Refund policy
Refund Policy
Effective date: October 2026
This policy forms part of our Terms & Conditions. Nothing in it affects your rights under the Australian Consumer Law.
Change of mind
I do not offer refunds or exchanges for change of mind, including on sale items and on personalised or custom-made pieces. Please choose carefully, and get in touch before ordering if you are unsure about sizing or any details.
Faulty, damaged or incorrect items
If your piece arrives damaged, has a fault, or is not what you ordered, please email kim@kimvictoriajewels.com as soon as you notice, with photos if possible. Depending on the issue, I will repair, replace or refund it. This applies to custom and bespoke pieces as well.
How to return an item
- Email me first, and I will confirm the return address.
- Pack the piece securely, ideally in its original packaging.
- Send it by registered post. I will reimburse reasonable return postage for faulty, damaged or incorrect items.
Refunds are processed within 14 business days of the item arriving back with me.
Bespoke commissions
The $500 design fee is non-refundable once design work has begun, and is credited towards your final piece if you go ahead. Deposits are non-refundable once materials have been ordered or making has started. Your rights for faulty work are unaffected.
Wear, repairs and servicing
Fine jewellery is durable but not indestructible. Damage from everyday wear, knocks or accidents, including chipped or scuffed stones, is not a fault, and repairs will be quoted before any work begins.
Resizing
Resizing is available for a fee. Please email kim@kimvictoriajewels.com to discuss.
Disputes
If something goes wrong, please contact me first and I will do what I can to resolve it. You can also contact Consumer Affairs Victoria.
Changes to this policy
I may update this policy from time to time. The version on this page at the time of your order applies.