Refund Policy
Last updated: 17 October 2026
At SUSI, every ring is thoughtfully designed and carefully handcrafted. We want you to feel confident when choosing your jewellery and to enjoy your SUSI piece for many years to come.
Please read our Returns & Exchanges Policy before placing your order.
CHANGE-OF-MIND RETURNS
We encourage our customers to choose carefully before purchasing.
SUSI does not offer returns, refunds or exchanges for change of mind.
This policy applies to all purchases, including sale items, pre-orders, made-to-order pieces and personalised designs.
Your rights under Australian Consumer Law are not affected by this policy.
FAULTY, DAMAGED OR INCORRECT ITEMS
Every SUSI ring is carefully inspected before dispatch.
If your ring arrives faulty, damaged or is not the item you ordered, please contact us within 21 days of receiving your order, where possible, so we can assist you promptly.
Please include your order number, a brief description of the issue and photographs where appropriate.
We may request that your ring be returned for assessment before determining the appropriate remedy.
Depending on the circumstances and your rights under Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
The 21-day contact period is a request to help us resolve issues promptly. It does not limit your statutory consumer rights, which may apply beyond this period.
RETURNING AN ITEM
Please contact SUSI before returning any jewellery so we can provide the appropriate return instructions.
Where reasonably possible, returned jewellery should be securely packaged to protect it during transit.
We recommend using a tracked postal service with signature on delivery.
Where a product fails to meet the consumer guarantees under Australian Consumer Law, SUSI will meet its obligations regarding reasonable return postage or collection costs.
HANDCRAFTED JEWELLERY & NATURAL VARIATIONS
Each SUSI ring is individually handcrafted by skilled jewellers.
Small variations in finish, texture and handcrafted details may occur between pieces.
Natural gemstones, shell and other natural materials may also vary in colour, pattern and appearance.
These natural characteristics are part of the individuality of handmade jewellery and do not necessarily constitute a fault.
However, your jewellery must still meet the guarantees required under Australian Consumer Law, including acceptable quality and correspondence with its description
WEAR, CARE & DAMAGE
Precious metals and gemstones require appropriate care.
Over time, sterling silver may naturally tarnish, and polished surfaces may develop signs of wear.
Damage resulting solely from accidental impact, misuse, improper care or normal wear and tear is generally not considered a manufacturing fault.
Each concern will be considered individually, taking into account the circumstances and applicable consumer rights.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies your rights under Australian Consumer Law.
CONTACT US
If you have any questions about your SUSI jewellery or need assistance with a return, please contact us.
SUSI
Email: susie@susirings.com
Please include your order number when contacting us about a purchase.