Returns & Refunds Policy

Order Changes & Cancellations

Timeframe: Orders can be changed or canceled within 12 hours of placing them. After this period, no modifications can be made as processing will have begun.

How to Request: Contact our customer service with your order number or full name. We will confirm the change or cancellation via email.

Adding Items: If you wish to add items, please place a separate order.

Refund Processing: If canceled within 12 hours, the refund will be processed immediately, and funds will be returned within 1–10 business days, depending on your bank.

Returns, Replacements, & Refunds

Timeframe: You have 180 days from the delivery date to request a refund, replacement, or exchange.

Return Condition: Items must be returned in original condition within 60 days after we provide the return address.

Cash Refunds: Only available for damaged items, errors (e.g. wrong item received), or lost shipments.

No cash refunds for:

  • Custom engraved or personalized items
  • Change of mind or personal preference (e.g. if you just didn't like the look of a ring on your finger after delivery)

Replacements & Exchanges: One exchange is allowed for all orders, including incorrect sizing, custom engraved or personalized items, damages, change of mind, or personal preference.

A second, additional exchange will require an extra fee. After the second exchange, items must be repurchased at full price if further changes are needed.

Store Credit: Available for all eligible returns, issued as an e-Gift card sent to your email address and valid for 2 years.

Gift Cards: Are non-refundable.

Lost, Stolen, or Delayed Packages

  • Non-Delivery: If your item has not been delivered at least 15 days past the longest estimated delivery date on your order confirmation email, you qualify for a replacement or refund.
  • Damaged Items: If your item arrives damaged, submit clear photos to support@justpromiserings.zendesk.com within 180 days for review. If approved, you qualify for a replacement or refund (this will be processed after the order has been returned and received by us).
  • Marked as Delivered: We do not issue refunds or replacements for items marked as delivered by the shipping courier.
  • Incorrect Address: We are not responsible for undelivered orders due to incorrect or incomplete addresses provided at checkout.
  • Customs/Shipping Delays: We are not liable for third-party shipping, customs, or import delays.

Return Shipping Costs

For exchanges or change of mind: Customers cover their own return shipping, but we cover the shipping cost for replacements.

For damaged items or errors on our part: We cover up to $20 AUD of return shipping, provided as store credit only.

No cash refunds will be given for return shipping costs.

Return Address

Returns must be sent to our store in Victoria, Australia. The exact return address will be provided after you contact us to request a return.

Sales, Personalized, and Gift Items

  • Sale Items: Refunds are for the discounted value paid.
  • Personalized and custom Items: Eligible for exchange or store credit only.
  • Gift Items: Eligible for exchange or store credit only.

Late or Missing Refunds

If you haven’t received a refund, check with your bank. If unresolved, please contact customer service.