Refund policy

If you are not satisfied with a stone or finished piece, I want to know about it. The process below sets out how returns and refunds work — but it sits underneath a simpler principle, which is that I have built this business on customers I want to deal with again.

30-day return window

You have 30 days from the date you receive your piece to request a return. If something has gone wrong outside that window, please still contact me — I will always try to find a sensible resolution where I reasonably can.

Condition for return

To be eligible for a return, the piece must be in the same condition in which it arrived: unworn, in its original presentation box, with any tags and accompanying documentation intact. For loose stones, the original packaging and any grading or origin notes must be returned with the stone.

How to begin a return

Please contact me directly at joseph@rocksontherocks.com.au or on 0407 192 564 before returning anything. I will confirm the return is accepted and send you instructions on where and how to post the parcel. Items returned without prior arrangement cannot be accepted.

Damage or loss in transit

Please inspect your parcel carefully on arrival. If a piece has been damaged in transit, has arrived incorrectly, or does not match its description, please contact me within 48 hours and retain all original packaging. Every parcel leaves my workshop fully insured, and I will manage the claim and resolution personally.

Non-returnable items

The following items cannot be returned:

  • Custom or commissioned pieces designed and made to your specification
  • Stones cut, polished or shaped to a specific brief
  • Rings resized at your request beyond the originally listed size
  • Items purchased on sale or under a bespoke negotiated price
  • Gift cards

For these pieces I am still happy to discuss any concerns and look for a fair outcome on a case-by-case basis.

Exchanges

The most reliable way to exchange a piece is to return the original under the process above and place a fresh order for the replacement. If you would like to discuss a direct exchange — particularly between pieces of similar value — please get in touch and I will work through it with you personally.

Refunds

Once your return has arrived and I have inspected the piece, I will confirm whether the refund has been approved and process it back to your original payment method. Bank and card processing times are outside my control and may add a few additional business days before the refund appears on your statement.

Return shipping

Return shipping is the responsibility of the buyer, except in cases of damaged, defective or incorrectly described items, which I will cover in full. I strongly recommend using a tracked, insured service for any returned stone or jewellery — until the parcel is back in my hands, it remains your responsibility.

My personal guarantee

This refund policy sits alongside my personal guarantee on every stone I sell. The intent of both is identical: if something is not right, I will work with you directly to make it right.

— Joseph Bernecki
Rocks On The Rocks · Sydney