RETURNS & REFUNDS

Every Sutraa piece is made to order. We begin creating it once your order is placed, which makes our approach a little different from an off-the-shelf store. Wherever something is our fault, you are always looked after. The rest is simply about being fair to a small studio that starts each piece by hand. It is worth reading this through before you buy.

The short version

• Change your mind before your piece enters production, and we refund you in full, with no fee.
• Change your mind once it is in production, and we offer an exchange or store credit rather than a cash refund, because the piece has already been made to your choices.
• Anything faulty, incorrect or not as described is repaired, replaced or refunded at our cost.

Before production begins

We start work on most pieces about one business day after your order is placed. If you change your mind in that time, email us at info@sutraajewels.com.au and we will cancel your order and refund you in full. There is no fee, because nothing has been made yet.

Once your piece is in production

After we have begun making your piece, we are no longer able to offer a cash refund for a change of mind. The gold, the diamonds and the hours have already gone into something created for you alone, and it cannot simply return to a shelf.

We don't want you left with a piece that isn't right, so within 14 days of delivery you are welcome to exchange it, or take store credit of the same value instead. To be eligible, the piece needs to come back to us unworn and undamaged, in all of its original packaging and with its documentation, including any IGI diamond certificate. Once those 14 days have passed, the piece is yours to keep.

Exchanges

Your first exchange is on us. Whether you would like a different size, a different metal or another design altogether, we will cover return postage and post your new piece once the original is back with us. If the new piece needs to be made, the usual production time applies. Any exchange after the first is a flat $35.

If your new choice costs more, you simply pay the difference. If it costs less, we return the gap as store credit.

Sizing and fit

If a chain length or fit isn't quite right, please reach out before considering a return. A small adjustment is often the simplest fix, and we are glad to help you get it right.

If something is wrong with your piece

If your piece arrives faulty, damaged or not what you ordered, this is on us, and you will never be out of pocket for it. Please get in touch as soon as you can, ideally within 48 hours of delivery, with a few photos of the piece, the packaging and the parcel it arrived in. We will arrange a repair, replacement or refund straight away.

This sits alongside your rights under the Australian Consumer Law, which cannot be excluded. If a piece is faulty or not as described, you may be entitled to a repair, replacement or refund regardless of anything else in this policy.

Custom and bespoke pieces

Pieces that are custom, bespoke, engraved or personalised are made to your specifications alone, and cannot be returned, exchanged or refunded for a change of mind. Bespoke commissions take around seven to eight weeks from the day you approve the design.

Orders sent overseas

Orders shipped outside Australia, New Zealand included, are final, simply because customs, duties and international postage make returns impractical. The one exception is a piece that arrives faulty or damaged: send us photos within 48 hours and we will look after you. If you are ordering from overseas, please ask us anything about sizing or detail before you buy. We are always happy to help.

Delivery

Every order is sent insured and requires a signature on delivery. If tracking shows your parcel as delivered but it hasn't arrived, let us know within 48 hours and we will chase it up with the carrier.

Talk to us

A question before you buy, or anything at all about a return? Email info@sutraajewels.com.au. Things happen, that's life, and we are always glad to talk it through and find a fair outcome together.

This policy works alongside our Terms of Service. Placing an order with Sutraa Jewels means you are across both.