Refunds Policy and Terms and Conditions

Rosendorff do not give refunds if you simply change your mind or make an incorrect selection.

Rosendorff do not give refunds if you simply change your mind or make an incorrect selection. Rosendorff will not exchange items that have been resized, altered or engraved. Rosendorff will not refund special orders and special commissions. Rosendorff will provide a refund where the goods are deemed to be faulty after assessment by the Rosendorff workshop, are not fit for purpose or do not match our description or sample. Items damaged by client ‘wear and tear’ are non-refundable. Deposits made on special orders and special commissions are non-refundable.

All refund claims must be made within 14 days of purchase and must be accompanied with proof of purchase. All refunds are subject to the approval of Rosendorff Management. Rosendorff Management will advise you within 7 business days of receiving the item.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. Rosendorff will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective. Rosendorff Quality Assurance will advise you within 7 business days of receiving the item.

A refund will be made to the purchaser, upon request, only if payment has been received by Rosendorff. Gift recipients are entitled to an exchange or a non-refundable merchandise credit. To return or exchange your gift selection, please contact our Customer Service team online at customer.service@rosendorffs.com to initiate a return. You’ll need to provide your customer number, contact details and reason for return.

Items should be returned in their original product packaging, in new saleable condition and with all paperwork (such as diamond certificates, valuations and/or care guide booklets). Include a copy of your shipping confirmation email or order confirmation email in the package.

Ship the return package to:

RDJ Online Administration
Level 1, Trinity Arcade
671 Hay Street Perth 6000
Western Australia

All shipping return charges must be pre-paid. We cannot accept C.O.D deliveries. We require that returned items are insured during delivery (such as Australia Post ‘Extra Cover’) to safeguard against loss. Rosendorff does not accept any responsibility for the returned item, until the item has been received by an authorised Rosendorff representative at the above address only and after you have received notification of the successful delivery.

Alternatively you can return the item to Perth Hay Street Showroom in Western Australia. Please ensure that you take a printed copy of your online tax invoice/ order fulfilment email to store to confirm your purchase details.

If you have any questions, please contact Customer Service team via email customer.service@rosendorffs.com. A representative will be available to reply within 24 hours Monday-Friday between the hours 9.00am to 5.30pm AWST.

Credit or Eftpos purchases will receive credit to the original cardholder’s account. All other refunds will be in the form of a company cheque and will be posted within 7 days of the refund being approved.

Rosendorff do not take responsibility for any jewellery that has been altered outside our premises by a third party; such items cannot be returned for a refund or exchange.

Exchanges

Rosendorff will exchange items within 14 days of final payment if returned in unused and unworn condition. Items must be in original packaging and be accompanied by original receipt, valuation, and diamond certificate where applicable. Rosendorff will not exchange special orders and special commissions. Rosendorff will not exchange items that have been resized, altered or engraved.

An item which is deemed to be exchangeable may be exchanged for another item of equal value. Rosendorff will provide a credit note valid for 3 months for the difference if the item is exchanged for an item of lower value. At the conclusion of 3 months the credit note will be void.

Payment for Purchase

Payments can be made via the following methods:

Cash
Bank Cheque
Eftpos
Credit Card
Direct Bank Deposit
Please allow for direct deposit and bank cheque payments to clear before collecting goods. Goods will only be released once funds are cleared into the Rosendorff account.

Payment Programs

A minimum deposit of 30% of the total sales value is required for all payment programmes. Items will not be released until final payment has been received. Payment programmes are to be finalised within 3 months from the time of entering into the programme. A minimum of 2 payments per month are required. The client must nominate and agree to specific payment dates and payment amounts to meet the requirements of the payment programme at the time of the initial sale.

All payments will be direct debited from your nominated bank account or Credit Card. You will be requested to complete a Direct Debit form.

If you have missed a scheduled payment, the programme can be cancelled by Rosendorff giving the client 7 days written notice of the breach. Rosendorff will refund all payments made by the Client, except for a cancellation fee. If the client elects to cancel a payment programme, Rosendorff will refund all payments made by the Client, except for a cancellation fee.

The cancellation fee is equal to the deposit paid and covers all reasonable costs to Rosendorff as a result of the cancellation.

Conditions for Special Orders

A minimum deposit of 50% is required for all special orders and special commissions however we can discuss your personal needs at time of purchase. The value of the 50% deposit is non-refundable. Special orders and special commissions cannot be cancelled once manufacturing has commenced. If a special order or special commission is cancelled by the client, all deposits paid will be forfeited. Final payments must be received and funds cleared prior to items being released. Items must be fully paid for within 7 days of completion unless a payment programme has previously been agreed to by Rosendorff.

Where the full 50% deposit is required but cannot be made on the day of purchase, the remaining deposit required to reach the minimum 50% deposit is to be paid for within 2 business days. Special orders or special commissions will not commence until 50% of the deposit has been paid in full. This may affect manufacturing due dates if payment is delayed. Special orders or commissions will be cancelled if the 50% deposit is not paid in full within 2 business days from the date of purchase.

Sizings and Alterations

Clients are responsible for ensuring that the item selected is the correct size at the time of purchase. Rings over $1,000 can be resized once at no charge at the time of purchase or within thirty days from the date of sale. Subject to the individual designs, most rings can be altered up to three sizes +/-. A minimum sizing fee of $100 applies on items with reduced prices. Proof of purchase must be presented. Rings requiring resizing greater than three sizes up or down will incur a fee. A minimum sizing fee of $100 will apply to bespoke creations or special commissions should they require alterations post collection by the client. Patterned, intricate or full circle diamond rings that cannot be resized and will have to recreated. Individual charges will apply. Clients are advised to consult customer service at customer.service@rosendorffs.com for further information.