Refunds & Cancellations Policy

Second Life Gems

Due to the custom, made-to-order nature of our work, Second Life Gems maintains the following policy regarding refunds, cancellations, and order changes.

1. Custom Orders

All custom and commissioned jewellery is handmade specifically for you based on your enquiry, design preferences, and specifications. As such:

Concept fees and deposits are non-refundable

Once production has commenced, orders cannot be cancelled

Finished custom pieces are not eligible for return, refund, exchange, or resizing

Please ensure all details (including ring size, materials, gemstones, and timeframes) are accurate before confirming your order.

2. Change of Mind

We do not offer refunds or exchanges for change of mind on custom work.

Once a deposit is paid and the design is approved, your order is final. Alterations after this stage may not be possible, or may incur additional charges if materials have been sourced or work has commenced.

3. Order Cancellation (Before Production)

If you choose to cancel your order before production has begun:

The $100 AUD concept fee will be retained to cover communication, design work, and any sourcing already undertaken

If a deposit has been paid, it is non-refundable

You may request written confirmation of your cancellation at any time by emailing contact@secondlifegems.com

Pre-Made Pieces (Online Shop)

For ready-made jewellery purchased directly from our online shop:

Returns are accepted within 7 days of delivery, provided the item is unworn, unused, and in its original packaging

To request a return, please email contact@secondlifegems.com with your order details and reason for return

If the return is approved, the customer is responsible for return shipping

A full refund (excluding original shipping fees) will be issued once the item is received and inspected

Returns are not accepted for:

Sale or discounted items

Items that have been worn, damaged, or altered after purchase

Earrings, due to hygiene reasons

4. Refunds Due to Fault

If you believe your piece is faulty due to a defect in materials or craftsmanship, please refer to our 12-month Warranty Policy.

We will assess all claims on a case-by-case basis and offer a repair, replacement, or refund where appropriate.

Refunds are not offered for:

General wear and tear

Damage caused by misuse, impact, water, or improper storage

Unauthorised repairs made by third parties

5. Shipping and Return Costs

If a refund or repair is approved under warranty, we will cover return shipping.

For any returns or repairs not covered under warranty, shipping to and from our studio is the responsibility of the customer.

Refunds for approved returns will be processed to the original payment method within 5–7 business days of receiving the item.

Contact Us

If you have questions regarding cancellations or refunds, please contact:

Second Life Gems

Email: contact@secondlifegems.com

ABN: 57 536 393 086

Business Address: Ballarat, Victoria