Refund policy

In this Returns Policy, the expressions "we", "us" and "our" are a reference to BespokeMoment.

Returns, Refunds & Warranty Policy

At Bespoke Moment, we offer two different jewellery categories.

  • Part 1 - Gift Jewellery — ready-made or standard-design jewellery available through our online store.
  • Part 2 - Custom Jewellery — jewellery made, altered or sourced specifically according to a customer’s confirmed requirements.
  • Part 3 - Warranty Policy for Gift & Custom Jewellery

Different change-of-mind conditions apply to these categories. Nothing in this policy excludes, restricts or modifies any rights available under the Australian Consumer Law.

PART 1 - GIFT JEWELLERY 
1. Gift Jewellery — Change of Mind Returns

You may request a change-of-mind return for eligible Gift Jewellery within 7 calendar days of delivery.

To qualify, the item must:

  • be unworn, unused and undamaged;
  • remain in its original condition;
  • be returned with its original packaging, tags, certificates and accessories;
  • have no scratches, marks, odours or signs of wear;
  • not have been resized, engraved, altered or personalised.

You must contact us before returning an item. Returns sent without prior authorisation may be delayed while we identify and assess the parcel.

Approved change-of-mind returns may be refunded to the original payment method, less any original shipping charges that were separately paid and non-refundable costs disclosed before purchase.

2. Items Excluded From Change-of-Mind Returns

We do not accept change-of-mind returns for:

  • earrings that have been tried on or worn, for hygiene reasons;
  • engraved or personalised jewellery;
  • jewellery that has been resized or altered at the customer’s request;
  • made-to-order or custom-made jewellery;
  • items marked “Final Sale” or “Clearance”;
  • gift cards;
  • items damaged through misuse, accident or improper care.

These exclusions apply only to change-of-mind returns. They do not affect any rights relating to faulty, unsafe or incorrectly described goods under the Australian Consumer Law.

3. Custom Jewellery

Custom Jewellery is made or sourced specifically for you based on confirmed details such as:

  • design;
  • ring size;
  • metal;
  • diamond or gemstone;
  • setting;
  • engraving;
  • proportions and other personal specifications.

For this reason, we do not accept returns, exchanges or refunds for change of mind after the applicable cooling-off period has ended and work or sourcing has commenced.

This includes circumstances where the customer:

  • changes their preferred design;
  • selects an incorrect ring size;
  • changes their mind about the metal, stone or engraving;
  • no longer requires the jewellery;
  • finds another product elsewhere;
  • decides that the confirmed design no longer suits their personal preference.

This does not affect remedies available where the jewellery fails to meet applicable consumer guarantees.

4. Cooling-Off Period for Custom Jewellery

You may request cancellation within 12 hours of paying the deposit.

After this period, materials may be purchased, stones may be secured, design work may commence and production capacity may be allocated.

Cancellation requests received after the cooling-off period will be considered individually. Any refund will depend on the stage of the order and the costs already reasonably incurred by Bespoke Moment.

Once production has commenced, change-of-mind cancellation will generally not be available.

5. Faulty, Damaged or Incorrect Items

Please contact us as soon as reasonably possible if your jewellery:

  • arrives damaged;
  • has a suspected manufacturing defect;
  • is materially different from the confirmed order;
  • is incorrect due to an error by Bespoke Moment;
  • does not meet applicable consumer guarantees.

Please provide:

  • your full name;
  • order number;
  • a clear description of the issue;
  • clear photographs and videos;
  • photographs of the parcel and packaging where transit damage is involved.

We may ask you to return the item for inspection before determining the appropriate remedy.

6. Minor Problems

Where an issue is minor and can be remedied within a reasonable time, Bespoke Moment may provide an appropriate remedy such as:

  • repair;
  • replacement of an affected component;
  • adjustment;
  • another solution consistent with applicable law.

The remedy will be provided without charge where required under Australian Consumer Law.

7. Major Problems

Where there is a major failure under Australian Consumer Law, the customer may be entitled to reject the item and choose an available remedy, which may include a refund or replacement.

A problem may be major where, for example, the jewellery:

  • is unsafe;
  • is substantially unfit for its normal or disclosed purpose and cannot easily be remedied;
  • is significantly different from the confirmed description or approved specifications;
  • has a problem so serious that a reasonable consumer would not have purchased it had they known.

8. Return Shipping

For approved Gift Jewellery change-of-mind returns:

  • the customer is responsible for return shipping;
  • the parcel must be securely packaged;
  • tracked and insured shipping is strongly recommended;
  • the customer bears the risk of loss or damage until the parcel is delivered to us.

