FAQ

What is your return Policy?

Our Policy

Gemma Stone Pty Ltd ABN 51 621 127 866 makes every effort to be fully transparent at all times. Accordingly, we have developed a Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.

 Returns and refunds

We recommend that you read on to learn about your rights and our obligations to you. If you have any concerns or need further clarification please contact us on info@gemmmastone.com.au or +61 2 9187 887

Quality Guarantee

If you are not satisfied with your purchase, you can return it within fourteen (14) days for a full refund of the purchase price. Any refund requests outside of this fourteen (14) day period must be made in accordance with our refund policy below. 

Please note the Quality Guarantee does not apply to sale items or custom made jewellery. Any items that have been engraved or specially created for you will not be refunded. Should you require a ring to be resized, we will allow one resize at no charge.

Your entitlement to a refund or exchange

Were we are required to do so under any relevant laws, including the Australian Consumer Law you will be entitled to a refund or exchange where. You may ask for a refund or exchange if an item has a major problem or is significantly different to what you asked for. Should you require a ring to be resized, we will allow one resize at no charge. 

In the event that you believe that you are entitled to a refund or exchange, you must provide us with:

  • your full name and address;
  • the original order number; and
  • the reason for claiming the refund or exchange.

You will not be entitled to a refund or exchange where you have simply changed your mind.

 Returning products to us

We want you to be wowed by your purchase so please contact us in the first instance to let us know what’s gone wrong. If you wish to return products to us, we recommend that you do so as soon as possible. Any delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected. 

We reserve the right to assess the condition of a returned product prior to offering a refund or exchange. This may result in a refund or exchange being refused by us. You may be entitled to a refund equal to the cost of the product only. You may be entitled to an exchange for an identical item, or one of a similar value.

 How to return items

Email us at info@gemmastone.com.au and we send you a returns form to fill out.Complete the Gemma Stone returns form and include it with your return. 

Package the products in a shipping bag or box that will prevent damage in transit. We recommend similar packaging to what you received the product/s in originally. Include the jewellery and the completed Return Form, and if possible, its original box. 

Gemma Stone takes no responsibility for goods that are returned but become lost or not delivered to us. If you are concerned about loss or damage in transit, you should consider adding tracking or insurance. However, this is at your sole discretion, and Gemma Stone makes no representations or warranties in relation to the security. 

Send the product/s C/o

Gemma Stone,

C/o Spit Junction Post Shop

Parcel Collect 1013233896

60 Spit Rd

Spit Junction, NSW  Australia 2088

Upon receipt of the products, we will inspect the relevant products and if they are returned in accordance with this Refunds & Returns Policy, we will issue you with a refund or exchange.

 Return delivery charges

We recommend you return the product to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer and are non-refundable, except in cases where we have made a shipping error.

 Provision of refunds or exchanges to you

If after assessing the condition of the returned product/s, your refund is approved, we will send you an email confirming that your refund will be issued. Refunds will generally be processed within 3-5 business days of our receipt of returned products. 

All refunds will be issued via the same payment method used to purchase the products. There may be delays in the provision of the refund that may be caused by the issuing bank. Please contact us if you have not received your refund within five (5) days of us notifying you that a refund has been issued.

 

Layby Terms, agreements and contract

The lay-buy agreement is managed by Lay-Buy Financial Solutions Pty Ltd trading as www.lay-buys.com ("Lay-Buy"). Lay-Buy has identified core principles we believe are integral and imperative for all Lay-Buy agreement deals transacted through our PUT IT ON LAY-BUY checkout payment option to be fair and reasonable per the Fair Trading Act 1999.

The following principles below therefore make up the Terms & Conditions for any Lay-Buy or Layby contract and related transactions entered into. This applies to all and any lay-by contract template utilized by both the vendor or consumer:

