Refund policy
At SkyGem & Co., we believe in true value and stand confidently behind every piece we create, each crafted to the highest fine-jewellery standards. Unlike other retailers who incorporate return costs into their prices, we remain transparent and committed to offering genuine value. We want you to feel completely confident in your purchase, and to further reassure our customers, we proudly offer a 30-day return policy, if ever required.
Our policy is structured into three clear categories to reflect the nature of each product type, ensuring complete transparency and confidence when purchasing from us.
1. In-Store Stock & Ready-to-Ship Items
(30-Day Return)
Eligibility:
- Applies to exisiting items purchased from our showroom or listed online as “in-store stock” or “ready to ship.”
Conditions:
- The returned items must be in their original, unworn condition, accompanied by all the original documentation and tag.
- Returns must be requested within 30 days from day of purchase.
Notes:
- International orders will be refunded in AUD, based on the purchase date’s exchange rate.
- Refunds will be processed to the orginal payment method. Any banking and merchant charges will be calculated and deducted from any eligible refund
- Items purchased under discounted, promotional, or price-matched arrangements are final sale. No return or exchange will be accepted.
- ''Consignment'' items are final and strictly no return.
2. Made-to-Order Items
(30-Days Return)
Eligibility:
- Applies to items crafted based on your size, preferred metal, or gemstone/diamond choice, but within SkyGem’s standard design range with SGC SKU.
Conditions:
- The returned items must be in their original, unworn condition, accompanied by all the original documentation and tag.
- Written reason(s) to sales@skygem.com.au within 30 days of pick up or recieving the item
- If delivery is delayed at the customer’s request, the return/exchange period begins when the item is first available
- Given the nature of our competitive pricing and the dedication involved in individually crafting or sourcing each piece, all gemstones, natural diamonds, and lab-grown diamonds ordered for the creation of jewellery—as well as any gemstones or diamonds purchased individually—are subject to a restocking fee of AUD $200 or twenty percent (20%) of the total cost, whichever is greater. This fee will be applied and deducted from any eligible refund or store credit.
- All Banking services charge will be calculated and deducted from any eligible refund or store credit.
Non-Returnable Situations:
- Engraved, resized, or modification made to design .
- Taking up the Deposit option (item not paid in full at the time of purchase)
- Items purchased under discounted, promotional, or price-matched arrangements are final sale.
- Any item above the price of AUD$20,000
3. Custom-Made Items
(Non-Returnable)
Eligibility:
- Includes all custom designs, bespoke creations, personalised requests, engraved jewelry, specially sourced gemstones or diamonds
- Due to the highly individualised nature of these items, they are non-refundable and non-exchangeable once confirmed or placed into production.
Exclusions:
- If a product is proven defective, faulty, or not as described at the time of pick up.
Consumer Guarantees
SkyGem & Co. upholds all entitlements under the Australian Consumer Law.
If a product is proven defective or not as described, we will offer a repair, replacement, or refund in accordance with ACL guidelines.
Return Procedure
Before returning any item:
- Contact us with a written explanation and a copy of your purchase receipt.
- Ensure all items are securely packaged and fully insured.
Important Notice: Once a return has been approved, the item must be shipped or dropped off to us within 7 days from the date of approval. Uninsured or improperly packaged returns will be refused.
If you have questions about this policy or need assistance with your return, please contact us:
📧 Sales@skygem.com.au
📞 (03) 9650 5190
🏠 Shop 46 Royal Arcade, 335 Bourke Street, Melbourne 3000