Returns Policy

This is our returns policy.


If your new Pontifex Jewellers piece just isn't for you, that's okay. As a valued customer of ours, we wish to make your refund or exchange as simple and stress-free as possible. If you are concerned about your refund or exchange, we recommend that you read on to learn more about how it works.

You can return any merchandise you purchase from to Pontifex Jewellers with your receipt/packing slip, within 14 days for a refund or exchange, all we ask is that the Jewellery is returned to us in "As New Condition", and the item has not been worn.

"As New Condition" is where the item has not been worn, is in pristine condition with no damage, scratches or signs of wear and is accompanied by original receipt and packaging. This policy excludes lay-bys and items ordered specifically for the customer. It is at Pontifex Jewellers discretion to determine whether the goods are of "As New Condition".

Special orders and hand-made pieces of jewellery are not eligible for the Change of Mind Policy.
We do not refund shipping costs for Change of Mind. Return Shipping will be at the customer’s expense.

When returning the item/s please ensure that you include the following:

  • your full name and address
  • the original order number and a copy of your receipt.
  • The Jewellery, including all the original packaging and any Gift with purchases where applicable.
  • The reason for claiming the refund or exchange.

Please note we do not accept returns when:

  • Returned items are not in their original condition, i.e. worn, damaged, altered, or sent without original packaging, security seal, and documentation.
  • Returned items are outside the specified return time frame of 14 days from purchase.
  • A special ordered item or customised piece is not eligible for return.
  • A ring that has been resized for you.
  • We welcome your rights to a refund but should any of the above occur; we reserve the right to return the products to you.