Refund policy

At Inaaya Diamonds, every piece is handcrafted to the highest standards of luxury and precision. Due to the bespoke nature of our jewelry and the high value of our certified diamonds, we enforce a strict return and refund policy to protect the integrity of our inventory and the interests of our clients.

1. NO REFUNDS FOR CHANGE OF MIND

In alignment with luxury jewelry standards, Inaaya Diamonds does not offer refunds, exchanges, or store credits for change of mind. This includes, but is not limited to:

  • Incorrect choice of diamond shape or metal color.

  • Incorrect ring size provided at the time of order.

  • Personal aesthetic preferences or change in financial circumstances.

  • Standard orders (4-week lead time) or Custom/Bespoke orders (8-10 week lead time).

Once an order is placed and payment is processed, it is considered a binding commitment to purchase.

2. FAULTY OR DAMAGED GOODS

We provide refunds or repairs only in the event that an item is deemed faulty or damaged due to a manufacturing defect.

  • Reporting Window: Any suspected manufacturing fault must be reported to info@inaayadiamonds.com within 48 hours of the delivery timestamp.

  • Proof of Fault: You must provide clear, high-resolution photographic and video evidence of the fault.

  • Verification Process: All returned "faulty" items undergo a rigorous assessment by our master jewelers and gemologists under 10x magnification. A refund or replacement will only be issued if the fault is found to be a direct result of the manufacturing process and not caused by accidental damage, neglect, or normal wear and tear.

3. EXCLUSIONS FROM MANUFACTURING FAULTS

The following are not considered manufacturing faults and are not eligible for refund or exchange:

  • Physical Damage: Bent bands, snapped chains, or misshapen prongs caused by impact, pressure, or catching on clothing.

  • Stone Loss: Diamonds that fall out due to the prongs being bumped, pulled, or flattened through daily wear.

  • Metal Wear: The natural "patina" or scratching of gold/platinum that occurs over time, or the wearing down of rhodium plating on white gold.

  • Third-Party Alterations: Any work performed by an outside jeweler (including resizing or polishing) immediately voids all Inaaya Diamonds warranties and eligibility for return.

4. SECURITY TAG & HYGIENE

  • Tamper-Evident Ribbon: Many items are shipped with a security tag. If this tag is cut, removed, or tampered with, the item is considered "Accepted by Client" and cannot be returned for any reason, including suspected faults.

  • Earrings: For hygiene reasons, earrings are strictly non-returnable and non-exchangeable under Australian Health and Safety regulations, regardless of a fault claim.

5. SHIPPING & DOCUMENTATION

  • Cost of Returns: The customer is responsible for all insured shipping costs when returning an item for inspection.

  • Grading Certificates: If a refund is approved for a diamond piece, the original GIA or IGI Certificate must be returned in perfect condition. Failure to return the certificate will result in a $350.00 AUD replacement fee deducted from the refund total.

6. AUSTRALIAN CONSUMER LAW & YOUR GUARANTEES

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. However, to maintain the integrity of our high-value diamond jewelry, we strictly categorize any reported issues into two tiers to determine the appropriate remedy.

6.1. Minor Failures (The "Right to Repair")

A "Minor Failure" is a problem that does not significantly affect the use or beauty of the jewelry and can be easily fixed within a reasonable timeframe.

  • Our Policy: For minor failures, Inaaya Diamonds reserves the right to choose the remedy. This will typically involve a free professional repair or restoration of the item to its original state.

  • Examples: A loose stone (where the stone is still present), a stiff clasp, or a minor surface scuff existing at the time of delivery.

  • Customer Limitation: For minor failures, the customer is not entitled to a refund or an automatic replacement.

6.2. Major Failures (The "Right to Reject")

A "Major Failure" is a fundamental defect that would have prevented a reasonable consumer from purchasing the item had they known about it.

  • Our Policy: If a major failure is verified by our gemologists, the customer may choose between a full refund, an identical replacement, or keeping the item with compensation for the drop in value.

