Refund, Returns and Exchanges
Our Commitment
At Stones Diamonds, your complete satisfaction is not just a policy — it is the foundation of everything we do. For over 55 years and across three generations of the Stone family, we have built our reputation on trust, personal service, and a genuine commitment to ensuring every client leaves with exactly what they want.
We understand that purchasing fine jewellery is a significant and meaningful decision. We also understand that sometimes a piece may not be quite right — the fit, the style, or the occasion may have changed. When that happens, we want you to feel confident that we are here to help, without fuss and without judgement.
It is genuinely in our best interest to ensure you have exactly the right piece. A client who loves what they own is a client who returns, and who tells others. That is how a family business earns its reputation — and how we intend to keep it.
Returns and Exchanges
The 30-Day Window
Stones Diamonds accepts returns and exchanges on eligible pieces within 30 days of the receipt date — that is, the date the piece was collected in-store or delivered to you.
We are flexible and always willing to have a conversation. If your circumstances are unusual or you have a genuine concern outside this window, please contact us and we will do our best to assist. Our goal is never to make a difficult situation harder.
Exchanges
We actively encourage exchanges. If the piece you have selected is not quite right — the size, the style, the metal colour, the stone — we would love the opportunity to find you something that is. Our exchange process is straightforward:
The value of your original purchase is applied in full toward the replacement piece. If the new piece is of greater value, you pay only the difference. If it is of lesser value, a credit or refund for the difference will be arranged. There are no exchange fees or administration charges.
Refunds
Where a suitable exchange cannot be found and a refund is the right outcome, we will process a refund to the original payment method. Refunds are processed within 5–10 business days of the returned piece being received and assessed. Please see the Refund Processing section below for full details.
Custom and Bespoke Pieces
Pieces that have been custom-designed, commissioned, or altered specifically for you — including custom engagement rings, bespoke commissions, and pieces that have been resized or modified — are made with your unique specifications and cannot be returned or refunded.
This is not a commercial decision — it is a practical one. A custom piece is made for you alone, to your exact brief, and cannot be resold or repurposed. We invest significant time, craft, and materials in each commission.
Condition Requirements
To be eligible for return or exchange, pieces must meet the following conditions at the time of return:
• Unworn and unused — the piece must show no signs of having been worn, including no marks, scratches, or alterations to the metal or stones
• In original, excellent condition — the piece must be returned exactly as it was presented to you at the time of purchase
• With original packaging — all original boxes, pouches, certificates, and documentation must be included
• With proof of purchase — your original receipt or order confirmation is required
• Free of any resizing, engraving, or modification — pieces that have been altered after purchase are not eligible for return
We inspect all returned pieces carefully. If a piece does not meet these conditions, we will contact you to discuss the situation before making any decision. We will never simply reject a return without a conversation.
How to Initiate a Return or Exchange
The process is simple and personal — just like everything we do.
1 Contact us first — call us on 07 3221 3242, email us : [email protected] , or visit us in-store at Shop 16, Brisbane Arcade. Let us know you would like to arrange a return or exchange, and we will guide you through the process personally.
2 Tell us what you need — whether you are looking for an exchange, a credit, or a refund, tell us what outcome would work best for you. We will do our best to accommodate it.
3 Bring or send the piece — pieces can be returned in-store (preferred) or posted to us via registered, insured post. We strongly recommend insured registered post for any postal returns. Stones Diamonds accepts no liability for pieces lost or damaged in transit.
4 We assess and confirm — we will inspect the piece upon receipt and confirm eligibility. In most cases, this is a straightforward process and we will contact you within 2 business days of receiving the piece.
5 We resolve it — whether that is an exchange, a store credit, or a refund, we will action it promptly and keep you informed at every step.