Refund policy

Refund and Returns Policy

At SkyGem & Co., we are committed to ensuring your confidence in our in-store, ready-to-ship ranges. Our policy offers a 14-day refund and a 30-day store credit return for eligible items. Please review the terms outlined below for details:

General Policy Overview

  • Inspection Requirement: Customers must inspect their items promptly upon receipt. Accepting goods will be considered confirmation that they are as ordered. If there are any discrepancies, claims must be submitted in writing within 3 days of receiving or picking up the item.
  • Processing Returns: Once we receive your returned item, our Quality Assurance team will inspect and verify its condition. Processing returns takes approximately 10 business days from receipt.
  • Refund Method: Refunds will be issued via the original payment method. Please note:
    • Banking and financial institution surcharge fees are non-refundable.
    • International Bank Wire Purchases: Refunds will be processed in AUD based on the exchange rate at the time of purchase. SkyGem & Co. is not responsible for exchange rate fluctuations or fees imposed by your financial institution.
    • For credit card refunds, allow one monthly billing cycle for the credit to appear.

Conditions for Returns

  • Returned items must be in original, unworn condition, accompanied by all original documentation.
  • Non-Returnable Items Include:
    • Items showing signs of wear, engraving, alteration, resizing, or damage.
    • Bespoke, custom-made, or previously exchanged jewelry.
    • Improperly packaged or uninsured items, which will be refused.
  • Alterations to in-process orders void complimentary resize, return, and exchange policies.

If you request a later delivery date, the return/exchange period begins when the item is first available to ship. For showroom pickups, the period begins on the first available pick-up date.

General Returns

Returns will only be accepted if:

  1. The customer qualifies under the Consumer Guarantee outlined in Australian Consumer Law.
  2. SkyGem & Co. has provided prior written authorization.

In both cases:

  • Customers must contact us before returning any items.
  • A written statement detailing the return reason and a copy of the purchase receipt must accompany the return.
  • SkyGem & Co. will not be held accountable for items altered or repaired by any jeweler other than ours.

Exclusions

The following are not eligible for returns or refunds:

  1. Deposit Payment Purchases: Items not fully paid at the time of purchase.
  2. Custom or Modified Items: Including engraved, resized, custom-made jewelry, all types of earrings, and men’s wedding rings.
  3. Specially Requested Stones: Natural diamonds, fancy-colored diamonds, and gemstones sourced at the customer’s request.
  4. Special Orders or Altered Items: Items not in stock at the time of the order or altered to fulfill an order.
  5. Discounted or Price-Matched Items: Items purchased at discounted rates or under price-matching agreements.

At SkyGem & Co., we prioritize customer satisfaction while maintaining the integrity of our products. If you have questions about this policy or need assistance with a return, please reach out to us for further clarification.