Refund policy

At Gemray Jewels Pty Ltd (ACN 697 100 726), we are committed to providing high-quality jewellery and excellent customer service. This Returns & Refunds Policy outlines your rights and our obligations regarding returns, exchanges, repairs, and refunds.

This policy operates in accordance with the Australian Consumer Law (ACL) and does not limit or exclude any rights or remedies available to consumers under the law.

 

1. Faulty or Defective Products

If your jewellery is faulty, defective, damaged upon arrival, or does not meet the consumer guarantees under the Australian Consumer Law, please contact us within 7 days of delivery of your goods.

Depending on the nature of the fault, Gemray Jewels may, in accordance with the Australian Consumer Law:

 

  • Repair the item;

  • Replace the item with the same or an equivalent product; or

  • Provide a full or partial refund.

 

Items returned as faulty may be inspected by our Quality Assurance team before a remedy is provided.

Normal wear and tear, accidental damage, misuse, improper care, unauthorised repairs, or damage caused by failure to follow jewellery care instructions are not considered manufacturing faults.

 

2. Change of Mind Returns

At Gemray Jewels, we understand that you may change your mind about your purchase. Eligible items may be returned within 30 days of receiving your order for an exchange or store credit only.

Refunds are not available for change of mind purchases.

To be eligible for an exchange or store credit, the item must:

  • Be returned within 30 days of delivery or purchase.

  • Be unworn, unused, and in "as new" condition.

  • Be free from scratches, damage, alterations, or signs of wear.

  • Include all original packaging, gift boxes, tags, certificates, and accompanying documentation.

  • Be accompanied by valid proof of purchase.

 

Once the returned item has been inspected and approved, you may:

  • Exchange the item for another product of equal or greater value (any price difference must be paid); or

  • Receive a store credit equal to the original purchase price, valid for 36 months from the date of issue.

 

Shipping charges are non-refundable.

Gemray Jewels reserves the right to refuse a change of mind return if the returned item does not meet the above conditions.

 

3. Items Not Eligible for Change of Mind Returns

For hygiene and customisation reasons, we cannot accept change of mind returns for:

  • Earrings

  • Custom-made or made-to-order items

  • Rings that have been resized or altered

  • Jewellery that has been worn, damaged, or modified after purchase

  • Gift cards

  • Jewellery sets containing any of the above items

 

These exclusions do not affect your rights under the Australian Consumer Law if the item is faulty.

 

4. Exchanges

Approved exchanges are subject to product availability.

If the replacement item is of a higher value, the customer must pay the difference in price. 

Store credits are non-transferable, cannot be redeemed for cash, and are valid for 36 months from the date of issue.

Exchange shipping costs are the responsibility of the customer unless the original item is confirmed to be faulty or supplied in error.


5. How to Request an exchange or Store credit

Before returning any item, please contact our Customer Care team.

Email: info@gemrayjewels.com

Please include:

  • Your order number

  • Your full name

  • Contact details

  • Reason for return

  • Clear photographs if the item is damaged or faulty

 

Our team will respond with return instructions.

Returns sent without prior approval may experience delays in processing.

 

6. Return Shipping

For change of mind returns:

  • Customers are responsible for return postage costs.

  • We recommend using a tracked and insured shipping service.

  • Gemray Jewels is not responsible for items lost or damaged during return transit.

 

If the returned item is confirmed to be faulty or supplied in error, Gemray Jewels will reimburse reasonable return postage costs or provide a prepaid return label where appropriate.

 

7. Refund Processing

All returned items are subject to inspection and assessment by our Customer Care or Quality Assurance team before any exchange, store credit, repair, replacement, or refund is approved.


8. Contact Us

If you have any questions regarding this Returns & Refunds Policy, please contact us:

Gemray Jewels Pty Ltd
ACN: 697 100 726

Website: gemrayjewels.com.au

Email: info@gemrayjewels.com