Refund policy

Effective Date: 1st Sept 2025

At Teddy & Oak, we want you to feel completely at ease with your purchase. We understand that sometimes things don’t go as expected, and we're here to help make it right.

We proudly follow the Australian Consumer Law, which means you're protected by automatic rights to refunds, repairs, or replacements where required.

Your Rights Under Australian Consumer Law

You are entitled to a refund, replacement, or repair if your jewellery:

  • Arrives with a major fault or defect

  • Is very different from what was described or shown

  • Doesn’t do what we promised it would

  • Is not of acceptable quality (e.g. damaged)

These guarantees apply automatically and can’t be taken away.

Change of Mind Returns

We understand that tastes and needs can change. While we do accept change of mind returns, a few gentle conditions apply:

  • Jewellery must be unused, and in their original packaging

  • We cannot accept return of earrings or custom orders 

  • Returns must be requested within 14 days of receiving your order

  • You’ll need to provide proof of purchase (like your order number or receipt)

  • Return postage is your responsibility unless the item is faulty

Once we receive and inspect your return, we’ll issue a refund back to your original payment method.


Faulty, Damaged or Incorrect Items

We do our very best to ensure each item arrives in perfect condition — but if something goes wrong, we’re here to sort it out with kindness and urgency.

If your order is damaged or incorrect, please:

  1. Contact us at contact@teddyandoakdiamonds.com within 2 days of receiving it

  2. Include your order number, a brief description of the issue, and photos if possible

  3. We’ll offer you a prompt solution: a refund, a beautiful new replacement, or a repair where appropriate


Where to Send Returns

We will provide a return address upon acceptance 

A Gentle Note

  • We can’t refund gift cards or sale items, unless they’re faulty

  • Refunds are always returned to the original payment method (e.g. PayPal, credit card)

Thank you for choosing us, your purchase means the world to us!