Refund policy

Returns & Refunds Policy

Metal & Stone Jewellers Last updated: April 2026

Our Policy at a Glance

We do not offer refunds or exchanges for change of mind on any purchase. However, we do accept returns and provide refunds for loose gemstones under the conditions set out below.

Your rights under the Australian Consumer Law are not affected by this policy. If a product has a major fault or does not match its description, you are entitled to a remedy regardless of our store policy.

Change of Mind

We do not accept returns or provide refunds where you have simply changed your mind, ordered the wrong item, or no longer want the product. Please choose carefully before purchasing.

Returns for Loose Gemstones

We accept returns and provide refunds for loose gemstones in the following circumstances:

The gemstone is significantly not as described
The gemstone arrives damaged or with a defect not disclosed at the time of sale
The gemstone does not match the specifications listed in your order

To be eligible for a return:

You must notify us within 7 days of receiving the gemstone by emailing info@metalandstone.com.au with your order number and a description of the issue
The gemstone must be returned in its original condition and packaging, unused and unaltered.

Return postage is at your expense. We recommend using a tracked and insured service, as we are not responsible for items lost or damaged in transit on return

Once we receive and inspect the returned gemstone, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 7 business days.

Custom and Bespoke Jewellery

Custom-made and bespoke jewellery pieces are made to your individual specifications. These items are not eligible for return or refund unless they are faulty or do not match the agreed design brief.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product fails to meet a consumer guarantee (for example, it is not of acceptable quality or does not match its description), you are entitled to a remedy. For a major failure, you may choose a refund, replacement, or repair. For a minor failure, we may offer a repair or replacement.

If you believe your purchase has a fault covered by the Australian Consumer Law, please contact us at:

Metal & Stone Jewellers

info@metalandstone.com.au

08 85363653

www.metalandstone.com.au

This policy applies to purchases made through our online store. For in-store purchases, please speak with our team directly.