Refund policy
Refund, Exchange & Cancellation Policy
Different policies apply depending on whether your purchase is Ready-to-Wear or Custom Made. By placing an order or making any payment, you agree to the terms set out below.
Nothing in this policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law (ACL).
1. Faulty or Damaged Items (All Purchases)
If your item is received damaged or faulty, please notify us within 7 days of receipt.
Where a fault is confirmed, the item will be assessed and repaired, replaced, or refunded as appropriate.
This section does not apply to change of mind, incorrect selection, or personal circumstances.
Please email info@michaelarthur.com.au with your order number, photos, and a brief description of the issue.
2. Ready-to-Wear / Ready-to-Ship Items
Change of Mind
For change of mind purchases, we offer a store credit minus a 30% restocking fee, provided all conditions below are met.
Return Conditions
- The item is unworn, unaltered, scratch-free, and undamaged
- Returned in original packaging
- All diamond certificates (where applicable) are returned in original condition
- Returned within 14 days of delivery (30 days for international customers)
Store credit is valid for 12 months.
Refunds are not offered for change of mind.
Items that do not meet these conditions will not be eligible for return.
3. Custom Made & Bespoke Orders
Deposits & Payments
· A 50% deposit is required to commence all custom orders
· The balance payment is due immediately upon completion of the piece or by the advised due date (whichever occurs first)
Non-Payment
· If full payment is not received within 30 days of the piece being completed, you being notified that it is ready, or the advised due date (whichever occurs first), the order will be deemed cancelled by the customer due to non-payment.
· All monies paid to date will be forfeited as a genuine pre-estimated loss, and the item will no longer be held and may be released for sale.
Change of Mind - Custom Orders
Custom made pieces are not refundable for change of mind, incorrect selection, or personal circumstances.
Where agreed, a store credit minus a 30% restocking fee may be issued. Store credit is valid for 12 months.
Once a 3D design or CAD drawing is approved, the design is final. Any changes after approval will incur a new remake charge.
4. Diamonds
Once a diamond has been selected and confirmed, it cannot be exchanged or substituted due to the nature of bespoke jewellery.
If a change of mind occurs after purchase, the piece may be placed on consignment.
5. Complimentary Resize Policy
· One complimentary resize is offered on rings within 3 months of purchase.
· Additional resizes are charged at $100 per size up or down.
· Eternity rings or rings with diamonds set all the way around cannot be resized and must be remade at the customer’s cost.
6. Placeholder Ring Terms
· A placeholder ring is offered with a $1,000 deposit.
· The deposit is credited toward your engagement ring only if the placeholder ring is returned within 30 days of collection.
· The deposit will be forfeited if the ring is not returned within 30 days or if you proceed with another jeweller.
· Deposits on placeholder rings are non-refundable.
7. Consignment Terms
· Consigned items are sold at market value.
· A 30% sales commission applies, and 10% GST will be deducted where applicable.
8. How to Return an Item
· Please ensure all return conditions are met before returning your item.
· Returns must be sent using Signature on Delivery. Insurance is recommended and return shipping is at the customer’s expense.
· Once received and inspected, any applicable store credit will be issued by email.
9. Additional Conditions
- Return shipping is at the customer’s expense unless the item is faulty
- We are not responsible for items lost or damaged in transit
- Store credits are issued only after inspection
- Return postage costs are not refundable
- We do not offer direct exchanges; store credit will be provided where applicable
