Returns and Refunds
Our Commitment to You
Gemfish Opals Pty Ltd (trading as Black Opal Direct, ABN 18 050 293 993) stands by every purchase. If you ever feel disappointed or change your mind, we’re here to help.
30-Day Money-Back Guarantee
Eligibility:
Most ready-made items qualify, except sale items, “Create Your Own” pieces, custom jewellery, and any rough opal that has been worked.
Guarantee Period:
- You have 30 days from the date of purchase to request a refund or exchange—no hard feelings.
Your Rights Under Australian Consumer Law
Even beyond our 30-day promise, you’re entitled to a refund or exchange if an item:
- Has a major fault, or
- Is significantly different from what you ordered.
To claim under these rights, please provide:
- Your full name and address
- Original order number
-
Description of the issue
How to Return an Item
1. Contact us first: Email or chat with us as soon as you know you’d like to return an item so we can advise on customs disclosures and the correct return address. Please provide:
- Your full name and address
- Original order number
- Description of the issue
2. Pack securely: Use a sturdy box or bag—ideally the original packaging—to prevent damage in transit.
3. Ship at your discretion: We recommend tracked and insured delivery; you’re responsible for return postage until we confirm receipt. Please note the different addresses for postal and courier services.
4. Advise the tracking details so that we may track the return and ensure that the package is handled correctly through customs (if applicable).
If you’re shipping internationally, undeclared or incorrectly declared returns may incur duties, taxes (including GST), or delays. Please follow our written instructions to avoid these extra costs.
What Happens Next
Inspection: Once your return arrives, we’ll inspect the item’s condition.
Decision: If it meets our policy criteria, we’ll approve your refund or exchange.
Refund timing: Expect your refund (less original shipping) to your payment method within 2–5 business days of approval.
Bank transfers: If you paid by direct transfer, please provide IBAN, SWIFT/BIC, and routing details.
Tip: If you haven’t seen your refund within five days after approval, contact us and we’ll chase it up with your bank.
Exchanges
If you’d prefer an exchange for an identical item or something of equal value, let us know when you request your return. We’ll process it as soon as your original item is approved.
Questions?
We’re here to make this easy. Contact us anytime with questions about returns, refunds, or your order.
Policy last updated: 1 July 2025