Refund policy

Returns & Exchange Policy

 

Engagement, Wedding, and Eternity Rings
Rings purchased from our ready-to-wear collection may be returned within 14 days of purchase. To be eligible, items must remain unused, unworn, and returned in their original packaging along with the receipt, diamond certificates, and any accompanying documentation.
Returns within this period will be eligible for an exchange or store credit for the item’s value, minus a $100 restocking fee.

 

Custom and Altered Pieces
Any jewellery that has been custom-made, resized, engraved, redesigned, or altered in any way is non-returnable and non-refundable. These pieces are created specifically for you and cannot be resold or repurposed. This includes our "start with a ring" range. 

 

Diamond Vault does not mass-produce. Once your order is placed our in-house jewellers begin working on crafting your piece.

These are still covered under our lifetime manufacturing warranty.

 

Change of Mind
Items purchased from Diamond Vault's online store may be returned within 14 days of the date of purchase While we are not legally obligated to provide refunds for change-of-mind purchases, we choose to go above and beyond for our customers. For all eligible items (excluding those listed above), we offer a 14-day money-back guarantee.

 

The following items are ineligible under our Change of Mind Policy: 

Any and all Sale items. All “sale item” sales, are full and final. 

Rings designed with our ring builder are considered a custom design and fall outside of our 14 days exchange/refund policy.

 

After the Return Period
We are committed to ensuring the quality and safety of every piece. If your jewellery:

* Has a manufacturing fault or is unsafe,

* Does not match the description or sample,

* Fails to perform as promised,

We will work with you to find the best resolution.

 

For items with a major problem, we will offer a refund, exchange, or remake.
For items with a minor issue, we will repair the piece within a reasonable time, or provide an exchange or refund if a repair is not possible.

 

All returns must be sent back in “as new” condition, in their original packaging, and accompanied by a receipt. Items that show signs of wear or use will not be accepted.

 

ORDERING A LAB OR NATURAL DIAMOND

At Diamond Vault each diamond is carefully sourced, individually selected, and prepared specifically for your order. Due to the unique nature and high value of these items, we do not offer refunds, returns, or exchanges on any diamond purchased online.

 

At Diamond Vault, every diamond is carefully inspected to meet our exceptional standards before any order is confirmed. We take great pride in ensuring that each diamond is of the highest quality, matching both its certification and our in-house grading expectations.

Before your order is placed, our team personally reviews every detail. If we notice anything that requires your attention — such as diamond characteristics, sizing, or setting details — we will contact you directly to discuss it prior to finalising your order. This ensures complete transparency and confidence in your purchase.

Once an order is confirmed and payment has been processed, the sale is considered final. This policy applies to all loose diamonds, diamond engagement rings, and custom-made or made-to-order diamond jewellery purchased through our online store.

Please ensure you review all product details, specifications, and certifications carefully before completing your purchase. Our team is always available to assist with additional photos, diamond videos, and professional advice prior to purchase to help you make a fully informed decision.

 

Return Address:
DV
2/445 Oxley Drive 
Runaway Bay  QLD  4216

For full details on your consumer rights, please visit www.consumerlaw.gov.au.