Returns & Refund Policy

Effective from 8 October 2026

At Dimis Designs, we understand that jewellery is deeply personal. Whether you are choosing a piece from our Gratitude Ring Collection, commissioning a bespoke ring or transforming a treasured heirloom, we want you to feel confident in the care and craftsmanship behind your jewellery.

This policy explains our approach to returns, exchanges, cancellations, resizing and repairs.

Your rights under Australian Consumer Law and other applicable consumer protection laws remain unaffected by this policy.

1. Bespoke, Transformation & Personalised Jewellery

Our bespoke and transformation jewellery is individually designed and handcrafted for each client.

This includes:

• Bespoke engagement rings and custom jewellery

• Heirloom remodelling and transformation jewellery

• Jewellery made to your individual specifications

• Personalised and engraved jewellery, including engraved Gratitude Rings

Change-of-Mind Returns

Because these pieces are created specifically for you, we do not offer voluntary change-of-mind returns or exchanges once the order or commission has been confirmed.

This does not affect your rights if the jewellery fails to meet applicable consumer guarantees.

2. Cancellations & Bespoke Deposits

If you wish to change or cancel an order, please contact us as soon as possible, preferably within 24 hours of purchase.

For bespoke and transformation commissions, a 60% deposit is generally required before work begins.

Cancellation requests will be considered according to:

• The stage of design and production

• Work already completed

• Gemstones and materials purchased or committed to the commission

• The terms agreed in your individual proposal

Any amount retained following a cancellation will be assessed in accordance with the agreed commission terms and applicable law. Deposits are not automatically forfeited in every circumstance.

Once production has begun, changes may not be possible or may involve additional costs. We will discuss these with you before proceeding.

Nothing in this section limits your statutory rights, including where Dimis Designs fails to meet applicable consumer guarantees.

3. Returns & Exchanges — Ready-to-Ship Jewellery

We accept voluntary change-of-mind returns for eligible, non-personalised, ready-to-ship jewellery purchased directly from Dimis Designs.

To request a return:

• Contact us within 7 days of delivery.

• Return the item within 30 days of delivery.

• Ensure the jewellery is unworn, unused and in its original condition.

• Include the original packaging, accompanying documentation and proof of purchase.

Email hello@dimisdesigns.com with your name, order number and reason for return. We will provide return instructions.

For voluntary change-of-mind returns, customers are responsible for return shipping. We recommend tracked and appropriately insured postage.

These conditions do not apply to remedies required under consumer law.

4. Refunds

Once an eligible change-of-mind return has been received and inspected, we will advise you of the outcome.

Approved refunds will generally be processed to the original payment method within 10 business days.

Your bank or payment provider may require additional processing time.

If more than 15 business days have passed since your refund was approved, please contact us.

Refunds and other remedies for consumer guarantee claims will be handled in accordance with applicable law.

5. Ring Resizing

We offer one complimentary resize on most eligible rings within 30 days of delivery, subject to the design and adjustment required.

Please note:

• Some engraved, gemstone-set or intricate designs may have resizing limitations.

• Certain rings may require additional work or partial remaking.

• Customers are responsible for shipping costs in both directions for voluntary resizing.

• Additional resizing requests may incur a fee.

• Any applicable costs will be explained before work begins.

We recommend confirming your ring size before placing an order, particularly for bespoke or personalised jewellery.

This complimentary service is separate from your statutory consumer rights.

6. Faulty or Damaged Jewellery

We take pride in the quality of our craftsmanship.

If you believe your jewellery is faulty, damaged or does not meet applicable consumer guarantees, please contact us as soon as reasonably possible.

Where available, please provide your order number, a description of the issue and photographs.

We will assess the concern and discuss the appropriate remedy.

Australian Consumer Law

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

For a major failure with goods, you may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.

For a failure that is not major, you are entitled to have the problem remedied within a reasonable time, in accordance with the law.

Consumer guarantees also apply to services, including bespoke and remodelling work, where applicable.

There is no blanket seven-day limit on reporting faults. Your rights depend on the nature of the problem and the applicable law.

7. Repairs & Ongoing Jewellery Care

Fine jewellery deserves thoughtful care throughout its lifetime.

If your jewellery requires attention, please contact us so Dimitar can assess the piece and recommend an appropriate solution.

Repairs arising from accidental damage, misuse or ordinary wear may incur a fee.

Where a concern is covered by applicable consumer guarantees, the appropriate statutory remedy will be provided.

We recommend periodic inspections for frequently worn jewellery, particularly rings with gemstone settings.

8. Items Excluded from Voluntary Change-of-Mind Returns

Unless otherwise agreed, we do not offer change-of-mind returns for:

• Bespoke and custom-designed jewellery

• Transformation and heirloom remodelling commissions

• Jewellery personalised or engraved to your specifications

• Made-to-order jewellery

• Gift cards

• Sale or promotional items

These exclusions apply only to voluntary change-of-mind returns and do not limit statutory consumer rights.

9. International Orders

International purchases may be subject to additional consumer protection laws.

For eligible distance purchases delivered to consumers in the European Union, a statutory 14-day withdrawal right may apply. Certain goods, including those made to a customer's specifications or clearly personalised, may be exempt.

Where applicable, we will honour statutory cancellation and return rights under the relevant law.

International customers should contact us before arranging a return so we can provide appropriate instructions.

10. Our Commitment

At Dimis Designs, every piece is approached with care and respect for the person and story behind it.

If you have a concern about your jewellery or experience with us, we encourage you to get in touch.

We are committed to responding thoughtfully, fairly and in accordance with your consumer rights.

11. Contact Us

Dimis Designs

Brisbane, Queensland, Australia

Email: hello@dimisdesigns.com

Phone: +61 494 566 645

Website: www.dimisdesigns.com