LOHR Returns, Resizing & Aftercare Policy
At LOHR, each piece is carefully made to order and prepared specifically for you. Because of the considered and personalised nature of our jewellery, we do not offer change-of-mind returns. However, we are committed to ensuring your piece fits and wears as intended and offer resizing and aftercare support where appropriate.
1. Change of Mind
LOHR does not offer refunds or exchanges for change of mind, including:
incorrect choice of style
incorrect ring size selected
personal preference after delivery
cancelled proposals or relationship changes
Many LOHR pieces, including engagement rings and made-to-order jewellery, are created specifically for you once your order is placed. For this reason they cannot be restocked or resold.
This does not affect your rights under the Australian Consumer Law (see Section 5 below).
2. Ring Resizing
We understand ring sizing can be difficult, and we aim to help you achieve the correct fit.
Complimentary resize
We offer one complimentary resize on eligible engagement rings within 12 months of delivery, provided:
the ring is in original condition;
the design allows safe resizing; and
the size adjustment is within a reasonable range.
Additional resizing
Further resizes or significant size changes may incur a fee. Shipping costs may also apply.
Designs that may not be resizable
Some designs cannot be resized or may be limited in how much they can be adjusted, including:
full diamond bands
certain pavé settings
complex or structural designs
LOHR will advise whether resizing is safe and appropriate. We may decline resizing if it risks damaging the piece.
3. Adjustments and Modifications
We may be able to assist with minor adjustments to your jewellery after purchase. This may include:
small setting adjustments
stone tightening
minor comfort modifications
These services may incur a labour or material fee depending on the work required.
Design alterations or remakes are not included and will be quoted separately.
4. Return Process (Resizing or Assessment Only)
Before sending any item back to LOHR, you must contact us at:
hello@lohrjewellery.com.au
We will provide return instructions.
Items must:
be securely packaged;
include proof of purchase;
be shipped using an insured and trackable service (unless otherwise arranged).
LOHR is not responsible for items lost or damaged in transit when returned by customers without our instructions.
5. Faulty or Incorrect Items (Australian Consumer Law)
Nothing in this policy excludes your rights under the Australian Consumer Law.
You may be entitled to a repair, replacement or refund if your item:
has a manufacturing fault;
is significantly different from its description; or
fails to meet consumer guarantees.
Normal wear and tear, accidental damage, loss of stones due to impact, improper care, or third-party repairs are not considered manufacturing faults.
If you believe your item is faulty, please contact us as soon as possible and include photographs and a description of the issue.
6. Manufacturing Fault Claim Window
Please contact us within 12 months of delivery to claim under the LOHR manufacturing fault warranty. This sits alongside (and does not replace) your rights under the Australian Consumer Law for major faults, which apply for the lifetime of the product where appropriate.
7. Refund Processing Time
Where a refund is approved (for example, for a manufacturing fault under section 5), the refund is processed within 10 business days of receipt of returned goods, to your original payment method. We will notify you by email when the refund is issued. Bank or card processing times may add a further 3 to 5 business days for the credit to appear in your account.
8. Care and Wear
Fine jewellery is delicate and should be worn with care. Over time, normal wear may include:
surface scratching
metal wear
movement of claws or settings
We recommend periodic inspection and professional cleaning to maintain your piece.
LOHR is not responsible for damage caused by:
impact or accidental damage
exposure to chemicals
sports or heavy activity while wearing jewellery
third-party resizing or repair
9. Shipping for Resizing or Assessment
Customers are responsible for shipping costs to LOHR unless the item is confirmed to have a manufacturing fault.
Return shipping from LOHR will be insured and trackable.
International customers are responsible for any duties, taxes or customs fees associated with sending items to or from LOHR.
10. Insurance
Once your jewellery has been delivered, responsibility for safekeeping passes to you. We strongly recommend arranging jewellery insurance immediately after receiving your piece.
11. Contact
For resizing, servicing or support, please contact:
LOHR Jewellery
Email: hello@lohrjewellery.com.au
Brisbane, Queensland, Australia