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Refunds Policy

Refunds Policy


Solid Gold Diamonds do not give refunds if you simply change your mind or make an incorrect selection. Solid Gold Diamonds will not exchange items that have been resized, altered or engraved. Solid Gold Diamonds will not refund special orders and special commissions. Solid Gold Diamonds will provide a refund where the goods are deemed to be faulty after assessment by the Solid Gold Diamonds workshop, are not fit for purpose or do not match our description or sample. Items damaged by client "wear and tear" are non-refundable. Deposits made on special orders and special commissions are non-refundable.

All transactions are processed in Australian dollars

All refund claims must be made within 14 days of purchase and must be accompanied with proof of purchase. All refunds are subject to the approval of Solid Gold Diamonds Management. Solid Gold Diamonds Management will advise you within 7 business days of receiving the item.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. Solid Gold Diamonds will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective. Solid Gold Diamonds Quality Assurance will advise you within 7 business days of receiving the item.

A refund will be made to the purchaser, upon request, only if payment has been received by Solid Gold Diamonds. Gift recipients are entitled to an exchange or a non-refundable merchandise credit. To return or exchange your gift selection, please contact a team representative at concierge@solidgold.com.au to initiate a return. You'll need to provide your customer number, contact details and reason for return.

Items should be returned in their original product packaging, in new saleable condition and with all paperwork (such as diamond certificates, valuations and/or care guide booklets). Include a copy of your shipping confirmation email or order confirmation email in the package.

Ship the return package to:

Solid Gold Diamonds
Level 1, 88 William Street
PERTH WA 6000
Western Australia

All shipping return charges must be pre-paid. We cannot accept C.O.D deliveries. We require that returned items are insured during delivery (such as Australia Post "Extra Cover") to safeguard against loss. Solid Gold Diamonds does not accept any responsibility for the returned item, until the item has been received by an authorised Solid Gold Diamonds representative at the above address only and after you have received notification of the successful delivery.

Alternatively you can return the item to either of our retail locations within Western Australia or South Australia. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.

If you have any questions, please contact a team representative via email at concierge@solidgold.com.au . A representative will be available to reply within 24 hours Monday-Friday between the hours 9.00am to 5.30pm AWST.

Credit or Eftpos purchases will receive credit to the original cardholder's account. All other refunds will be in the form of a company cheque and will be posted within 7 days of the refund being approved.

Solid Gold Diamonds do not take responsibility for any jewellery that has been altered outside our premises by a third party; such items cannot be returned for a refund or exchange.

Exchanges
Solid Gold Diamonds will exchange items within 14 days of final payment if returned in unused and unworn condition. Items must be in original packaging and be accompanied by original receipt, valuation, and diamond certificate where applicable. Solid Gold Diamonds will not exchange special orders and special commissions. Solid Gold Diamonds will not exchange items that have been resized, altered or engraved.

An item which is deemed to be exchangeable may be exchanged for another item of equal value. Solid Gold Diamonds will provide a credit note valid for 3 months for the difference if the item is exchanged for an item of lower value. At the conclusion of 3 months the credit note will be void.

Payment for Purchase
Payments can be made via the following methods:

Cash
Bank Cheque
Eftpos
Credit Card
Direct Bank Deposit
All transactions are processed in Australian dollars

Please allow for direct deposit and bank cheque payments to clear before collecting goods. Goods will only be released once funds are cleared into the Solid Gold Diamonds account.

Sizings and Alterations
Clients are responsible for ensuring that the item selected is the correct size at the time of purchase. Rings over $1,000 can be resized once at no charge at the time of purchase or within thirty days from the date of sale. Subject to the individual designs, most rings can be altered up to three sizes +/-. Proof of purchase must be presented. Patterned, intricate or full circle diamond rings that cannot be resized and will have to recreated. Individual charges will apply. Clients are advised to consult with a team representative at concierge@solidgold.com.au for further information.