Refund policy

Returns and refund

By using this site, you are agreeing to the terms of this Returns and Refund policy.

We reserve the right to modify our Returns and Refund policy as our business needs require.

We will post such changes on our site, after which, your continued use of the site shall be deemed to be your agreement to the modified terms.

If any goods are faulty we will meet our statutory obligations to provide a remedy, however We are not required to provide a refund or replacement if you change your mind, purchase the wrong size or color. But you can choose a refund or exchange if an item has a major problem.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase—e.g. your receipt. 

 

NON-RETURNABLE ITEMS

Some things we just can't take back:

  • Items which have been abused, modified or clearly worn
  • The item was purchased outside of our 15-day return period
  • Special orders made to customer specifications
  • Products modified as per customer requests
  • Any products that have been engraved for a customer
  • Damage due to ordinary wear and tear,
  • Damage due to misuse, accident, alteration, substitution or abuse,
  • Resizing, Repairs and Alterations performed by someone other than Rowe Design Gold & Silversmith,
  • Theft, disappearance or loss (including loss of gem stones), and
  • Any type of use causing damage or deterioration.
  • Rowe Design Gold & Silversmith reserves the right to judge whether the jewellery has been subject to any of the above-mentioned exclusions.
  • White gold and some silver jewellery are Rhodium plated to enhance their appearance. This plating is not permanent and can wear off during normal wear and tear, therefore Rhodium plating is excluded from our Standard Guarantee due to wear and tear.

How to return your item

Return to our store

Take your item(s) along with a copy of your Tax Invoice. The team will work with you to find a solution.

Return via mail

Please email info@rowedesign.com.au for instructions.

The product must be shipped back with a tracking number and fully insured. Our return shipping address is within Australia. If the parcel isn’t sent with a tracking number and is lost / uninsured, we obviously cannot refund the purchase.

We trust you, but our Jeweler will still need to inspect the item upon receipt just to make sure before we issue a refund or exchange. Of course, if the item falls into any of the above categories, we won't be able to offer you that refund or exchange and we will have to return it to you.

To complete your return, we require a receipt or proof of purchase. 

We must receive your returned item(s) within 15 days of the original shipping date. If we receive your item after 15 days of the date of shipping, we may refuse the return and ship it back to you at your expense.

Also, any 'Free Gifts' we may have sent you with your purchase will need to be returned if you would like a refund for your item. If the product is shipped to us without the Free Gift, then we won't be able to issue you a refund.

Refunds (if applicable) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted.  Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@rowedesign.com.au. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@rowedesign.com.

All Diamond Jewellery purchased that came with a GIA Certificate or any other Diamond Certificate must be returned as these Certificates as they cannot be replaced or reprinted. We cannot give you a refund if we don’t receive these Certificates back.

Ring Resizing

Should a purchased ring require resizing, please contact info@rowedesign.com.au for instructions. Customers will be responsible for all postage and redelivery charges for resizing. Resizing fees will apply which is quoted on a case by case basis depending on the ring and the ring size. Please note once ring has been resized no refund or return is accepted. If you are returning a ring for resize, please ensure the new size is included and has been accurately measured.

We will let you know once we have received your piece, to give you an indication of any cost involved, and expected timeframe.

Return address:

PO Box 4735

Cairns, QLD, 4870