Refund Exchange Policy

Refund Exchange Policy

Your Satisfaction, Our Priority: Check out our straightforward Refund & Exchange Policy.

The Terms below relate to the refund of any monetary amounts exchanged for a product or products purchased from Premium Jewels, whether through the Premium Jewels website, by phone, through email, or in person through the Premium Jewels outlet.
For Terms & Conditions relating to the returns & exchanges, please review the Return Policy & the Product Exchange Policy. 
This Refund Policy applies to all Customers & transactions

Does Premium Jewels offer refunds?

Premium Jewels may, at its discretion, choose to offer a Customer a refund under a variety of circumstances. There are specifics to the Premium Jewels refund policy so please read on for specifics below.

Under which circumstances am I able to get a refund?

A Customer may be entitled to a refund under the following circumstances:
  • Purchased the wrong product, or;
  • Purchased a product that is unsuitable for their needs, or;
  • Change of mind.
  • Engraved or bespoke jewellry
In all the above scenarios, the product must be returned:
  • Unused, and;
  • Undamaged, and;
  • Clean, and;
  • Within 30 days of the date the product was purchased. 

More than 30 days have passed since I purchased my product. Can I still request a refund?

Premium Jewels will not issue refunds for any product that was purchased more than 30 days prior to the refund request.

Do I have to return my purchase to get a refund?

In the event a Customer requests a refund for a product, that product must be returned to the Premium Jewels head office and inspected by an Premium Jewels technician before a refund can be issued. No refunds shall be issued without the products being returned by the Customer to Premium Jewels first, and inspected by an Premium Jewels technician.The Premium Jewels head office is located at Australia

Can I get a refund for a product I’ve already used? 

Premium Jewels is unable to issue refunds for any products that have been used in any way.
Customers are advised to adequately research their desired products by leveraging the Premium Jewels support team, blog posts, to educate themselves on the available options & product suitability before committing to a purchase.

I’ve returned my product. What happens next?

Once a customer’s return is received and inspected, Premium Jewels will send the Customer an email to notify them that Premium Jewels has received your returned item. Premium Jewels will also notify the customer of the approval or rejection of their refund.
Receipt of the returned item at the Premium Jewels headquarters does not constitute any confirmation that a refund will be issued.

I’ve returned my product. Can my refund still be denied?

Premium Jewels reserves the right to refuse to refund a product that does not meet the criteria outlined in our Return Policy. This includes products that have been used, not returned in their intact, original packaging, or products that have been damaged or broken since being received by the Customer.

My refund has been approved. How long before my money is returned to me?

If a Customer’s refund is approved, then the refund will be processed, and a credit will automatically be applied to the customer’s credit card or original method of payment, usually within 3 – 5 business days. 

My refund request has been rejected. What can I do now?

In the event that Premium Jewels elects to deny a Customer’s refund due to the returned product not meeting the criteria for a refund, the Customer may have the product returned to them at their own expense.

Are there any deductions from my refund?

If a Customer’s refund request is approved, the Customer must pay all associated costs and fees including, but not limited to: all shipping costs, merchant & transaction fees, bank fees, etc, that are incurred by Premium Jewels.
The original shipping cost incurred by Premium Jewels to ship the item(s) to the Customer in the first place will also be deducted from the total refund amount.
Premium Jewels will inform the Customer of the total amount of deductions to be made from any issued refund before the Customer initiates the product return.
These fees will be deducted from the total refund amount and usually vary taking into consideration what jewellry has been purchased. 

How long will my refund take? 

Once a refund is processed, it can take up to 5 business days to arrive in the Customer’s bank account, but factors such as public holidays, weekends, illness (whether at Premium Jewels or merchant providers) can lead to delays in the processing time of the refund.
Once a refund is issued, there is nothing Premium Jewels can do to speed up the time it takes for that refund to reach the Customer.

My refund is late. What can I do?

If a Customer hasn’t received their refund yet, the Customer should first check their bank account again. If the refund is not there, contact the credit card company. It may take some time before your refund is officially posted. If the refund has still not been processed, contact the bank. There is often some processing time before a refund is posted. 
If a Customer has done all of this and still has not received their refund yet, please contact Premium Jewels at  info@premiumjewels.com.au

Can I choose where I receive my refund payment?

A refund payment can only be made back to the payment method that was used to make the purchase. 

My product has shipped with, or developed, a manufacturing defect. Am I entitled to a refund?

Ordinarily, a refund is not issued in the event of a manufacturing defect. In the event that a product purchased fromPremium Jewels has a manufacturing defect, or develops a manufacturing defect with 30 days of being purchased, the Customer shall have the option of returning the product in exchange for a new version of the same product, or returning the product to be repaired under warranty, at which point, that product shall be returned to the Customer.
For more information on the Premium Jewels Warranty policy, click here

I only want to return part of my order. Will I receive a full refund for the whole order?

If the Customer chooses to only return part of their order, then any refund issued will be limited to the price for which each returned product was purchased, minus any deductions listed in the Returns Policy. 

I received a free item with my order. Can I get a refund for that portion of my order?

