Refund & Returns Policy

At RoseCut, we strive to provide you with a shopping experience that gives you confidence in every purchase. If you're not completely satisfied, we offer a 30-day return policy from the date RoseCut dispatches your order. This allows you ample time to return your jewellery for a refund.

Return Eligibility

To qualify for a full refund or exchange, your item(s) must be in unworn and pristine condition, with the original tags attached or included in the package. Our operations team will assess all returns before acceptance, and this process typically takes between 15-20 business days. Please note that we do not accept returns for bespoke or custom orders.

Items not Qualified for Returns

• Bespoke/Custom products or products with engravings

• Items that have been worn, damaged, resized, altered, or tampered with

• Items that have been engraved or repaired by a third party not authorized by RoseCut

1. RETURNS AND REFUNDS

1. Change of Mind: We do not offer returns or refunds for change of mind, especially for bespoke or custom-made Products.

2. Return Eligibility for Pre-Designed Rings: You may return pre-designed (non-custom) Products within 30 days of dispatch, provided they are:

1. Unworn and in original, pristine condition; and

2. Accompanied by all original packaging, tags, and certification.

Returns that do not meet these conditions, or show signs of wear, damage, resizing, or third-party alterations, will not be accepted.

3. Non-Returnable Items: We do not accept returns on:

1. Bespoke or custom-made Products;

2. Products that have been worn, engraved, resized, or altered; 

3. Products repaired or modified by unauthorised third parties

2. RING RESIZING 

1. (Eligibility for Resizing): Most standard rings are eligible for one complimentary resizing, subject to inspection. Customised, bespoke, or engraved rings are not eligible for resizing unless agreed in writing before purchase. Resizing is typically available within two sizes up or down. Resizing beyond this range sometimes may not be possible and may incur additional charges.

2. (Resizing Requests): Resizing requests must be made within 30 days of delivery. To request a resize, email [email protected] with your order number and new ring size. Any applicable fees will be confirmed before we proceed.

3. (Resizing Process & Timeframe): Processing time for resizing is typically 10–15 business days, but may vary depending on ring design and material. Customers are responsible for shipping costs to and from our resizing facility. We recommend using tracked and insured shipping.

4. (Limitations & Risk): Some designs (such as intricate settings or pavé bands) may not be suitable for resizing. If resizing is not feasible, we will notify you. Resizing is carried out by a third-party jeweller. While all care is taken, RoseCut is not liable for damage to settings, stones, or structural integrity during the resizing process.

5. (Refunds & Exchanges for Resized Items): Resized rings are not eligible for refund or exchange under our returns policy. If resizing is not possible, no exchange will be offered unless otherwise required under consumer law.

6. (Customer Responsibility): It is your responsibility to provide the correct ring size. We recommend visiting a local jeweller or using a sizing tool prior to purchase. RoseCut is not responsible for resizing requests based on incorrect size information provided by you.

3. RETURN PROCESS

1. Contact Us: Email [email protected] with your order number, tracking details, and reason for return.

2. Package Securely: Include all original documentation and certificates.

3. Use Tracked Courier: Ship via a tracked, insured courier. The return cost and risk remain with you.

4. Inspection: Your return will be assessed by our quality control team (up to 20 business days). If accepted, your refund will be processed within 10–15 business days to your original payment method.

Important: Do not label the package with “diamonds” or any related wording for security reasons.

4. FAULTY OR DAMAGED ITEMS

1. If your order arrives damaged or faulty:

1. Please contact us within 24 hours of delivery at [email protected]  with photos and a description of the issue.

2. If we determine the Product may be faulty, you’ll be asked to return it (including original documentation) for further assessment.

3. If the Product is confirmed faulty, you’ll be offered a refund, store credit, or replacement, including return shipping costs.

2. We are not responsible for faults due to:

1. Wear and tear;

2. Misuse or mishandling; or

3. Failure to follow care instructions. 

3. If the fault is not confirmed after assessment, the Product will be returned to you at your expense.

5. LEGAL RIGHTS

   Nothing in these Terms limits your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act, including your right to a refund, repair or replacement for faulty goods.

Damaged or Defective Items

When we courier your item/package and it arrives damaged, please refuse delivery or contact us immediately at [email protected]. Any damaged goods must be reported within 24 hours of receipt for us to assist in resolving the issue.

Third-Party Modifications

Any item that has been altered, resized, or engraved by a third party not authorized by RoseCut will void the warranty and the item will be ineligible for return.

We recommend that you inspect your item upon receipt to ensure its condition. If you notice any defects or damage, please notify us within 24 hours of receipt for us to assist in resolving the issue.

Return Shipment

Please return your purchase via a reputable, insured courier. Please insure the package for the full purchase value of the product. RoseCut is not responsible for any damage or loss during return shipment.

We are committed to providing a seamless return process and are here to assist with any questions or concerns.