  1. Record of Payment
    A record of payments transaction history will always be available for both the merchant and buyer, recording all amounts paid to-date and the date and value of all future pending payments as per your agreed lay-by policy.
  2. Storage and Identification of Lay-Buy Products
    Product’s on Lay-Buy will be set aside and stored separately to other products. Products will be clearly identified as ‘Lay-By contract’ products by a number or some other identification.
  3. Cancellation of Lay-Buy by Buyer
    The buyer may cancel their LayBy agreement form at any time prior to delivery of products and on delivery of products if the products are damaged by so advising Gemma Stone in writing vis email info@gemmastone.com.au.If a buyer cancels a Lay-Buy, seller will give the buyer a “cancellation statement” which sets out-
    a) The purchase price of the products; and
    b) Advise customer of the cancellation fee payable of $25 AUD to seller under all Lay-By terms and conditions; and
    c) The total amount paid under the Lay-Buy; and
    d) Any amount owing to either the buyer or seller under the layby terms on the cancellation of the Lay-Buy.
  4. Cancellation of Lay-Buy by Seller
    The seller under a Lay-Buy must not cancel it unless –
    a) The buyer breaches a term of the Lay-Buy; or
    b) The seller stops trading; or
    c) The products are no longer available
  5. Cancellation on breach by Buyer
    If a buyer has breached a term of a Lay-Buy and seller intends to cancel the Lay-Buy, before doing so seller must –
    a) Give the buyer notice of seller’s intention to cancel the Lay-Buy; and
    b) Allow the buyer at least 14 days within which to rectify the breach; and
    c) The notice to be given has to be:I) in writing, sent to the buyer’s last known address, or, if the buyer so agrees, orally; and
    II) must specify the breach of the Lay-Buy for which the Lay-Buy is being cancelled; and
    III) must state the time within which the buyer must rectify the breach;
    IV) must state the matters listed per below:* the purchase price of the products;
    * all cancellation charges payable under the agreement; and
    * the total amount paid under the Lay-Buy;
    * any amount owing to either the buyer or seller under the terms of the Lay-Buy on the cancellation of the Lay-Buy.The Lay-Buy is cancelled at the end of the period specified in the notice unless the buyer rectifies the breach before then or Seller agrees not to cancel it.
  6. Cancellation where business closes
    If Seller under a Lay-Buy agreement proposes to stop trading before the agreement is completed, Seller must give notice of the proposal to the buyer and must either –
    (a) allow the buyer 7 days within which to complete the agreement; and
    (b) cancel the Lay-Buy with no charges to the buyer.
  7. Cancellation where products not available
    If the products are no longer available, Seller must cancel the Lay-Buy and refund all monies to the buyer.
  8. Effect of Cancellation
    Subject to the above, when a Lay-Buy is cancelled by either party, Seller must refund all money paid within 14 days less a AUD $25 cancellation fee. There are circumstances which prohibit Seller from keeping the cancellation charge. These include but are not limited to, situations where the products are damaged or not delivered or where Seller has breached a term of the Lay-Buy statement.
  9. Cancellation Charge
    Seller shall charge the buyer a AUD $25 cancellation fee under the terms of all Lay-Buy deals.
  10. Banking Charges back Fees
    The seller shall be entitled to pass-on to the buyer all charge back fees received by any given bank for any given customer charge back from any given Lay-Buy deal.
  11. Service Fee
    Seller shall not charge the customer any interest charges, membership fee or service fee on any Lay-Buy sales transaction. Lay-Buy Financial Solutions Pty Ltd trading as www.lay-buys.com charge an admin fee, which is a once-off 0.9% of the total order value at checkout. The buyer will pay this amount to Lay-Buys at checkout at time of paying the down payment. This fee is an admin fee and is therefore not refundable.
  12. Lay-Buy Reporting
    Seller shall have reporting in place for all Lay-Buy deals covering Down Payment made, Lay-Buy period, Frequency of payments required, Payment amount required per installment; and a full record of all payments made to-date (amount and date on which made).
  13. Delivery
    The seller will only dispatch the buyer product/s after receiving the final installment payment for all Lay-Buy deals.
  14. MISCELLANEOUS
    14.1   This Agreement shall be binding upon, inure to the benefit of, and be enforceable by the representatives, successors and assigns of the parties hereto.
    14.2   This Agreement may be amended only by a written instrument duly executed by all parties hereto.
    14.3   The parties hereby represent and warrant that each of them has full legal right, power and authority to enter into this Agreement and to carry out its obligations hereunder.
    14.4   This Agreement may be executed simultaneously in one or more counterparts, each of which shall be deemed an original but all of which together shall constitute one and the same instrument.
    14.5   Article headings contained herein are for reference purposes only and shall not in any way affect the meaning or interpretation of this Agreement.