Returns
Version 2026-10-23 ·
In short
- If anything’s wrong, we’ll make it right. If your piece arrives damaged or not as you designed it, tell us within 14 days and we’ll refund you in full. If anything fails because of how it was made, within 12 months, we’ll repair or remake it free, or refund you if it can’t be fixed.
- Changed your mind? We’ll remake it. Every piece is made just for you, so we don’t refund a change of mind. Instead, within 30 days of delivery, we’ll remake your piece once into a new design, using the same gold and stones. Resizing is included.
- Your rights: Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
- How to ask: Email concierge@fromayin.com with your order number and a photo. We’ll arrange everything, including insured return postage, at our cost.
The full policy
1. Our promise to you
If anything’s wrong, we’ll make it right.
If your piece arrives damaged or not as you designed it, tell us within 14 days and we’ll refund you in full. If anything fails because of how it was made, within 12 months, we’ll repair or remake it free, or refund you if it can’t be fixed.
Changed your mind? We’ll remake it.
Every piece is made just for you, so we don’t refund a change of mind. Instead, within 30 days of delivery, we’ll remake your piece once into a new design, using the same gold and stones. Resizing is included.
Your rights
Our goods come with guarantees that cannot be excluded under the 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
How to ask
Email concierge@fromayin.com with your order number and a photo. We’ll arrange everything, including insured return postage, at our cost.
2. How to ask
Write to concierge@fromayin.com with your order number, what is wrong (or the new design you would like), and a photo.
We answer with what happens next. If we need the piece back, we send you an insured, prepaid label, so sending it costs you nothing.
A collected piece doesn’t travel by post: if we need it back, we arrange for you to hand it back at your jeweller’s workshop, at our cost. For a collected piece, “delivery” here and in our promise means the day it is collected.
A refund goes back to the card or bank account you paid with, within 10 business days of our agreeing it (or of the piece reaching us, or being handed back at your jeweller’s workshop, when we ask for it back).
3. Remaking your piece
- the new design uses the same stones, and no more metal than the original, less a small allowance for the metal lost in casting;
- a small top-up of metal is allowed for resizing;
- your jeweller replaces any tiny accent stones lost in the remake;
- the remake is made once, within 30 days of delivery, and we arrange the insured postage both ways at our cost (a collected piece is handed back, and collected again, at your jeweller’s workshop).
4. What the promise does not cover
- normal wear, such as scratches and the slow wearing of metal over time;
- accidents and misuse, such as a knock that loosens a stone;
- work by someone else: a piece resized, repaired or altered by anyone other than your jeweller through Ayin;
- natural variation in stones and metal, and differences within the tolerances in our Terms;
- a characteristic of a material that its care note described before you paid, and that you ticked as read: for example plating that softens with wear, or a stone that scratches more easily than diamond;
- rhodium plating on white gold wearing thin, and silver tarnishing: both are normal wear;
- damage to a soft stone, such as opal, pearl or turquoise, from a knock or from chemicals, when its care note was given before you paid.
Under the Australian Consumer Law, goods are not of unacceptable quality only because of something that was specifically drawn to your attention before you agreed to buy them, or because of damage from abnormal use. That is why each care note is shown before you pay, and why we keep what you ticked. A care note never excuses poor workmanship: a stone that was badly set is still covered, whatever its note said.
Your rights under the Australian Consumer Law still apply to all of these.
5. Who gives the promise
- Name: Eliyahu Moshe Leinkram, ABN 98 293 572 810.
- Where: Sydney, New South Wales, Australia.
- Email: concierge@fromayin.com.
Full terms of sale, with the warranty: Terms.
Also: Terms of sale · Privacy · Jeweller terms