Refund Policy
At Empress Diamonds, we strive to ensure your complete satisfaction with every purchase. Please review our refund policy carefully before making a purchase.
Custom Designs and Sale Items
We regret to inform you that we do not offer refunds or exchanges on custom-designed jewellery or sale items. Custom-designed pieces are created specifically for you and cannot be resold. Additionally, sale items are sold at a discounted price and are considered final sale.
Deposit Policy
To initiate the custom design process, a non-refundable deposit is required. This deposit covers the initial design consultation, materials procurement, and design development stages. Once the design is finalized and work has commenced, the deposit becomes non-refundable.
Cancellation Policy
In the event that you wish to cancel a custom design project after work has commenced, the deposit will be retained by Empress Diamonds to cover the costs associated with design development and materials procurement.
Manufacturing Defaults
In the rare event that your jewellery is received with a manufacturing defect, we will gladly offer a refund or exchange. Manufacturing defects include issues such as missing gemstones, loose settings, or structural flaws. Please contact our customer service team within 30 days of receiving your order to report any manufacturing defects.
Change of Mind
Refunds or exchanges will not be issued for change of mind or personal preference. We encourage you to take your time and consider your purchase carefully before completing your order. If you have any questions or concerns about a product, please don’t hesitate to contact us for assistance.
Refund Process
If you believe you are eligible for a refund due to a manufacturing defect, please contact our customer service team atinfo@empressdiamonds.com.au. We will provide you with further instructions on how to return the item for inspection. Once the defect is confirmed, we will process your refund within 7 days to the original payment method used for the purchase.
Contact Us
If you have any questions or require further assistance regarding our refund policy, please don’t hesitate to contact our customer service team at info@empressdiamonds.com.au. We are here to help and ensure your shopping experience with Empress Diamonds is nothing short of exceptional.