  • all shipping return charges must be pre-paid. We do not accept C.O.D (cash on delivery) deliveries. 

Where a return is required because of a confirmed manufacturing fault, an incorrect item or another issue for which Bespoke Moment is responsible, we will cover or reimburse reasonable return shipping costs where required.

9. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after the refund is processed for it to appear, depending on the bank or payment provider.

Currency conversion charges, foreign transaction fees and exchange-rate differences imposed by a bank or payment provider are outside our control.

10. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This is the standard ACL wording published by the ACCC for warranties relating to goods

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PART 2 - CUSTOM JEWELLERY 

This Custom Jewellery Policy applies to all jewellery designed, sourced, engraved, resized, altered or manufactured according to a customer’s individual requirements.

1. Custom Order Consultation

Customers may provide:

  • inspiration photographs;
  • screenshots;
  • sketches;
  • links;
  • preferred diamond or gemstone details;
  • ring size;
  • metal choice;
  • engraving instructions;
  • budget and design preferences.

Reference images are used to understand the customer’s preferences. We do not guarantee an exact replica of another jeweller’s design.

2. Personalised Quotation

Quotations are prepared according to the information available at the time and may consider:

  • diamond or gemstone specifications;
  • current stone availability;
  • metal type and weight;
  • ring size;
  • design complexity;
  • engraving;
  • certification;
  • production and shipping requirements.

A quotation is valid for the period stated in the quotation. Diamond, gemstone and precious-metal availability or pricing may change before the deposit is paid.

3. Deposit and Final Balance

A 70% deposit is required to confirm the order and commence the custom process.

The remaining 30% balance is payable after the jewellery has been completed and reviewed, and before dispatch.

The finished jewellery will not be shipped until full payment has cleared.

4. Cooling-Off Period

Customers may request cancellation within 12 hours of paying the deposit.

During this period, a selected diamond or gemstone may remain available to other buyers unless Bespoke Moment confirms in writing that it has been reserved.

If the originally selected stone becomes unavailable, we will provide comparable alternatives for customer review and approval before proceeding.

5. Diamond and Gemstone Selection

Where applicable, we may provide:

  • photographs;
  • videos;
  • dimensions;
  • carat weight;
  • colour and clarity information;
  • cut details;
  • digital IGI or GIA report information.

Stone availability can change quickly. A stone is not guaranteed until its reservation or purchase has been confirmed.

We will not knowingly substitute a confirmed centre stone without the customer’s approval.

6. Design Review

After receiving the deposit, we will generally prepare a digital or CAD design within approximately 7 business days.

The customer is responsible for reviewing:

  • overall design;
  • stone shape and arrangement;
  • metal;
  • proportions;
  • setting style;
  • engraving;
  • ring size;
  • other stated specifications.

Production will begin only after the customer approves the design, except where a CAD drawing is not reasonably required for the agreed piece.

7. Changes After Approval

Once the design has been approved and production has commenced, changes may:

  • be impossible;
  • delay completion;
  • require additional materials;
  • require partial or full remanufacturing;
  • incur additional charges.

Any additional cost will be communicated before the requested change proceeds.

8. Production Time

Production generally takes approximately 15 business days after final design approval.

This is an estimate rather than a guaranteed completion date. Timeframes may vary because of:

  • design complexity;
  • material availability;
  • stone availability;
  • supplier capacity;
  • public holidays;
  • quality-control requirements;
  • circumstances outside our reasonable control.

Where a known issue is likely to cause a material delay, we will provide updated information and an appropriate solution. Businesses must provide clear information about likely timing and available solutions where supply is delayed.

9. Final Review

Once completed, we will provide photographs and/or videos for final review.

The customer should promptly notify us if the finished jewellery appears materially inconsistent with the approved specifications.

Minor differences caused by hand-finishing, lighting, photography or natural stone characteristics are not necessarily faults.

10. Ring Size

Customers are responsible for supplying their required ring size.

Where reasonably possible, Bespoke Moment offers one complimentary size adjustment before shipment.

Some designs may have limited resizing capacity, including:

  • full eternity bands;
  • intricate pavé settings;
  • engraved bands;
  • tension settings;
  • rings with stones around the entire band.

After dispatch, resizing, shipping and related costs may apply where the customer supplied the incorrect size.

Where the incorrect size results from an error by Bespoke Moment, an appropriate remedy will be provided.

11. Handcrafted Variations

Custom jewellery is individually produced and may have minor variations in:

  • finish;
  • polish;
  • texture;
  • colour;
  • setting alignment;
  • stone appearance;
  • proportions;
  • hand-finished details.

