Refund policy

At FINER, we create both ready-to-ship jewellery and pieces made specifically for each client. Return, cancellation and refund options depend on the type of order, the stage it has reached, and the reason for the request.

This policy operates in addition to your rights under the Australian Consumer Law and any other mandatory consumer laws that apply to you. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded.

1. 30-Day Returns for Eligible Non-Custom Jewellery

You may request a change-of-mind return for eligible ready-to-ship or other non-custom jewellery within 30 days of delivery.

To be eligible, the item must be:

  • unworn and unused;

  • in its original condition;

  • returned with its original packaging and any tags, certificates or documents supplied with it; and

  • accompanied by proof of purchase.

Please contact us at clientcare@finerjewellery.com before sending anything back. Once your return is approved, we will provide the appropriate return instructions and return address for your order. Items sent without prior return instructions may not be accepted.

Once the returned item is received and inspected, we will confirm whether the return has been accepted and advise you of the refund.

2. Custom, Personalised, Made-to-Order and Special-Order Jewellery

Custom, bespoke, personalised, engraved, made-to-order and special-order jewellery is created or sourced specifically for your order. These pieces are not eligible for a 30-day change-of-mind return once completed.

This does not affect your rights if the jewellery is faulty, substantially different from what was agreed, or otherwise does not meet an applicable consumer guarantee.

Bespoke and Custom Orders Using a 50% Initial Deposit

For bespoke or custom orders where a 50% Initial Deposit applies, the deposit is paid before FINER begins CAD design work and other agreed order-specific work. The remaining 50% is payable once the jewellery is completed and before delivery.

Cancellation before CAD/design work or order-specific expenditure begins:
We will refund 100% of the Initial Deposit.

Cancellation after CAD/design work has begun but before CAD approval:
The refund will be the Initial Deposit less the applicable Design and CAD Fee and any reasonable, non-recoverable order-specific costs already incurred or committed. We will explain any amount deducted.

Cancellation after CAD approval, sourcing or production has begun:
The refund will be the Initial Deposit less the applicable Design and CAD Fee and any reasonable, non-recoverable costs already incurred or committed for the order. Depending on the stage reached, the refundable amount may range from the unused portion of the Initial Deposit to no remaining refund.

After the jewellery has been completed to the approved design and specifications:
No change-of-mind refund is available.

Where a custom, personalised, made-to-order or special-order item has been paid in full rather than through the 50% deposit process, the same principle applies: any permitted cancellation before completion will depend on the work completed and reasonable non-recoverable order-specific costs already incurred or committed. Once the item has been completed to the agreed specifications, it is final sale for change of mind.

3. CAD Approval, Specifications and Requested Changes

For bespoke orders, approving the CAD confirms your acceptance of the design and recorded specifications presented for approval, including where applicable the overall design, proportions, stone arrangement, metal, setting style, engraving, ring size and other agreed details.

CAD renders are enlarged digital representations. Polished metal, gemstones, reflections, surface finishes and very small handmade details may appear somewhat different in the finished physical piece.

If you request a design change after CAD approval, we may be able to pause or alter the order where production circumstances allow, but changes are not guaranteed once sourcing or production has begun. Additional CAD, manufacturing, material, stone-setting or delivery costs may apply. We will advise you of any additional cost before proceeding.

If FINER follows information that you supplied or approved, such as a ring size, engraving spelling, date, initials, dimensions or other specification, and you later decide that different information would have been preferable, this is not treated as a FINER manufacturing error. Where technically possible, we will help arrange a correction or alteration, and additional costs may apply.

4. Faulty, Damaged, Incorrect or Not-as-Agreed Jewellery

Please inspect your jewellery after delivery and contact us as soon as possible if you believe it is faulty, damaged, incorrect or materially different from what was agreed. Include your order details, a description of the issue and clear photos or video where helpful.

For apparent transit damage, please contact us within 48 hours where reasonably possible so we can investigate promptly with the carrier. This request does not limit any rights that cannot be excluded by law.

Correctable or Minor FINER Error

If FINER makes an error that can reasonably be corrected, we will correct it at no cost to you.

Depending on the issue, the appropriate remedy may include:

  • resizing;

  • repair;

  • refinishing;

  • correction;

  • replacement of a component; or

  • remaking the jewellery.

Examples may include producing a ring in a size different from the agreed recorded size, an incorrect engraving that can be corrected, a minor finishing issue, or another manufacturing or specification error that can reasonably be rectified.

Where FINER confirms that the jewellery has a problem for which we are responsible, we will arrange the return at our cost or reimburse reasonable return delivery costs actually incurred.

If a problem cannot be corrected within a reasonable time, the remedies available under applicable consumer law will apply.

Major Problem

If the jewellery has a major failure under the Australian Consumer Law, you may be entitled to choose the remedy available to you under that law, including a replacement or a refund.

Where a full refund is required for the affected piece, FINER will not deduct CAD, manufacturing, material or production costs from that statutory refund.

Ring Sizing

If FINER manufactures a ring in a size different from the size that was agreed and correctly recorded, we will correct the sizing at no charge, by resizing or remaking where appropriate.

If the ring was manufactured in the size you supplied or approved but you later determine that another size would fit better, this is not treated as a FINER manufacturing error and is not eligible for a change-of-mind refund. Any resizing will be handled under our resizing arrangements, and additional charges may apply unless we agree otherwise.

5. Client-Supplied or Heirloom Stones and Jewellery

Any stone or jewellery supplied by you remains your property.

If an order is discontinued, we will arrange for your property to be returned once any work reasonably necessary to remove or prepare it safely for return has been completed.

The return of client-owned property is separate from any refund calculation for FINER's design, materials or manufacturing work. Any monetary refund will depend on the stage of the order and the reasonable non-recoverable costs already incurred or committed, subject always to your statutory rights.

6. Stone or Material Availability

If an agreed stone or essential material becomes unavailable before FINER has secured it, we will offer reasonably comparable alternatives where possible.

If you accept an alternative, the order will continue on the revised agreed basis.

If FINER cannot supply the agreed order and you do not accept a proposed alternative, we will refund 100% of the amount you have paid for the affected order.

7. Production and Delivery Delays

Production and delivery timeframes are estimates unless FINER expressly agrees in writing that a particular date is guaranteed or essential to the order.

A reasonable unexpected delay does not automatically create a change-of-mind refund entitlement while FINER remains able to fulfil the order.

If FINER cannot supply the order within an agreed or otherwise reasonable timeframe and you become entitled to cancel under applicable consumer law, we will provide the remedy required by that law.

8. Refund Processing

Where a refund is agreed or required, we will confirm:

  • the amount paid;

  • the amount being refunded; and

  • where relevant, the basis for any permitted deduction relating to a change-of-mind cancellation.

Approved refunds will normally be returned to the original payment method.

After FINER processes the refund, your bank, card issuer or payment provider may require additional time for the funds to appear.

9. Australian Consumer Law and Other Mandatory Rights

Our change-of-mind and contractual arrangements operate in addition to the consumer guarantees and remedies provided by the Australian Consumer Law.

Where the Australian Consumer Law or another mandatory law that applies to your purchase gives you greater rights than this policy, those rights apply.

For return, refund or order concerns, contact clientcare@finerjewellery.com.