  • Examples: Receiving a diamond that does not match the IGI/GIA certificate specifications, or a structural crack in the metal band that cannot be safely repaired.

6.3. Mandatory Assessment & Proof

Under the ACL, Inaaya Diamonds is entitled to inspect the product before providing a remedy.

  • Burden of Proof: The customer must provide proof of purchase and evidence that the fault existed at the time of delivery.

  • Exclusion of Misuse: Consumer guarantees do not apply if the problem was caused by the customer misusing the product in any way—including accidental impact, chemical exposure (e.g., chlorine, bleach), or "heavy-duty" activities that high-end jewelry is not designed for.

  • Fair Wear and Tear: As jewelry is a wearable item, it is subject to natural wear. Thinning of prongs over years of use or the loss of rhodium plating on white gold are considered "usual wear and tear" and are not covered under consumer guarantees.

6.4. Unauthorized Alterations

The ACL guarantees apply to the product as supplied by Inaaya Diamonds. Any alteration, resizing, or repair attempted by a third-party jeweler immediately voids your rights to a remedy from Inaaya Diamonds. We are not liable for the work, or the consequences of the work, performed by unauthorized third parties.

WARRANTY POLICY

At Inaaya Diamonds, we stand behind the exceptional quality of our craftsmanship. We are proud to offer a Lifetime Manufacturing Warranty on all our fine jewelry pieces. This warranty is your assurance that your Inaaya piece has been crafted to the highest standards of luxury and technical precision.

7. SCOPE OF THE WARRANTY

This warranty covers any manufacturing defects in materials and workmanship for the life of the jewelry. A manufacturing defect refers to a fundamental error in the structural integrity of the piece that existed at the time of delivery.

8. EXCLUSIONS FROM WARRANTY

To protect the sustainability of our brand, this warranty is strictly limited. It does not cover damage resulting from "wear and tear," neglect, or accidental damage. Specific exclusions include:

  • Stone Loss: The loss of a center stone or side stones is not a manufacturing defect. Stones typically fall out due to prongs being bumped, pulled, or flattened during daily activities. We strongly recommend obtaining independent insurance to cover stone loss.

  • Prong & Metal Wear: Gold and platinum are precious, malleable metals. Over time, prongs will wear down or move. This is considered "normal wear" and requires maintenance at the owner's expense.

  • Physical Deformation: Bent bands, snapped chains, or misshapen settings are the result of external pressure or impact and are not covered.

  • Rhodium Plating: The white rhodium finish on White Gold pieces will naturally wear off over time. Re-plating is considered a standard maintenance task and is not covered under warranty.

  • Discoloration: Changes in metal color due to exposure to chemicals, perfumes, chlorine (pools/spas), or skin acidity.

9. THIRD-PARTY ALTERATIONS

Any repair, resizing, or service performed by a jeweler other than Inaaya Diamonds will immediately and permanently void this Lifetime Warranty. Fine jewelry is structurally delicate; we cannot be held responsible for the integrity of a piece once another party has applied heat, pressure, or tools to our work.

10. WARRANTY CLAIM PROCESS

If you believe your piece has a manufacturing defect, please follow these steps:

  1. Contact info@inaayadiamonds.com with your order number and high-resolution photos of the issue.

  2. If the issue appears to be a potential defect, we will provide a Return Authorization.

  3. The piece must be sent to our studio for a formal gemological assessment under 10x magnification.

  4. The Decision: If our master jeweler determines the issue is a manufacturing defect, we will repair or replace the item at no cost to you. If the damage is determined to be accidental or "wear and tear," we will provide a quote for the repair.

11. WARRANTY & AUSTRALIAN CONSUMER LAW

This Lifetime Manufacturing Warranty is provided in addition to the rights and remedies you have under the Australian Consumer Law (ACL). Our liability is limited to the repair or replacement of the item, as determined by our assessment of the fault as "Minor" or "Major" under the ACL guidelines.

