Returns & Refunds Policy

Last updated: 27 August 2025

Contact: toppagems@gmail.com

1) Australian Consumer Law (ACL)

We comply with the ACL. Your consumer guarantees cannot be excluded.

- Major failure: you choose a refund, replacement, or compensation.

- Minor failure: we will repair, replace, or refund within a reasonable time.

2) No change-of-mind returns

We do not offer change-of-mind returns or exchanges. This does not affect your ACL rights.

3) Faulty, incorrect or damaged on arrival

Please contact us promptly (ideally within 7 days of delivery) with:

- Order number

- Description of the issue

- Clear photos/video and the packaging if damaged

Keep all packaging. We may provide a prepaid return label and may ask that the item be returned for assessment. Time limits in this section do not limit your ACL rights.

4) Assessment

We inspect returned items to confirm the issue. Where appropriate we may arrange independent assessment at our cost. Once confirmed, we will offer the ACL remedy: repair, replacement, or refund (your choice for a major failure).

5) Non-returnable items (except where required by the ACL)

- Custom or special-order stones

- Items that have been set/mounted, resized, modified, recut or polished after delivery

- Items with removed or broken tamper tags/seals

- Clearance/“as-is” items where defects were disclosed

These exclusions do not apply to ACL-covered faults.

6) How to start a return

Email toppagems@gmail.com with:

- Order number

- Item(s) and reason for return

- Photos/video (if damaged/faulty)

We will reply with instructions and an RMA. Unauthorised returns may be refused.

7) Refund method & timing

Refunds are processed to your original payment method after we receive and inspect the item. Processing is usually 5–7 business days from receipt; your bank or provider may take extra time. Shipping fees are refundable only where we made an error or the item is faulty under the ACL.

8) Return shipping

For approved faulty/incorrect items we cover reasonable return shipping (usually via a prepaid label). Risk in transit remains with the sender until the parcel is scanned as received.

9) Exchanges

Exchanges are only available for faulty/incorrect items if suitable stock is available. Otherwise, we will refund per the ACL.

10) Proof of purchase

We require your order number or other proof of purchase from ToppaGems.

11) Colour, measurements & natural features

Photos aim to show true colour, but variations can occur due to lighting, device screens and natural characteristics. Carat weight, dimensions and grades are provided to the best of our knowledge; natural inclusions are not faults unless misrepresented.

12) Parcels marked delivered

If tracking shows “delivered” but the parcel is missing, contact the carrier and us within 3 business days so we can assist with an investigation. Outcomes may depend on the carrier’s findings unless we are at fault.

13) Changes to this policy

We may update this policy. The current version is on toppagems.com and applies from the “Last updated” date above.