At Serance Gems, we take pride in the quality of our gemstones and jewellery. This Returns & Refunds Policy is designed to be transparent and fair, while complying with the Australian Consumer Law (ACL).

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1. Change of Mind

Due to the nature of gemstones and fine jewellery, we do not offer refunds or exchanges for change of mind, including:

• Preference changes

• Size or colour expectations

• Incorrect purchase decisions

We encourage customers to review product descriptions carefully and request additional images or videos before purchasing.

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2. Faulty or Misdescribed Items (Australian Consumer Law)

Under the Australian Consumer Law, you are entitled to a refund, repair, or replacement if the item:

• Is faulty or damaged

• Is significantly different from its description

• Has a major defect

In such cases, Serance Gems will offer a repair, replacement, or refund, depending on the situation and availability.

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3. Loose Gemstones

All loose gemstones are carefully inspected and photographed prior to dispatch.
Natural gemstones may contain natural inclusions and colour variations, which are not considered faults.

Returns for loose gemstones are only accepted if:

• The gemstone is not as described

• The issue is reported within 48 hours of delivery

• The gemstone is returned in its original, unused condition

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4. Jewellery Items

For jewellery items:

• All pieces are checked for quality and workmanship before dispatch

• Minor variations in handcrafted jewellery are part of the design and not considered defects

If a jewellery item is faulty or damaged upon arrival, please notify us within 48 hours of delivery.

5. Custom & Bespoke Orders

Custom-made or bespoke jewellery (including custom designs, sizing, or personalised pieces) cannot be returned or refunded, except where required under Australian Consumer Law.

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6. Return Conditions

Approved returns must:

• Be authorised by Serance Gems prior to return

• Be returned within 7 days of approval

• Be in original condition, unused, and securely packaged

• Include all original documentation, certificates, and packaging

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7. Return Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or misdescribed

• Returned items must be shipped using a tracked and insured service

• Serance Gems is not responsible for items lost or damaged during return transit

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8. Refund Processing

Once an approved return is received and inspected:

• Refunds will be processed within 5–10 business days

• Refunds are issued using the original payment method

• Shipping fees are non-refundable unless required under law

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9. International Orders

For international orders:

• Customers are responsible for any customs duties or taxes paid

• These charges are non-refundable

• Returns must comply with the same conditions outlined above

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10. Contact Us

If you have questions about returns or believe your item is faulty or misdescribed, please contact us:

Serance Gems
📧 Email: serancegems@gmail.com