Refund policy
Facet Lane Returns Policy
At Facet Lane, every diamond is selected with care and attention and we want you to feel just as confident in your purchase as we are in our sourcing.
Because of the bespoke nature of our offering, we do not offer change-of-mind returns on all items. Each diamond is either individually sourced for you, or part of a curated, limited collection. Please read all diamond details carefully before purchasing, and feel free to contact us with any questions prior to placing your order.
Change of Mind Returns for Loose Diamonds
For Australian customers, loose diamonds that are labelled as returnable may be returned for a refund or exchange within 7 days of delivery, provided they are unworn, undamaged and returned in their original packaging.
A $100 restocking fee applies per diamond returned. The original shipping fee is non-refundable, and return shipping costs are the responsibility of the customer.
To request a return, please email hello@facetlane.com.au with your order number and the reason for return. We will provide detailed instructions for the next steps. Once the item is received and inspected, your refund will be processed to the original payment method within 7–10 business days.
Unfortunately, due to shipping times and import duties, Facet Lane does not accept change of mind returns for purchases made out of Australia.
Change of Mind Returns for Create a Ring, Ready-made Jewellery and Custom Jewellery
Ready-Made Jewellery, ‘Create a Ring’ settings and Custom Jewellery, including any loose diamonds set within them, are not eligible for change-of-mind returns.
Custom Jewellery: During the Custom Jewellery design process, it is very important you (the customer) thoroughly check all aspects of the design prior to final approval and take the time to clarify any questions or concerns with Facet Lane. Once the final CAD is approved by you (the customer) to go into jewellery production, you are agreeing the design is suitable for your purpose and desires, and acknowledge that the piece is not eligible for a change-of-mind exchange or refund.
Create a Ring: it is very important you (the customer) thoroughly check all aspects of the Create a Ring order prior to checkout and take the time to clarify any questions or concerns with Facet Lane. Once the order is placed by you (the customer), you are agreeing the selected diamond and ring setting is suitable for your purpose and desires, and acknowledge that the piece is not eligible for a change-of-mind exchange or refund.
Cancellation of Create a Ring and Custom Jewellery orders is not possible once an order has been agreed upon, purchased, or a deposit has been placed. Any cancellation of a Create a Ring or Custom Jewellery order will result in a total loss of the payment or deposit.
Other Returns & Refunds
We accept returns or offer refunds for:
- Items that arrive damaged or defective
- Items that are significantly different from the description provided
If any of the above applies, please contact us within 24 hours of receiving your item at hello@facetlane.com.au with your order number along with clear photos.
Wear Responsibly
Facet Lane is not responsible for any typical signs of wear, such as patina of the metal or dulling of metal's shine. Facet Lane is not responsible for any damage that occurs to the jewellery piece as a result from improper care being taken. Please refer to our jewellery care guides for on overview on how to care for your jewellery piece.
Final Sale Items
All custom-sourced, customised, or resized items are final sale, except where otherwise required by Australian Consumer Law.
Need Help?
We’re here to make your diamond purchase feel personal, transparent, and exciting. If you have any questions before or after your order, please get in touch with us at hello@facetlane.com.au, we’re happy to help.