Refund policy

Effective date: 16 May 2026

This Returns and Refunds Policy sets out your rights to return or exchange items purchased from AGOVIA. It applies in addition to the rights and remedies you have under the Australian Consumer Law (ACL), which cannot be excluded.

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantees, rights, or remedies that apply to you under the ACL or any other applicable law that cannot be excluded.

1. Ready-to-wear pieces — change of mind

We accept returns of unworn ready-to-wear pieces within seven (7) days of delivery for an exchange or store credit only. We do not offer refunds for change of mind.

To be eligible, the item must be:

Unworn, unused, and in its original, unaltered condition.
Returned with all original packaging, presentation boxes, tags, and any accompanying documentation.
Free from signs of wear, sizing, polishing, engraving, modification, or damage of any kind.

All returns must be approved by us in writing before the item is sent. To request approval, contact hello@agovia.com.au within the 7-day window quoting your order number.

Return shipping is the responsibility of the customer. We strongly recommend using an insured, tracked service. AGOVIA is not responsible for items lost, stolen, or damaged in transit while being returned.

Once we receive the returned item, we will inspect it. If the item meets the conditions set out above, we will issue a store credit (valid for twelve (12) months) or arrange the requested exchange. If the item does not meet the conditions, we will contact you to arrange return of the item at your cost.

2. Bespoke, made-to-order, and personalised pieces

Bespoke commissions, made-to-order pieces, and any item that has been resized, engraved, altered, or otherwise personalised are not eligible for return, exchange, or refund for change of mind, including where:

You have approved any sketch, CAD, render, wax model, cast, mould, stone selection, fitting, or other production stage; or
Production has commenced following your written acceptance of a quote or payment of a deposit.

Bespoke commissions are governed by our Bespoke Commission Terms and Conditions, which set out the design approval process, payment schedule, scope, and treatment of natural variance in materials and handmade production. Your written approval at each stage forms part of the agreed specifications.

This clause does not exclude your rights under the ACL where a piece has a major or minor failure under the consumer guarantees (see clause 5 below).

3. Sample, sale, and discounted items

All sample, sale, archive, and discounted items are final sale. They are not eligible for return, exchange, refund, or store credit for change of mind. The consumer guarantees under the ACL continue to apply.

4. Items not eligible for return

In addition to the items above, the following are not eligible for change-of-mind returns:

Earrings (for hygiene reasons), unless faulty.
Items that have been worn, resized, altered, engraved, or otherwise personalised.
Items returned without prior written approval, or returned outside the applicable window.
Items damaged by the customer or by a third party (including postal or courier services after dispatch by us).

5. Faulty items and your rights under the 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 to 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.

If you believe a piece is faulty or does not meet a consumer guarantee, please contact us at hello@agovia.com.au within a reasonable time of identifying the issue, providing your order number, a description of the issue, and clear photographs. We may ask you to return the piece to us, at our cost, so that we can inspect it.

If a fault is established, we will offer an appropriate remedy in accordance with the ACL. Minor failures may be remedied at our election by repair, replacement, or refund. Major failures (such as goods that are unsafe, significantly different from the description, or unfit for their disclosed purpose and cannot easily be made fit) entitle you to choose between a refund, replacement, or to keep the goods and recover compensation for the drop in value.

The following are not faults and do not entitle you to a remedy:

Natural variation in gemstones (including colour, tone, clarity, inclusions, and proportions) where this variation is within the range you were advised of, or is inherent to the stone selected and approved.
Hand-finished variation in our pieces (including minor differences in finish, prong structure, stone seating, weight, surface texture, and proportions) where the piece is consistent with the approved specification and design direction.
Wear and tear, damage caused by misuse, accidents, exposure to chemicals or harsh environments, or failure to follow the care guidance we provide.
Modifications or repairs performed by anyone other than AGOVIA or an AGOVIA-approved jeweller, which void any AGOVIA warranty and may affect ACL rights to the extent permitted by law.

6. Repairs and aftercare

We offer complimentary minor adjustments (such as initial sizing and a one-off polish) for ready-to-wear and bespoke pieces within three (3) months of delivery. Repairs for damage caused by wear, misuse, accident, or third parties are quoted separately and charged at AGOVIA's prevailing rates. Aftercare and resizing requests do not constitute grounds for return.

7. Refund processing

Where a refund is required under the ACL or otherwise agreed by us in writing, refunds are issued to the original payment method within ten (10) business days of approval. Bank processing times may add further delay. Store credits are issued by email and are valid for twelve (12) months from the date of issue. Store credits cannot be redeemed for cash.

8. Third-party opinions

Opinions provided by third-party jewellers, valuers, or any other person who was not involved in the design or production of the piece are not binding on AGOVIA and do not establish a fault. Where you obtain a third-party opinion, please share it with us as part of your enquiry; we will assess any concern against the approved specification and applicable consumer guarantees.

9. How to request a return or report an issue

To request a return, exchange, or report an issue, email hello@agovia.com.au with:

Your order number and the name on the order.
A description of the item and the reason for your request.
Clear photographs of the item (including any damage or fault).
Your preferred remedy (where applicable).

Returns sent without prior written approval will not be processed and may be returned to you at your cost.

10. Governing law

This Policy is governed by the laws of Victoria, Australia. Disputes that are not resolved between us may be referred to the Victorian Civil and Administrative Tribunal (VCAT) where it has jurisdiction, or to the courts of Victoria.