made-to-order products.

A deposit may be used to:

• Reserve or source a diamond or gemstone.

• Begin CAD design or design preparation.

• Purchase precious metal or other materials.

• Begin manufacturing.

• Reserve workshop time.

• Prepare gemstone scanning, imaging or technical work.

Once sourcing, design work, ordering or production has started, deposits and progress payments may not be refundable for change of mind.

If an order is cancelled after work has commenced, GemTrove may retain amounts reasonably required to cover work already completed, materials ordered, stones reserved, design time, CAD work, labour, supplier charges or other costs already incurred.

This does not affect any rights the customer may have under the Australian Consumer Law.

10. Faulty, Damaged, Unsafe or Not as Described Products

If a product supplied by GemTrove is faulty, damaged, unsafe, not as described or does not meet the agreed specifications, GemTrove will assess the product and provide an appropriate remedy where required by the Australian Consumer Law.

Depending on the circumstances, a remedy may include:

• Repair.

• Replacement.

• Correction.

• Remake.

• Refund.

• Partial refund.

• Store credit, where appropriate and agreed.

• Another suitable solution.

GemTrove may inspect the product before confirming the cause of the issue and the appropriate remedy.

The 30-day change-of-mind return period does not limit a customer’s rights under the Australian Consumer Law.

11. Diamond, Gemstone and Certificate Accuracy

GemTrove works with natural diamonds, lab-grown diamonds and coloured gemstones.

Where applicable, diamonds may be supplied with recognised grading reports, such as GIA or IGI reports. Gemstones may be supplied with certificates, valuation documents or disclosure information depending on the stone.

GemTrove aims to clearly disclose important information, including:

• Whether a diamond is natural or lab-grown.

• Diamond certificate numbers where supplied.

• Diamond carat weight, colour, clarity and cut details where applicable.

• Gemstone type.

• Known treatment information where available.

• Carat weight or dimensions.

• Metal type.

• Agreed design details.

• Invoice description.

If a diamond, gemstone, certificate number, stone type, treatment disclosure or key agreed specification does not match the confirmed invoice or approved documentation, GemTrove will assess the matter and provide an appropriate remedy in accordance with the Australian Consumer Law.

12. Warranty and Workmanship Issues

Return and exchange requests are different from genuine warranty or workmanship matters.

If a product appears to have a manufacturing fault or workmanship issue, GemTrove will inspect the product and assess the cause.

Warranty support may apply to:

• Manufacturing faults.

• Workmanship-related issues.

• Stone-setting concerns not caused by impact, wear or misuse.

• Structural concerns caused by manufacturing.

• Soldering or finishing issues related to workmanship.

• Errors where the finished product does not match the agreed invoice or approved design details.

All warranty matters must be inspected by GemTrove before a remedy is confirmed.

13. What Is Not Normally Covered

Fine jewellery is delicate and must be worn and cared for properly.

Returns, exchanges and warranty support do not normally cover damage caused by wear, impact, misuse, poor care or work carried out by another jeweller.

GemTrove does not normally cover:

• Normal wear and tear.

• Scratches, dents or surface marks.

• Worn claws, thinning bands or worn settings.

• Accidental damage.

• Impact damage.

• Bent, crushed or pulled jewellery.

• Loss of stones caused by knocks, wear, damage or lack of maintenance.

• Damage caused by chemicals, chlorine, cosmetics, perfumes or cleaning products.

• Damage caused by unsuitable ultrasonic cleaning.

• Damage caused by another jeweller, repairer or third party.

• Unauthorised resizing, repair or alteration.

• An incorrect ring size supplied or approved by the customer.

• Damage to customer-supplied stones caused by their condition, durability or suitability.

• Change of mind after custom work, sourcing or production has started.

This section does not exclude any rights a customer may have under the Australian Consumer Law.

14. Customer-Supplied Stones and Remodelling Work

GemTrove may agree to work with customer-supplied diamonds, gemstones or heirloom jewellery.

These products may already have wear, damage, chips, fractures, inclusions, previous repairs or structural weaknesses.

GemTrove will take reasonable care when handling customer-supplied products. However, GemTrove is not responsible for pre-existing damage, hidden weaknesses, durability issues or risks associated with customer-supplied stones unless otherwise required by law.

Where possible, GemTrove may inspect or advise on the condition of a customer-supplied stone before work begins.

For remodelling work, the customer accepts that older jewellery and gemstones may carry additional risk during removal, resetting, cleaning, polishing, resizing or remaking.

15. Inspection and Assessment Process

If a customer believes there is an issue with jewellery, a diamond, gemstone, certificate or completed work, the product must be returned to GemTrove for inspection before a remedy is confirmed.

GemTrove may use suitable gemological and jewellery inspection methods to assess the product.

After inspection, GemTrove will explain the likely cause of the issue and the available options.

16. Return of Documents, Certificates and Packaging

Where a product is returned, exchanged or assessed, the customer must provide all relevant documents and packaging originally supplied with the purchase.

This may include:

• Diamond certificates.

• Gemstone certificates.

• Valuation reports.

• Receipts.

• Invoices.

• Warranty documents.

• Packaging.

• Presentation boxes.

• Any other documents supplied with the purchase.

Missing certificates, reports, packaging or documents may delay the assessment or affect the return outcome.

Replacement certificate or report costs may be charged where applicable and permitted by law.

17. Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return & Exchange Policy excludes, restricts or modifies any rights or remedies available to a customer under the Australian Consumer Law.

18. Contact GemTrove

For return, exchange, warranty or product assessment enquiries, please contact GemTrove before visiting the showroom.

GemTrove
Suite 903/125 Swanston St
Melbourne VIC 3000
Australia

Phone: 0488 878 000
Email: diamonds@gemtrove.com.au
Contact page: https://www.gemtrove.com.au/content/contact-gemtrove
Appointment booking: https://calendly.com/gemtrove-diamonds