Return and Refund Policy

Last updated: 13 October 2026

At AYENOR GEMS, we aim to provide accurate gemstone descriptions, clear product information and personal service to help you choose the right stone for your creation.

As gemstones are individual natural materials, each stone may have its own characteristics. Please review the product photographs, descriptions, carat weight, dimensions, treatment information and any available gemmological reports before purchasing.

1. Change-of-Mind Returns

Due to the individual nature and value of our gemstones, AYENOR GEMS does not generally accept returns or exchanges for change of mind, including where a customer changes their design, no longer requires the gemstone or decides the stone is not suitable for their intended project.

Please contact us before purchasing if you require additional photographs, videos, measurements or information about a gemstone.

This policy does not exclude or limit any rights you may have under the Australian Consumer Law.

2. Faulty, Incorrect or Misdescribed Items

Your rights under the Australian Consumer Law remain unaffected by this policy.

If a gemstone is faulty, materially different from its description, incorrectly supplied or otherwise fails to meet applicable consumer guarantees, please contact us as soon as reasonably possible.

We may ask for your order number, photographs, relevant documentation and a description of the issue so we can assess the matter and determine an appropriate remedy under applicable law.

Depending on the circumstances, this may include a refund, replacement or another remedy required by law.

3. How to Request a Return

Before sending any gemstone back, please contact us at gems.ayenor@gmail.com with:

• Your order number and contact details.

• The reason for your return request.

• Clear photographs and supporting information, where relevant.

Please wait for our instructions before sending anything back. We will advise you of the appropriate return arrangements.

For high-value gemstones, secure, tracked shipping and suitable transit protection are important. Please follow our return instructions carefully and retain your shipping receipt and tracking details.

Where a return is required because of a problem covered by the Australian Consumer Law, we will meet our applicable obligations regarding reasonable return costs.

4. Condition of Returned Gemstones

Where a return is accepted, please take reasonable care to protect the gemstone and any accompanying documentation during transit.

Please include any original laboratory report, certificate or other documentation supplied with the item, where applicable.

We may inspect a returned gemstone to assess the reported issue. Any assessment will not remove or restrict your rights under the Australian Consumer Law.

5. Custom Cutting and Recutting Services

Custom cutting, recutting, re-polishing and other services are tailored to the individual gemstone and customer requirements.

Once work has commenced, a change-of-mind cancellation or refund may not be available for work already performed or costs already incurred, subject to applicable law.

If you have concerns about completed work or believe a service has not met the agreed requirements, please contact us so we can assess the matter and provide any remedy required under applicable law.

6. Refund Processing

Where a refund is approved or required by law, we will explain the applicable process and refund the relevant amount using the original payment method where practicable, unless otherwise agreed or required by law.

The time taken for funds to appear in your account may depend on your bank or payment provider.

7. Lost or Damaged Returns

Please contact us promptly if a return shipment is lost or damaged in transit. We will work with you and the relevant carrier to investigate the issue and determine the appropriate next steps.

Return shipping and transit protection arrangements will be handled in accordance with our instructions and applicable legal obligations.

8. Contact AYENOR GEMS

For return, refund or product enquiries, please contact:

AYENOR GEMS
Email: gems.ayenor@gmail.com
Website: https://ayenor.au/

We are committed to handling enquiries professionally and fairly while protecting the interests of our customers and the individual gemstones we supply.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.