Such variations are acceptable only where they are minor and the item continues to match the agreed description and applicable consumer guarantees.

12. Custom Order Cancellations and Returns

Custom orders are not eligible for change-of-mind returns after the cooling-off period and commencement of sourcing, design or production.

Nothing in this section limits remedies available under Australian Consumer Law where the item is faulty, unsafe, materially inconsistent with the confirmed order or otherwise fails to meet a consumer guarantee.

13. Contact Us

Bespoke Moment
Email: hello@bespokemoment.com
Website: bespokemoment.com
Business address: 1516, building No.1, Xuepan Mansion, Panyu, Guangzhou, China.

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PART 3 - WARRANTY POLICY FOR GIFT & CUSTOM JEWELLERY 

Every Bespoke Moment item is inspected before dispatch.

Our voluntary warranty is provided in addition to, and does not replace, rights available under Australian Consumer Law. Consumer guarantees may continue beyond the stated voluntary warranty period depending on the nature, price and expected lifespan of the product.

1. Manufacturing Warranty

Bespoke Moment provides a 12-month manufacturing warranty for Custom Jewellery beginning on the date of complement, and a 3- month manufacturing warranty for Gift Jewellery beginning on the date of delivery.

The warranty covers confirmed defects arising from materials or workmanship during normal and appropriate use.

Examples may include:

  • a setting defect caused by workmanship;
  • structural soldering defects;
  • defective clasps or findings;
  • other manufacturing issues confirmed after assessment.

2. What the Warranty Covers

This warranty covers confirmed manufacturing defects arising during normal wear and appropriate use.

Depending on the item and the circumstances, covered issues may include:

  • defective soldering or structural workmanship;
  • faulty clasps, hinges or findings;
  • a stone setting defect caused by workmanship;
  • a loose stone resulting from a confirmed manufacturing defect;
  • a structural defect in the ring, band, chain or setting;
  • plating or finishing defects present at the time of delivery;
  • another defect in materials or workmanship confirmed through assessment.

A loose or missing stone is not automatically considered a manufacturing defect. The jewellery may need to be inspected to determine whether the issue resulted from workmanship, accidental damage, impact or normal wear.

3. Remedies Under This Warranty

If a manufacturing defect covered by this voluntary warranty is confirmed, Bespoke Moment will provide an appropriate remedy, which may include:

  • repair of the jewellery;
  • replacement of the defective component;
  • replacement of the item, where repair is not reasonably available;
  • another appropriate solution agreed with the customer.

Any repair or replacement provided under this warranty will be carried out without charge for the covered defect.

Where Australian Consumer Law provides the customer with a different or additional remedy, those rights will continue to apply.

4. What Is Not Covered by the Voluntary Warranty

This voluntary warranty does not cover:

  • normal wear and tear;
  • surface scratches, scuffs or polishing marks;
  • gradual fading or wear of plating;
  • tarnishing or discolouration caused by wear, chemicals or environmental exposure;
  • dents, bending, crushing or distortion caused by force;
  • damage caused by dropping, impact or accident;
  • chipped, scratched, cracked or broken diamonds, gemstones, pearls or enamel;
  • loss of the jewellery;
  • theft of the jewellery;
  • loss of a stone caused by accidental damage or impact;
  • stretched or broken chains caused by pulling or catching;
  • damage caused by exercise, sport, gym activities, manual work or heavy lifting;
  • damage caused by chlorine, bleach, perfume, cosmetics, cleaning products or other chemicals;
  • damage caused by improper cleaning or storage;
  • incorrect ring size provided by the customer;
  • discomfort or fit issues caused by the customer’s selected size;
  • damage caused by repairs, resizing or modifications performed by another jeweller;
  • misuse, neglect or failure to follow reasonable care instructions.

These exclusions relate only to this voluntary warranty and do not exclude rights that cannot lawfully be excluded under the Australian Consumer Law.

5. Gift Jewellery

Gift Jewellery is covered by the three-month voluntary manufacturing warranty where a confirmed defect in materials or workmanship arises during normal use.

The warranty does not cover change of mind, personal preference, expected wear, or damage caused after delivery.

Gift Jewellery returns and change-of-mind requests are governed separately by our Refund & Returns Policy.

6. Custom Jewellery

Custom Jewellery is covered by the three-month voluntary manufacturing warranty where a confirmed manufacturing defect arises during normal and appropriate use.

The warranty does not cover issues resulting from customer-approved specifications, including:

  • a ring size confirmed by the customer;
  • an engraving approved by the customer;
  • the customer’s selected metal, diamond or gemstone;
  • proportions or design features shown in an approved CAD design;
  • design limitations explained before production;
  • minor handcrafted variations that do not affect quality, durability or conformity with the approved design.

