Effective Date: 01 January 2026
Business Name: LOTUS GEMS & JEWELLERY PTY LTD
ABN: 63 694 206 963
Registered Office: Victoria Australia
Contact Email: contact@lotusgemsandjewellery.com
1 Overview
Because natural gemstones are high value and unique all returns and refunds are handled in accordance with the Australian Consumer Law. This policy distinguishes between change of mind returns and consumer guarantee claims for faulty or misdescribed goods.
2 Australian customers change of mind returns
We offer a 14 day change of mind return period for Australian customers only.
Eligibility
- Request the return within 14 days of delivery.
- Item must be in original unused condition.
- Gemstone must not have been altered set polished or modified.
- Item must match the original order and identification and include any certificates.
Return shipping
- Buyer pays return shipping for change of mind returns.
- Returns must be sent using an insured and trackable service and insured for full purchase value.
- We are not responsible for loss or damage during return transit. We strongly recommend signature required delivery.
3 International customers change of mind rule and EU exception
We do not offer change of mind returns for international orders due to shipping customs and insurance complexities. Exception where local law requires a cooling off period for consumers we will comply with that law. International customers should request additional photographs videos or live video viewing before purchase.
4 Consumer guarantees Australia and international
Under Australian Consumer Law you are entitled to a remedy if a product is not of acceptable quality is significantly different from its description or is not authentic. If a gemstone is confirmed to be misdescribed not natural as stated or incorrectly represented you may be entitled to repair replacement or refund. In such cases we will cover reasonable return shipping costs.
5 Inspection verification and independent assessment
Returned items may undergo identity verification weight verification condition inspection and gemological examination. We may require independent assessment by a mutually agreed recognised laboratory. Costs for an assessment are borne by the party requesting it unless the assessment finds in your favour in which case we will reimburse reasonable costs. Refunds will not be processed until inspection and any required verification are complete.
6 Non returnable items
- Custom cut gemstones
- Commissioned sourced stones
- Altered or set gemstones
- Items damaged after delivery
- International change of mind purchases
7 Promotional purchases discount codes and refunds
- Discount codes cannot be used with other discounts offers or promotions.
- Refunds for purchases made with a discount code will equal the amount actually paid.
- If a promotion included free shipping or a free gift the value of those items may be deducted from the refund where the promotion terms require it.
8 Refund processing timeframes
Once a return is approved refunds will be issued to the original payment method. We aim to process refunds within 5 to 10 business days of completing inspection and verification. If more time is required for independent assessment we will notify you.
9 Risk of return transit and fraud prevention
Risk of loss during return shipment remains with the customer until the item is safely received by us. We reserve the right to refuse returns where stone identification markings do not match there is evidence of substitution or the item shows signs of tampering. High value gemstones are recorded and documented prior to dispatch.
10 Free giveaways and prize fulfilment
Prizes awarded through giveaways are not subject to returns or refunds. Winners are responsible for any import duties taxes or customs charges. Winners may be required to provide identification and proof of eligibility before prizes are dispatched.
11 How to request a return
Contact contact@lotusgemsandjewellery.com with your order number photographs and reason for return. Do not return items without prior authorisation. We will provide return instructions and an authorisation number.
12 Changes to this policy
We may update this policy from time to time. The Effective Date above will be updated when changes are made.
Last updated 01 January 2026