Premium Jewels does not offer any sort of refund for items that were given away for free, or with a $0 cost even if those products are returned.

Can I dispute the decision of my refund?

The decision of Premium Jewels regarding refunds is final. 

My refund was rejected. Can I do a chargeback instead?

A bank or credit card chargeback of any nature is treated as a theft from Premium Jewels , and will be referred to local authorities.

How do I arrange a refund?

A Customer can initiate a product return by contacting Premium Jewels support on  info@premiumjewels.com.au

I have questions about the Refund Policy. Who can I contact?

Any questions about the Refund Policy can be directed to  info@premiumjewels.com.au

Premium Jewels Exchange Policy

The Terms below relate to the exchange of one product sold by Premium Jewels for a different product or products from Premium Jewels , regardless whether the original product was purchased through the Premium Jewels website, by phone, through email.
For Terms & Conditions relating to the returns & refunds, please review the Return Policy & the Refund Policy. 
This policy shall apply to all Customers & transactions

Does Premium Jewels offer product exchanges? 

A bank or credit card chargeback of any nature is treated as a theft from Premium Jewels , and will be referred to local authorities.
  • Premium Jewels can replace or exchange products within 30 days of purchase if:
  • they are defective, or:
  • they are damaged in transit or cannot be repaired, or;

I’ve used my products & I want to exchange them for something else. Can I still do this? 

Premium Jewels will only exchange a product for an alternative if the returned product is:
  • Unused; and;
  • Undamaged, and;
  • Clean, and;
  • Within 30 days of the date the product was purchased. 
If the replacement product is more expensive than the original purchased product, the Customer will be required to pay the difference plus shipping fees before any replacement product shall be dispatched. 

Can I exchange a product after 30 days? 

Premium Jewels cannot offer exchanges or replacements for products after 30 days have passed since the date the product was purchased except in the case of warranty claims.

Can I exchange a product if I no longer have the original packaging?

For a product to be considered ‘unused’ and thus eligible for an exchange, the product must be returned in its original & undamaged packaging. For this reason, Premium Jewels highly suggests taking care to open the product carefully as to avoid damaging the packaging, then keeping that packaging for 30 days. 
Products returned for exchange without their original packaging, or in notably damaged packaging, or with parts of their packaging missing are automatically ineligible for exchanges. 

Are there any costs associated with exchanging a product? 

In order to exchange a product, the customer must return that product to the Premium Jewels head office for inspection first. The Customer will have to arrange their own shipping & cover the cost of that return shipping, plus either: or the shipping cost of the replacement product depending on which product is chosen by the Customer as a replacement.

I’m upgrading my product. Is there a cost involved?

In the event the returned product is being exchanged for a different product with a higher price, the Customer will receive an invoice for:
  • the shipping cost of the replacement product, and;
  • the difference in price between the returned & the replacement product.
  • This invoice will need to be paid before the replacement product is dispatched. 

I’m downgrading my product. Do I get a refund for the difference?

In the event the returned product is being exchanged for a different product with a lower price, the Customer will receive an invoice for:
  • the original shipping cost incurred byPremium Jewels when delivering the original product to the Customer, and;
  • the difference in price between the returned & the replacement product (as a deduction to the shipping costs). 
This invoice will need to be paid before the replacement product is dispatched. In the event that the deduction of the difference between the product costs entitles the user to a refund, the replacement product shall be dispatched and a refund issued in the next 1-3 business days. 

I’m swapping my product for the same product, or an alternative product of equal value. Do I need to pay anything?

In the event the returned product is being exchanged for the same product at the same price (i.e. different colour or style), or an alternative product of the same value, the Customer will receive an invoice for:
  • the shipping cost of the returned product, and;
  • the shipping cost of the replacement product.
Note that the exchange policy is different for warranty claims.

Can I arrange my own return shipping, or return the product in person?

The Customer must arrange their own return shipping and pay for all associated costs, or bring the product back in person. In doing so, the Customer assumes all responsibility if that product is damaged during its return journey. If that product is damaged during return transit this may impact the final decision on whether a product exchange is approved. 
Premium Jewels is not liable to replace any product that is damaged as a result of being shipped back through the Customer’s own courier service or delivered by the Customer directly.
For more information on returning a product, please refer to the Premium Jewels Returns Policy.

I’ve sent my product off to be exchanged. What happens next?

Premium Jewels will need to inspect any returned products to ensure those products meet the requirements of the Returns Policy before any sort of refund or exchange is organised. The Customer will be notified if their exchange has been approved or rejected.

My product exchange has been approved, what happens next?

Premium Jewels will contact the Customer to discuss exchange options, invoice for any fees due, & arrange the delivery of the replacement product. 

My product exchange was denied. What can I do?

In the event Premium Jewels is unsatisfied with the condition in which the original purchased product is returned, Premium Jewels can return the product to the Customer at the Customer’s expense. In this instance, no exchange shall be offered.

Can I upgrade to another product for the same price as the product I’m returning?

Should the Customer wish to upgrade their product after they have returned their original product, the Customer shall be required to pay the difference between the product they are returning and the product they have selected as the replacement. 
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