If the finished jewellery is materially different from the confirmed specifications because of an error by Bespoke Moment, we will assess the item and provide an appropriate remedy.

7. Ring Resizing

Ring resizing is not automatically included under this warranty.

Where the customer provided an incorrect ring size, resizing and shipping charges may apply.

Where the ring was manufactured in a size different from the confirmed order because of an error by Bespoke Moment, we will provide an appropriate remedy without charge.

Certain designs may not be safely resized, including:

  • full eternity bands;
  • rings with stones around the entire band;
  • tension settings;
  • heavily engraved bands;
  • intricate pavé or custom settings.

Any resizing performed by a third-party jeweller may affect the availability of this voluntary warranty if the alteration contributes to the issue.

 8. Stone Security and Ongoing Care

Jewellery settings may experience wear over time, particularly when worn daily.

We recommend that customers:

  • inspect their jewellery regularly;
  • stop wearing the item immediately if a stone moves or the setting appears damaged;
  • avoid wearing jewellery during exercise, sport, manual work or heavy lifting;
  • remove jewellery before swimming, cleaning or using chemicals;
  • store jewellery separately to reduce scratches and impact;
  • arrange professional inspections for frequently worn stone-set jewellery.

Continuing to wear jewellery after a stone or setting becomes visibly loose may cause additional damage.

9. How to Make a Warranty Claim

To request an assessment, please contact us using the details listed in this policy.

Your claim should include:

  • your full name;
  • order number;
  • date of delivery;
  • a clear description of the issue;
  • clear photographs of the jewellery;
  • close-up photographs or videos showing the problem;
  • information about when and how the issue was noticed;
  • photographs of the packaging where relevant.

Please do not send jewellery back without first receiving return instructions from Bespoke Moment.

10. Assessment Process

We will first review the information and photographs provided.

In some cases, we may require the jewellery to be returned for physical inspection before determining:

  • the cause of the issue;
  • whether the issue is covered by the voluntary warranty;
  • whether the issue may be covered by Australian Consumer Law;
  • the appropriate remedy.

A business may reasonably assess a product before providing a remedy.

We will communicate the outcome of the assessment and any available options as soon as reasonably possible.

11. Shipping Costs for Warranty Claims

Where a covered manufacturing defect or another issue for which Bespoke Moment is responsible is confirmed, we will cover or reimburse reasonable return shipping costs where required.

Where the item is found not to have a manufacturing defect and the issue resulted from accidental damage, misuse, wear or another excluded cause, the customer may be responsible for:

  • return shipping;
  • inspection-related costs disclosed in advance;
  • repair costs;
  • shipping the item back to the customer.

No paid repair work will begin without the customer’s approval.

12. Repairs Outside the Warranty

Where an issue is not covered by the voluntary warranty, Bespoke Moment may be able to offer paid repair or maintenance services.

Services may include:

  • ring resizing;
  • polishing;
  • cleaning;
  • replating;
  • clasp repair;
  • stone tightening;
  • replacement of missing stones;
  • setting repair;
  • chain repair;
  • general restoration.

A quotation will be provided before paid work begins.

Availability will depend on the jewellery design, materials and condition.

13. Repairs by Another Jeweller

Repairs, resizing or alterations carried out by another jeweller may affect this voluntary warranty where the third-party work:

  • causes the defect;
  • contributes to the damage;
  • changes the structure or setting;
  • prevents us from determining the original cause of the problem.

However, using another repairer does not automatically remove any rights that the customer may have under Australian Consumer Law.

14. Australian Consumer Law

The three-month voluntary warranty for gift jewellery and The twelve-month voluntary warranty of custom jewellery is an additional promise made by Bespoke Moment. It does not replace or limit the consumer guarantees that may apply under Australian Consumer Law.

Businesses cannot remove consumer guarantee rights by stating that refunds or remedies are unavailable after a fixed period.

The expected durability of jewellery may depend on factors including its materials, price, design and intended use. Consumer guarantee rights may therefore continue after the three-month voluntary warranty has expired.

Mandatory Australian Consumer Law wording

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This wording is required for a written warranty against defects relating to goods supplied to Australian consumers.

15. Contact Us

For refund, return & warranty enquiries or claims, please contact:

Bespoke Moment
Email: hello@bespokemoment.com
Website: bespokemoment.com
Telephone/Whatsapp: +86 13246870790 

Please include your order number and photographs of the issue when contacting us, we will guide you through with the process.