J.C. Lindley Gems & Jewellery
Refunds & Returns
Clear, considered support for every purchase.
Our policy
Purchasing with confidence
This Returns & Refunds Policy outlines your rights and our obligations under the Australian Consumer Law (ACL). We are committed to ensuring you are satisfied with your purchase and that all products meet the guarantees required by law.
Last updated: 11 May 2026
Australian Consumer Law rights
Under the ACL, you are entitled to a remedy if a product:
- is faulty or defective
- is not as described
- does not match the sample or images
- is not of acceptable quality
Depending on the issue, you may be entitled to a repair, replacement or refund. We comply with the Competition and Consumer Act 2010 (Cth) and applicable Australian Consumer Guarantees.
Change-of-mind returns
We do not offer refunds or returns for change of mind, including selecting the wrong size, style or gemstone, or deciding that you no longer want the item. This applies to all jewellery and gemstone purchases.
Custom, personalised & heirloom jewellery
Due to the bespoke nature of our work, gemstone-specific commissions are not eligible for return or refund unless faulty.
If a custom item is faulty or not as described, you are entitled to a remedy under the ACL.
Faulty or defective items
If you believe your item is faulty, please contact us within 14 days of receiving it.
A product may be considered faulty if it:
- arrives damaged
- breaks under normal use
- contains structural defects
- does not match the description provided
We may request photos, order details or return of the item for assessment. If confirmed faulty, we will provide a repair, replacement or refund depending on the severity of the issue.
Assessment process
All returned items undergo a professional assessment to determine:
- whether the issue is a manufacturing fault
- whether damage occurred after delivery
- whether the item has been altered or misused
Damage caused by misuse, impact, chemicals or improper care is not considered a manufacturing fault.
Where a return applies
Return conditions
To be eligible for a return, where applicable:
- the item must be in original condition
- all packaging, certificates and documentation must be included
- the item must not show signs of wear, resizing or alteration
We reserve the right to refuse returns that do not meet these conditions.
Sending an approved return
Return shipping
Return shipping instructions will be provided once your request is approved.
- Customers are responsible for return shipping costs unless the item is faulty.
- We recommend using tracked and insured postage.
- We are not responsible for items lost or damaged during return transit.
When a refund is approved
Refund processing
Approved refunds will be processed to the original payment method.
- Allow 3–7 business days for processing.
- Additional time may be required depending on your bank or payment provider.
- Shipping costs are non-refundable unless required by law.
Contact us
To request a return or report an issue, please contact:
J.C. Lindley Gems & Jewellery
Gladstone, Queensland, Australia