Refund policy

At House of Diamonds, we want you to feel completely confident when purchasing your jewellery. If for any reason you are not satisfied, our returns policy ensures a simple and transparent process, in line with Australian Consumer Law.

30-Day Return Window (In-Stock Items Only)

We accept returns within 30 days of delivery or pick-up for eligible in-stock jewellery items only.

In-stock items are jewellery that is physically held in stock at the time of purchase and not made to order, customised, or created specifically for a customer.

Return Conditions

To qualify for a return, eligible items must:

  • Be unused, unworn, and in original condition

  • Include all original packaging, certificates, and accessories

  • Be returned using a tracked and insured shipping method (for your protection)

Return Costs

  • Free returns (In-stock items only): Return shipping is free for eligible in-stock items returned within 30 days.

  • Faulty or damaged items: If an item arrives faulty, damaged, or incorrect, we will cover all return shipping costs.

  • Change-of-mind returns: Free return shipping applies to eligible in-stock items only.

Items Not Eligible for Return

For hygiene and customisation reasons, the following items cannot be returned for change of mind unless a manufacturing fault is proven:

  • Custom-made or bespoke designs

  • Engraved or personalised jewellery

  • One-of-a-kind jewellery created to order

  • Earrings

Refunds

  • Once your returned item is received and inspected, you will be notified of the approval or rejection of your refund.

  • Approved refunds will be processed within 10 business days to your original payment method.

Exchanges

If you would like to exchange your jewellery for another item, please contact us within the 30-day window. Exchanges are subject to stock availability.

How to Start a Return

Email info@houseofdiamonds.com.au with your order number. If eligible, we will provide a prepaid return shipping label and instructions.

Questions?

If you have any questions about returns, please contact our customer service team.