Returns & Refunds Policy

  • Returns & Refund Policy

Refunds will be assessed on a the individual merit of the concern or issue raised by the customer. We adopt fair policies to ensure a good experience based on fairness and on individual circumstances is maintained at all times.

We may decline a refund at times when a customer changes their mind about a product they have purchased based on little rationale or financial conduct that is the responsibility of the customer at the time of purchase. We may decide to decline a refund request if the item has been sent already and the customer has simply changed their mind.

If you contact your payment provider they will ask you to contact us so please do not contact Afterpay or Humm as we are able to handle your request. 

Do not contact your Bank as they do not provide refunds and will urge you to discuss this with us. You may be charged fees from a collector if you receive items and you do pay on receipt through the payment gateways provided and enforce a chargeback. We may seek to pass the amounts to a debt recovery agency if the item has been delivered.

Upon receiving the product, we will take the required action which includes thorough testing of the goods (where applicable) to ensure that the item has not be altered or tampered with in any way. We cannot refund the original delivery costs relating to the return of non-faulty product however. This is the responsibility of the customer and at their cost.

To be eligible for a return or refund (if approved), your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We may ask for photo evidence to support your claim before commencement of the return in order to ascertain whether the assertion made by the customer is correct or accurate or whether a mistake has been identified. Detailed photos clearly showing the discrepancy are required if requested. Poor quality photos are not adequate.

  • Returns and Refunds explained

Goods purchased by the customer, are in transitory states and have accepted delivery costs to onlinejewelleryshop  - purchases are bound by a purchase agreement and cannot be refunded until items are returned OR the customer has changed their order position based on shipping times for which they were not aware (did not read) before making a purchase as well as items that have already been shipped. Customers are responsible for reading the shipping terms before completing purchases. The purchase of goods from Online Jewellery Shop constitutes acceptance of these terms set out. We operate and adopt fair policies to protect both the customer and Online Jewellery Shop from an unfair transaction under The Australian Competition and Consumer Commission guidelines in the appropriate sections of the law.

For more information or to obtain a copy:

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

To complete your return, we require a receipt or proof of purchase where this information is not clear an order number will be requested.

Please do not send your purchase back to the manufacturer.

(!) Any item that is returned more than 30 days after delivery - no refunds are applicable unless proven defective.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund - assessed on a case by case basis..


If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within an acknowledged or identified time frame, ie; Afterpay or Credit Card of origin. In some instances we will recommend a store credit depending on the nature of the order and circumstances surrounding the customers request or assertions made by the customer.

Late or missing refunds (if applicable

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is clears to your nominated financial institution. Please contact your bank. There is often some processing time before a refund is re-enters your account. If the customer has taken these steps and they still have not received a refund, please contact us by pressing contact us on messenger or email.

Exchanges (if applicable)
We will only replace items if they are defective or damaged. If you need to exchange it for the same item, press contact us.

Shipping (see SHIPPING for a more detailed outline of terms)
To return your product, please press contact us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

Please note: Address only accepts mail and small parcels. There is no customer service or person to person contact available at this address.

 

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