Refund policy

AINO Return & Exchange Policy Summary

Ready Pieces

A ready piece is any product not marked as "Made to Order".

Change of Mind

  • Orders may be cancelled free of charge before dispatch.

  • Once dispatched, orders cannot be cancelled.

  • Change of mind return requests must be submitted within 7 days of delivery.

  • Returned items must be unworn, unused, in original condition, and include all original packaging, certificates, and accompanying materials.

  • Items showing signs of wear, resizing, damage, or alteration are not eligible.

Refunds

  • Approved change of mind returns are subject to a 15% restocking fee.

  • Refunds are issued to the original payment method after inspection and approval.

Exchanges & Store Credit

  • Exchange or store credit may be available subject to approval and item condition.

Faulty or Damaged Items

  • Customers must notify AINO within 3 business days of receiving the item.

  • If a manufacturing fault is confirmed, AINO may offer repair, replacement, store credit, or refund in accordance with Australian Consumer Law.

  • Reasonable return shipping costs may be reimbursed for confirmed faults.

Made-to-Order Pieces

Made-to-order pieces are produced specifically for each order and may include customised specifications, sizes, or special production requests.

Change of Mind

  • Once an order is confirmed, a 50% cancellation fee applies if the customer chooses not to proceed.

  • Production, sourcing, and material allocation may begin immediately after order confirmation.

  • Customers are responsible for reviewing all specifications, measurements, options, and order details before purchase.

Refunds

  • Change of mind refunds are generally not available after production has commenced.

Exchanges & Store Credit

  • Customers may request an exchange or store credit within 3 business days of receiving the item, subject to approval.

Faulty or Damaged Items

  • Customers must notify AINO within 3 business days of receiving the item and provide supporting information and photographs.

  • If a manufacturing fault is confirmed, AINO may offer repair, remake, replacement, store credit, or refund in accordance with Australian Consumer Law.

  • Reasonable return shipping costs may be reimbursed for confirmed faults.

Not Considered Faults

The following are not considered manufacturing faults:

  • Change of mind

  • Customer-approved design choices or specifications

  • Incorrect sizing selected or confirmed by the customer

  • Normal wear and tear

  • Damage caused by misuse, impact, improper handling, storage, or care

  • Minor variations in handcrafted finishes, diamonds, gemstones, precious metals, colour, tone, scale, or light reflection

  • Natural characteristics of diamonds, gemstones, and precious metals

Australian Consumer Law

Nothing in this policy excludes rights available under Australian Consumer Law. Where a product is confirmed to have a manufacturing fault or major failure, remedies will be provided in accordance with applicable consumer protection laws.