Refund policy

Last updated: 30 August 2026

1. Your Consumer Guarantee Rights (ACL)

Under the Australian Consumer Law (ACL), you have non-excludable rights for goods purchased from us. If a product has a major failure, you are entitled to choose a refund or replacement. If a product has a minor failure, we will repair it within a reasonable time.
Our policy operates in addition to (not instead of) your statutory rights under the ACL. Nothing in this policy limits your ACL guarantees.
Examples of major failure:
  • The item has a problem that would have stopped you from buying it if you had known about it
  • The item is unsafe
  • The item is significantly different from the sample or description
  • The item doesn't do what we said it would, or what you asked for, and cannot be easily fixed

2. Change-of-Mind Returns

We offer a 14-day change-of-mind return policy for eligible items, in addition to your ACL rights:
Eligibility
Conditions
✅ Eligible
Stock rings, earrings, necklaces, bracelets (non-modified) in original condition with tags attached
✅ Eligible
Unengraved items in original, unworn condition
❌ Not Eligible
Custom, bespoke, or made-to-order items
❌ Not Eligible
Engraved or personalized items
❌ Not Eligible
Story Diamond orders (production begins on deposit)
❌ Not Eligible
Earrings and body jewellery (hygiene reasons) once the hygiene seal is broken
❌ Not Eligible
Items damaged by misuse or wear

3. Return Process for Change-of-Mind

  1. Contact us within 14 days of delivery at hello@labgrownpro.com with your order number and reason
  2. Receive RMA (Return Merchandise Authorisation) and return instructions
  3. Ship the item to our QLD address (return shipping at customer's expense, fully insured)
  4. Inspection (3-5 business days upon receipt)
  5. Refund issued to the original payment method within 5-10 business days of inspection approval
A 15% restocking fee applies to change-of-mind returns to cover inspection, repolishing, and restocking. Original shipping costs are non-refundable.

4. Faulty or Defective Goods (ACL Remedy)

If your item is faulty, defective, or not as described, you are entitled to a full remedy under the ACL:
  1. Contact us at hello@labgrownpro.com within a reasonable time
  2. Provide evidence (photos, description of the issue, IGI certificate number if applicable)
  3. Assessment: We will assess whether the failure is major or minor
  4. Remedy (customer's choice for major failure):
    • Refund (full purchase price, including original shipping)
    • Replacement (identical or equivalent item)
    • Repair (for minor failures, within a reasonable time)
Timeframes:
  • Major failure → Refund or replacement within 5-10 business days of assessment
  • Minor failure → Repair within 30 days, or refund/replacement if repair is not completed in a reasonable time

5. IGI Certificate Verification

All IGI-certified loose diamonds and certifiable set diamonds include a verifiable IGI certificate number. If an independent IGI re-grading reveals a discrepancy greater than one grade in any of the 4Cs, we will offer a full refund or replacement at the customer's discretion.

6. Pearl Quality Guarantee

Freshwater pearls are natural products with individual characteristics. Minor variations in lustre, shape, and surface are normal and do not constitute a defect. A defect is defined as:
  • Cracked or broken pearl nacre
  • Drill hole damage affecting structural integrity
  • Significant colour treatment not disclosed at point of sale

7. Custom and Bespoke Orders

For custom, bespoke, engraved, and Story Diamond orders:
  • A 50% non-refundable deposit is required to commence production
  • No change-of-mind returns are accepted once production has begun
  • ACL remedies still apply for faulty or defective goods
  • Production timeline: 4-8 weeks. Delays beyond 12 weeks entitle the customer to a full refund of all amounts paid

8. Wholesale/B2B Orders

For wholesale partners operating under our Partner Program:
  • Minimum order quantities apply
  • Net 14-day payment terms for approved accounts
  • Returns only accepted for defective goods (ACL remedy)
  • No change-of-mind returns on wholesale orders

9. Refund Method and Timing

  • Credit card / PayPal: 5-10 business days to original payment method
  • Afterpay / Zip: Adjusted through the BNPL provider's system
  • Store credit: Issued immediately upon inspection approval, valid for 12 months

10. How to Initiate a Return

📧 Email: hello@labgrownpro.com
📞 Phone: +61 431 172 256
📍 Return Address: LabGrownPro, 42-44 Goenoeng Drive, Tanah Merah QLD 4128, Australia
Please include your order number, the item details, and a description of the issue (for faulty items, attach photos).

11. Dispute Resolution

If you are not satisfied with our resolution, you may contact:
  • Queensland Office of Fair Trading: qld.gov.au/fair-trading
  • Australian Competition and Consumer Commission (ACCC): accc.gov.au
  • Nothing in this policy limits your right to pursue formal dispute resolution.