Refund policy
If our available appointments don't suit you, please contact us on hello@diamondrensu.com.au with a requested date & time. Walk-ins are also very welcome.
Our commitment to your satisfaction ensures hassle-free returns and refunds when you purchase from Diamondrensu Australia's online store diamondrensu.com.au
The returns policy allows you to request a refund within 30 days from the date of delivery. Note that after 30 days, we are unable to offer a refund or exchange, except in the case of defective or damaged goods.
Only one return per order is permitted.
30 Day Returns
Eligibility for Return:
To be eligible for a return, the item must be
unused, unworn and in the same condition as received
include original packaging
include any relevant diamond certificate/s
Please email us at hello@diamondrensu.com.au about a return for a refund before 30 days post-delivery.
Refund Process
Once we receive and inspect your return, we will notify you via email about the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a specific timeframe. Please allow 7-10 business days for your refund payment.
Items Ineligible for Refunds:
Custom or Personalised Items:
Refunds do not apply to custom-made or modified items or personalised jewellery such as initial pendants. We guide you through a comprehensive approval process before shipping your custom item to ensure your complete satisfaction with the design. Any changes to custom or modified items after receiving the item will attract labour or remake fees.
Engraved Items:
Refunds or exchanges do not apply to items that have been engraved.
Earrings:
Please note that for hygiene reasons, we are unable to accept returns or exchanges on pierced earrings unless they are faulty. This policy is in place to protect the health and safety of all our customers.
Exchanges for Defective or Damaged Items:
In the rare case of defective or damaged items, we will replace your order. To request an replacement, please contact us via email at hello@diamondrensu.com.au and proceed to send the item to the designated address.
Cancellations for Custom Orders:
If you change your mind about a custom or modified order, please message us within 48 hours of placing the order. For cancellations requested after 48 hours, a cancellation fee of 15% of the total order amount will be charged.
If an order has already been dispatched, please refer to our refund policy.
Payment Plan, Unpaid Balance & Collection Policy
At Diamondrensu Australia, many of our pieces are custom-made to order, offering an affordable way to create meaningful jewellery. To ensure fairness to both our customers and our business, the following policy applies to all payment plan and unpaid balance orders.
1. Payment Plans & Final Balance
Payment plans require an agreed deposit before production begins.
The remaining balance must be paid in full before the item can be collected or shipped.
Once the final balance is paid, the order will be prepared for collection or dispatch.
2. Ready for Pickup Notification
The return and collection timeframes begin from the date we notify you (via email or SMS) that your item is ready for pickup or dispatch.
This notification serves as formal confirmation that your order is complete and available.
3. Collection Timeframe for Unpaid Orders
If the final balance has not been paid once the item is ready:
We will securely hold the item for 60 days from the date of notification.
During this period, reminders will be sent encouraging completion of payment.
Storage during this time is provided at no cost.
4. Failure to Complete Payment or Collect
If the balance remains unpaid after 60 days from notification:
The order will be considered abandoned.
The deposit will be forfeited to cover production, materials, labour, and administrative costs.
Diamondrensu reserves the right to resell, remake, or dismantle the item.
No further claim to the item can be made once it is deemed abandoned.
This is consistent with Australian Consumer Law, as the item is custom-made and cannot reasonably be resold in its original form without loss.
5. Return Policy Start Date
For all eligible returns, the return period begins on the date you are notified that your item is ready for pickup or dispatch, not the date of collection.
This ensures fairness and consistency across in-store and made-to-order purchases.
Return eligibility and exclusions (including custom-made jewellery) are outlined in full elsewhere on this page.
6. Australian Consumer Law (ACL)
This policy does not limit your rights under Australian Consumer Law.
Customers are entitled to remedies for items that are faulty, not as described, or not fit for purpose.
Change-of-mind returns do not apply to custom-made or personalised jewellery, as permitted under ACL.
7. Need More Time?
We understand that circumstances change. If you require additional time to complete payment or collect your item, please contact us before the 60-day period ends, and we will do our best to assist where possible.
Returns Shipping Instructions:
Prior to returning your product, please contact us at hello@diamondrensu.com.au. Customers will be required to pre-pay the return shipping. For items exceeding $200, it is advisable to opt for a trackable and insured shipping service. We are not responsible for any lost returns sent by customers.
Comparative Purchasing
Comparative purchasing is purchasing multiple products with the intent of keeping one and returning the remainder. To maintain the high quality of our pieces and keep our prices competitive, comparative purchasing is not allowed. If we suspect an order is comparative, it may be blocked from shipping or returning.
Ring Resize Policy
Rush Fees & Express Shipping Fees
Rush fees are non-refundable once production has begun which is usually within 24 hours of placing your order. Express shipping fees are not refundable once an item has left our workshop in India.
Free Gift with Purchase Policy
Orders over $1,500 may qualify for a complimentary gift as part of a promotion. If items from such an order are returned — in full or in part — and the revised total falls below the promotional threshold, Diamondrensu Australia reserves the right to deduct the retail value of the free gift from the refund amount, unless the gift is also returned in unused and original condition. If the free gift is not returned and the qualifying spend is no longer met, the value of the gift will be considered part of the purchase and deducted from the total refund accordingly.
Please note: Complimentary earring gifts are final and cannot be returned due to hygiene reasons. If your return causes the order to fall below the qualifying amount, the retail value of the earrings will automatically be deducted from your refund.