At Rocks & Crystals AU, every piece is prepared with care, and many of our rings and jewellery items are individually handcrafted, made to order or personalised specifically for you.
We want you to be happy with your purchase. This policy explains when change-of-mind returns may be accepted, which items cannot normally be returned, and what to do if there is a problem with your order.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Change-of-Mind Returns
We accept change-of-mind returns on eligible standard stock items ordered in our standard sizes and options, provided the item has not been customised, engraved or otherwise personalised, subject to the conditions below.
Please contact us within 10 days of receiving your order if you wish to request a return.
To be eligible for a change-of-mind return, the item must be returned in its original, unworn and undamaged condition. Please contact us before sending anything back so that we can provide the appropriate return instructions.
The customer is responsible for the cost of returning the item to us. We recommend using a tracked postal service, as the item remains the customer’s responsibility until it is received by us.
Once the returned item has been received and inspected, an eligible refund will be issued for the purchase price of the item only. Original shipping charges and return postage costs are not refundable for change-of-mind returns.
Items showing signs of wear, damage, alteration or use may not be accepted as a change-of-mind return.
Made-to-Order, Custom & Personalised Items
Many of our rings and jewellery pieces are individually made or personalised specifically for the person ordering them. Because these items may not be suitable for resale, they are generally not eligible for change-of-mind returns or exchanges.
Custom & Special-Order Rings
Rings created to a custom design, made using specially requested materials, colours or specifications, or produced in a size or configuration outside the standard options offered on the product page cannot normally be returned or exchanged for change of mind.
Memorial Jewellery
Memorial jewellery containing ashes, hair or other personal keepsakes supplied by you is created specifically for you and cannot be returned or exchanged for change of mind.
This includes memorial rings, pendants, beads and other jewellery incorporating personal memorial materials.
Personalised & Engraved Jewellery
Items that have been engraved or otherwise personalised to your instructions cannot normally be returned or exchanged for change of mind.
Please carefully check all names, dates, wording, coordinates and other engraving details before submitting your order.
Incorrect Ring Size
Please check your ring size carefully before ordering. Rings made in your selected size are not considered faulty simply because an incorrect size was ordered.
Some materials, particularly tungsten and ceramic, generally cannot be resized. If you realise that you have ordered the wrong size, please contact us as soon as possible. If production has not yet started, we may be able to change the size.
If the ring has already been made, contact us and we’ll let you know what options may be available.
These change-of-mind exclusions do not affect your rights under Australian Consumer Law if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Faulty, Damaged or Incorrect Items
We carefully inspect every item before it is dispatched. However, if your order arrives damaged, is faulty, is not as described or you receive an incorrect item, please contact us as soon as possible so we can help resolve the issue.
Please provide your order number, a description of the problem and photographs where appropriate. This will help us assess the issue and determine the most appropriate solution.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If an item has a problem that constitutes a major failure under Australian Consumer Law, you may be entitled to choose a refund or replacement. For other problems, we may be entitled to provide an appropriate remedy in accordance with Australian Consumer Law.
These rights apply regardless of whether an item was standard, made to order, custom, memorial or personalised.
Return Postage for Faulty or Incorrect Items
If we confirm that an item needs to be returned because it is faulty, damaged, incorrectly supplied or otherwise covered by your rights under Australian Consumer Law, we will provide appropriate return instructions and deal with reasonable return costs in accordance with our legal obligations.
Please contact us before returning the item rather than sending it back without prior notice.
Natural Materials & Handmade Variation
Many of our rings and jewellery pieces are handcrafted using genuine natural materials including meteorite, Australian opal, gemstones, dinosaur fossils, Megalodon tooth, wood and other naturally occurring materials.
These materials naturally vary in colour, pattern, texture and appearance. The exact distribution and appearance of an inlay may therefore differ from the photographs shown on our website. These variations are a natural characteristic of the materials and are part of what makes each handcrafted piece unique.
Minor variations that are consistent with the natural material or handcrafted nature of the item are not considered faults.
Copper Rings
Copper naturally reacts with moisture, skin oils and individual body chemistry. This can sometimes cause the copper to develop a patina or leave a temporary green discolouration on the skin.
The extent of this reaction varies from person to person and is a natural characteristic of copper rather than a defect in the ring.
If you experience an issue with one of our copper rings, please contact us and we’ll be happy to discuss the available options.
Refund Processing
Once an eligible returned item has been received, we will inspect it to confirm that it meets the conditions of our returns policy.
If the return is approved, the applicable refund will be processed back to the original payment method used for the purchase.
For approved change-of-mind returns, the refund will cover the purchase price of the eligible item only. Original shipping charges and return postage costs are not refundable.
Please allow time for your bank, card provider or payment provider to process the refund after it has been issued. Processing times are outside our control and can vary between providers.
How to Request a Return
Please contact us before returning any item.
When contacting us, please provide:
- Your name and order number
- The item you wish to return
- The reason for the return
- Photographs if the item is damaged or you believe there is a fault
We will review your request and provide return instructions where applicable.
Items returned without contacting us first may take longer to process.
Questions About a Return?
If you’re unsure whether your item is eligible for a return, exchange or other remedy, please contact us before sending anything back.
We’re happy to discuss your order and help determine the appropriate next step.