Refund policy
At Futurae Diamonds, we pride ourselves on creating lasting, luxurious, sustainably sourced jewellery that can be cherished for a lifetime. To ensure the highest quality, every piece we craft undergoes rigorous quality control testing.
Our products and services come with guarantees under the Australian Consumer Law. For further information on your rights regarding repairs, refunds and replacements, please visit the NSW Fair Trading consumer guidelines page.
If you experience a minor issue with your product caused by a manufacturing issue, you can request a free repair. If you experience major issues with your product caused by a manufacturing issue, you are entitled to have the problem rectified in a reasonable time once an assessment has been conducted by Futurae Diamonds.
Exceptions to Guarantee and Refund Policy
Consumer guarantees and refunds do not apply if you:
- Received what you asked for but changed your mind, found it cheaper elsewhere, decided you did not like the purchase or had no use for it;
- Bespoke custom pieces have a no-returns, no refunds policy unless there is a manufacturing defect. This applies to any item that has been altered or adjusted specifically for the customer (ie. Personalised engraving);
- 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 Futurae Diamonds or were unclear about what you wanted;
- Where rings, earrings, necklaces and bracelets can be returned if they are in their original condition and packaging, however if a piece has been customised or altered, it will not be eligible for return or refund.
Please note, earrings can only be returned if they are still in the original packaging and unworn. This policy is enforced due to health regulations and pose hygiene risks if worn.
Original condition at Futuare is defined as: No scratches, no wear and tear, no damage.
Three-Year Warranty On All Rings
We proudly offer a three-year warranty from the date of purchase against manufacturing defects for our rings. This warranty covers issues related to the craftsmanship of the item, and any manufacturing defects typically surface within this period. If you encounter a manufacturing defect, we will repair or replace the item at no cost to you.
What’s Covered Under the Three-Year Warranty
Examples of manufacturing defects covered by our warranty include:
- Porosity or blemishes in the metal
- Uneven settings noted upon pick-up
- Chips, scratches, or nicks in stones
- Stains from rhodium plating noted at pick-up
We also offer complimentary resizing within first 12 months.
One-Year Warranty On All Fine Jewellery
For all our other fine jewellery, we offer a one-year warranty from the date of purchase against manufacturing defects. This warranty covers issues related to the craftsmanship of the item, and any manufacturing defects typically surface within this period. If you encounter a manufacturing defect, we will repair or replace the item at no cost to you.
What’s Covered Under the One-Year Warranty
Examples of manufacturing defects covered by our warranty include:
- Porosity or blemishes in the metal
- Uneven settings noted upon pick-up
- Chips, scratches, or nicks in stones
- Stains from rhodium plating noted at pick-up
Claiming Your Warranty
If you believe your jewellery has a manufacturing issue, please follow these steps:
- Contact us through our contact form, and one of our team members will reach out to you. Items must have original proof of purchase and packaging.
- After discussing your issue, you can return your product for assessment by visiting any of our studios or mailing it back by registered post that includes a unique identification number, proof of posting when lodged over the counter at a post office, tracking and signature upon delivery. If mailing, please ensure you include the original packaging and all accompanying materials, including the stone certificates. Securely wrap the jewellery and include a copy of the invoice along with your contact details.
- We do not refund the original delivery charge unless the goods are faulty or incorrectly shipped. The customer is responsible return shipping costs unless the return is due to our error.
- Please review our warranty coverage, as the postage deposit is non-refundable if the issue is not deemed a manufacturing defect.
- We will assess the jewellery free of charge. If the damage is not covered under warranty, we will provide a repair quote for your approval. If you choose not to proceed, you will need to arrange for postage and return of your jewellery.
- If the issue is confirmed as a manufacturing defect, your postage deposit will be fully refunded, and the repair will be conducted at no charge.
Exclusions from the Warranty
Our warranty does not cover:
- Change of mind or dissatisfaction after purchase
- Misuse or mishandling of the product
- Issues known prior to purchase
- Repairs requested against our advice
Repairs or services performed by any jeweller other than Futurae Diamonds will void your Warranty.
Wear and Tear
All jewellery, particularly rings, can be affected by normal wear and everyday activities. Our Warranty does not cover any damage to jewellery, loss of stones, mishandling or abusive use, theft or damage caused by general wear and tear.
Normal wear and tear from everyday use is not covered under this warranty. Your jewellery may experience dents, abrasions and scratches in the settings. Metals are malleable and over time they will exhibit signs of wear. We recommend you consider a professional jeweller professionally clean and polish your ring to keep it look brand new.
Examples of what is not covered under the warranty include:
- Chips, scratches, nicks, and breakages on the gemstones due to wear and tear or accidents. Diamonds are the hardest gemstones on earth but they are not indestructible. If a diamond is hit or knocked at a certain angle, they can chip or crack. Regardless of the impact force, a diamond is highly susceptible to breaking when hit along its weakest part (usually the edges or girdle). Diamonds set with exposed edges, such as in a prong setting, are at higher risk of sustaining damage.
- Pits and holes in your setting created by exposure to corrosive chemicals e.g. chlorine bleach, heavy cleaning products.
- The discolouration of precious metals caused by chemicals, make-up, exposure to chlorine in pools and hot tubs, or bathing.
- Precious metals (especially claws and bands) can wear down over time and may need to be restored as part of normal wear.
- Prongs that get caught, bent or worn down by everyday wear and allow a stone to fall out.
- The loss of your diamond/s caused by damage from everyday wear or from other damage.
Futurae Diamond’s Manufacturing Warranty is only valid with proof of purchase provided and if the jewellery has not been altered in any way.
Resizing
We understand that sometimes when you are sized for your ring, the fitting may be either too large or small. Upon receipt of your ring, should the ring not fit safely and perfectly we offer a free resizing service within 12 months of purchase. You will need to provide your proof of purchase and original packaging.
If you fall outside of the free resizing period however would like to have your ring resized, we can also accommodate your request at a fee of $100. During this time, we will also clean and polish your ring for you whilst it is being resized.
Simply contact us through our Contact Form and one of our team members will be in touch.
Jewellery Maintenance Care
To maintain the beauty and longevity of your jewellery, we recommend regular assessments and proper care. For best results, remove your jewellery before any hands-on activities (for example, household work, gym activities) and before exposure to harsh environments.
For further information, please refer to our Futurae Diamonds jewellery care guide.
