Last updated: 23 October 2026
This policy explains how returns work for pieces you buy online from us. Change-of-mind returns apply to pieces sold as in stock (ready-made), as shown on the product page. Nothing in this policy limits your rights under the Australian Consumer Law or any other consumer law that applies to you.
30-day returns on in-stock pieces
- You have 30 days from the day your order is delivered to request a return of a piece sold as in stock (ready-made) that you bought online from us, whether on ministryofgems.com.au or through another online channel where you check out with us, such as the Shop app.
- To request a return, email sales@ministryofgems.com.au with your order number before you send anything. Once your return is approved, we will send you written return instructions, the address to send to and a return authorisation reference.
- Please post a change-of-mind return to us within 14 days of our approval. After that, the approval lapses and we cannot accept the return.
- Change-of-mind parcels sent without a return authorisation cannot be accepted.
Condition of returns
Your piece must come back exactly as you received it:
- unworn and unaltered: not resized, engraved, re-set, polished or repaired;
- for a loose gemstone, unset and unaltered;
- with all of its original packaging, tags and cards, any laboratory report, valuation or other document supplied with it, and proof of purchase.
We inspect every return when it arrives, and our gemmologist checks that the gemstone is the one we supplied. If a change-of-mind return does not meet these conditions, we will not accept it and will send the piece back to you at your expense.
What cannot be returned for a change of mind
- Bespoke, custom and made-to-order pieces, including remodels made to your design. The product page tells you when a piece is made to order and covered by our Refund policy rather than 30-day change-of-mind returns.
- Gemstones sourced at your request.
- Pieces resized, engraved or otherwise altered at your request after your order is placed.
- Gift cards.
A ring sold as in stock can be returned for a change of mind under this policy even if we make it in the size you chose when ordering, as long as it meets every other condition above.
Return postage
- For a change-of-mind return, you pay all costs of sending the piece back to us. For a return sent from outside Australia, this includes any duties, taxes, customs clearance or brokerage charges on its arrival; if we are charged any of these, we will deduct them from your refund.
- Send every return fully insured and tracked, with a signature required on delivery. A change-of-mind return remains your responsibility until it reaches us.
Your refund
- Once we have received and inspected your return, we will email you to confirm the outcome.
- An approved refund goes back to your original payment method within 10 business days of our receiving your return. For a change-of-mind return, the refund is the price you paid for the piece.
- On a change-of-mind return, delivery charges, and any duties or taxes paid on an international order, are not refunded.
Faulty, damaged or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if anything is faulty, damaged or not what you ordered. None of the change-of-mind terms above apply to these items, including the 30-day window, the condition rules, the list of pieces that cannot be returned, and the postage and refund deductions. We may ask for proof of purchase. Please contact us before you send anything, and we will tell you how to send the piece to us. We will put it right as the Australian Consumer Law requires, and we will reimburse your reasonable return postage where that law entitles you to it.
Our goods 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 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.
Showroom, invoice and lay-by purchases
Pieces bought in person at our Pitt Street showroom, on lay-by, or ordered through our team (including bespoke commissions, even when paid through a payment link we send you) are covered by the terms on your invoice or written agreement instead of this policy. Orders you place yourself through our online checkout are covered by this policy. Your rights under the Australian Consumer Law apply to every purchase.
Questions
Email sales@ministryofgems.com.au or call +61 494 924 659. This Returns policy forms part of our Refund policy and sets out in full how returns work; if the two differ, this Returns policy applies. See also our Shipping policy and Terms of service.