 

TERMS OF SALE

These Terms of Sale apply to all offers, orders, and agreements between the Customer and Inaaya Diamonds. By clicking "Complete Order," you enter into a legally binding contract under the following conditions:

12. ORDER ACCEPTANCE & CONTRACT FORMATION

  • The "Offer": Our website displays products as an "invitation to treat." Your order constitutes an offer to buy.

  • Confirmation: A contract is only formed when Inaaya Diamonds sends a "Shipment Confirmation" or "Order Processing" email. We reserve the right to reject any order for any reason, including suspected fraud or pricing errors.

  • Binding Nature: Once an order is placed, it cannot be modified or canceled by the Customer. This is due to the immediate allocation of gemstones and the commencement of the production cycle.

13. PRICING & PAYMENT SECURITY

  • Currency: All prices are in AUD unless otherwise stated.

  • Market Volatility: Diamond and precious metal prices are updated in real-time. We are not liable for price changes that occur between the time an item is added to the cart and the completion of the checkout.

  • Payment Clearing: Ownership of the jewelry does not pass to the Customer until full payment has cleared. If a payment is reversed or charged back after delivery, Inaaya Diamonds retains legal title to the goods and will pursue legal action for recovery or payment.

  • Duties & Taxes: For international orders, the Customer is the "Importer of Record" and is 100% responsible for all local customs, duties, and GST/VAT.

14. BESPOKE & MADE-TO-ORDER TERMS

  • Production Lead Times: Standard orders take 4 weeks; Custom/Bespoke orders take 8–10 weeks. These are estimates, not guarantees.

  • Final Approval: For custom work, your approval of the CAD (Computer-Aided Design) is your final confirmation. Inaaya Diamonds is not liable for "aesthetic dissatisfaction" once the physical piece matches the approved digital design.

  • Non-Refundable Deposits: Any deposit paid for a bespoke design is strictly non-refundable as it covers the cost of labor and specialized gemstone sourcing.

15. DELIVERY & RISK OF LOSS

  • Signature Requirement: All shipments are sent via premium courier and require an adult signature. If you authorize a courier to leave a package without a signature (e.g., "Authority to Leave"), you waive all rights to claim for loss or theft.

  • Transfer of Risk: Risk of loss or damage passes to the Customer the moment the package is signed for. Inaaya Diamonds is not responsible for any damage or theft occurring after successful delivery.

  • Address Accuracy: We are not liable for losses caused by incorrect or incomplete shipping addresses provided by the Customer.

16. DIAMOND AUTHENTICITY & CERTIFICATION

  • Laboratory Grading: Every Inaaya Diamond is accompanied by a GIA or IGI certificate. The Customer accepts that these are independent third-party opinions. Inaaya Diamonds does not "re-grade" stones and is not liable for variations between different labs.

  • Type IIa Disclosure: We specialize in Type IIa lab-grown diamonds. The Customer acknowledges they are purchasing a lab-grown diamond that is chemically, physically, and optically identical to a mined diamond.

17. CANCELLATIONS & FORFEITURE

  • Customer Cancellations: Because we begin sourcing and manufacturing immediately, we do not allow cancellations.

  • Default on Payment: If a customer fails to complete a payment plan (e.g., Afterpay or partial deposits), Inaaya Diamonds reserves the right to retain the initial deposit to cover restocking and administrative fees.

18. LIMITATION OF LIABILITY

To the maximum extent permitted by law, Inaaya Diamonds' total liability for any claim shall not exceed the purchase price paid for the product. We are not liable for any indirect, incidental, or consequential damages (such as "emotional distress" regarding wedding dates or "lost investment value").

19. DISPUTE RESOLUTION

Any disputes arising from a sale shall be resolved through binding arbitration in New South Wales, Australia. The Customer waives the right to participate in class-action lawsuits or jury trials.