Refund policy

If you have a change of heart within 14 days of purchasing your item from Stone River Gems please contact us at hello@stonerivergems.com and we'll provide instructions.

Step-by-step instructions:

1. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. Proof of purchase is required (for example, your receipt, order confirmation, or a bank/credit card statement).
2. You are responsible for arranging to have the item(s) returned to Stone River Gems and for any costs incurred. See exclusions below.
   
3. Please email your shipping confirmation email or order confirmation email to hello@stonerivergems.com.
   
4. The return shipping address will be provided once your return is approved.
   
5. Packaging: Use neutral, unbranded outer packaging, and double-box with sufficient internal cushioning. Do not mark the parcel as “jewellery” or show brand/value on the outside.
   
6. Delivery & proof: Return parcels must be sent with a signature on delivery (no Authority to Leave). Keep your receipt and tracking number until your refund or exchange is completed. We cannot offer refunds on items that cannot be confirmed to have reached us. You will be notified by email once your return has been received and processed.
   
7. Insurance: You are responsible for the item until it is safely delivered back to us. We strongly recommend insuring your return to protect against loss or damage in transit.

Return shipping via DHL Express (optional service, recommended*)

If your return is approved, we can organise a DHL Express return on your behalf. The cost of return shipping and insurance will be charged to you at our carrier rate.*

1. Who pays: The customer is responsible for all return shipping and insurance costs.
2. How it works: Once your return is approved, we will provide either a DHL return label or instructions to create one, and confirm the return shipping address.
3. Drop-off/pick-up: You may arrange a DHL courier pick-up or drop off at an authorised DHL ServicePoint (photo ID may be required; receiver name must match the order).

For assistance with a DHL Express return, contact us at hello@stonerivergems.com.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions / non-returnable items

In accordance with Australian law, the following items cannot be returned for change of mind:

1. Pieces from our Lightning Ridge Opal Collection
   
2. Loose gemstones
   
3. Earrings (for hygiene reasons)
4. Sale items
5. Custom orders (including jewellery that has been created, resized, or adjusted to your specifications)

Custom orders are made specifically for you and involve significant production costs. As such, all custom order sales are final once paid and production has commenced.

These exclusions apply only to change-of-mind returns and do not affect your rights under the Australian Consumer Law if the item is faulty or not as described.

Faulty Items

In the unlikely event that your item has a manufacturing defect or differs from the piece you ordered, we will repair it free of charge or issue a full refund. Stone River Gems will cover all return shipping and any reasonable return costs once the problem is confirmed. Please contact us as soon as you become aware of the issue.

What counts as “faulty” under the ACL is assessed against acceptable quality and fit for purpose, considering the nature of the goods and any information provided at purchase.

If the problem is a major failure, you can choose a refund or replacement. If the problem is minor, we will repair it within a reasonable time; if that’s not possible, we will offer a refund or replacement. If a refund is provided under the ACL, we will also refund the original delivery charges you paid and reimburse reasonable return postage/courier costs.

Gemstone Care, Accidental Damage & Wear

Certain gemstones in our collection are naturally more delicate and require extra care. This includes opal, zircon, topaz (due to natural cleavage), peridot, and some garnets. Gemstones in the quartz family (amethyst, citrine, quartz) and sapphires are generally more hard-wearing, but any gemstone can scratch, chip or fracture if impacted or exposed to harsh conditions.

1. Accidental damage or abnormal use (for example: impact, dropping, striking against a hard surface, crushing, or similar incidents) is not a manufacturing fault and is not covered as a “faulty item” under the ACL. We’re happy to assess and provide a paid repair quote where feasible.
   
2. Normal wear and tear (including micro-scratches, minor abrasions, or surface marks developed over time) is not a defect.
   
3. If a stone is lost or damaged due to a defect in the setting or workmanship (for example, a prong failure not caused by impact), that is a faulty-goods issue and we will remedy it in line with the Australian Consumer Law (ACL).

Important: Damage caused by third-party cleaning, resizing or repair is not a manufacturing fault and isn’t covered as a “faulty item” under the ACL. We’re happy to assess and provide a paid repair quote where feasible.

Care tips (quick guide):

• Remove jewellery for sport, manual tasks and sleep.
  
• Avoid impacts (knocking, dropping) and sudden temperature changes.
  
• Keep away from harsh chemicals and cleaning agents.
  
• Do not use ultrasonic cleaners, especially for opal, peridot, zircon and topaz.
  
• Store pieces separately (soft pouches or individual compartments).
  
• Schedule periodic setting checks and professional cleaning.

Shipping Related Damage:

If damage occurs in transit, this is covered by your shipping insurance (DHL within Australia; Secursus for international). Please notify us within the stated claim windows and keep all packaging for assessment. We will file insurer claims on your behalf. (DHL Money-Back Guarantee claims must be lodged within 14 days of shipment for late delivery; DHL loss/damage claims must be lodged within 30 days. Secursus: 3 days for damage after delivery, 7 days for loss after expected delivery, and 14 days from pickup to submit a claim.)

Finalising a Refund

Once we’ve received and inspected your return, we’ll let you know whether the refund has been approved. If approved, your refund will be processed automatically to your original payment method.

For Australian purchases, refunds include any GST originally paid on the item.
Refunds generally appear in your account within 72 business hours of processing, though it may take up to two billing cycles for credit card statements to update.

We aim to process all refunds within 10 business days of receiving your return at the specified delivery address.

Duties & Taxes on Returns (DDP orders — United States & New Zealand)

For DDP shipments, import duties/taxes are collected at checkout and remitted during customs clearance. If your order is returned after customs clearance, these amounts are not automatically refundable. Where permitted by law (for example, US duty drawback or NZ Customs refunds/drawbacks), a refund may be possible after the goods are re-exported and the relevant authority approves a refund. If a refund is issued to us, we will pass any recovered amount through to you, net of any applicable brokerage/filing fees. Timing and eligibility are determined by customs authorities and can take several weeks to months.

If the shipment is recalled prior to customs clearance, duties/taxes are generally not assessed and therefore not charged. We’ll refund the product price in line with our returns policy once the goods are received back in original condition.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement, repair, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality and the failure does not amount to a major failure.