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Refunds & Returns Policy

REFUNDS & RETURNS POLICY

Jewel House Australia A.B.N.47398829235 (weusour, or Jewel House Australia) makes every effort to be fully transparent at all times. Accordingly, we have developed this Refunds & Returns Policy to ensure that you are fully aware of your rights with respect to refunds and returns.

RETURNS AND REFUNDS

If you are concerned about your entitlement to a refund or exchange, we recommend that you read on to learn about your rights and our obligations to you.

Your entitlement to a refund or exchange

Please note that we do NOT accept “change of mind” refunds, so please choose items carefully. We do offer store credit in case you want a different size. All exchanges must be made within 7 days (domestic) or 20 days (international) of item receipt and will be processed as store credit or exchange.

You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange if an item has a major problem, or is significantly different to what you asked for.

Please note: All items MUST BE unworn, returned in their original condition and in their original packaging. Items that are not in re-saleable condition will NOT be accepted.

We are unable to accept return of custom items and earrings or pierced jewellery unless they are faulty due to health and hygiene regulations.

RETURNING ITEMS TO US

If you wish to return an item to us, contact us ASAP via email to organise a return authorisation. You must provide us with your full name and address, the original order number, and the reason for claiming the refund or exchange.

Please note that we only accept exchanges within 7 days (domestic) or 20 days (international)  of you receiving your parcel. Delayed claims for refunds or exchanges may lead to your request for an exchange or refunds being rejected.

We reserve the right to assess the condition of a returned item prior to offering a refund or exchange. This may result in a refund or exchange being refused by us. You may be entitled to a refund equal to the cost of the item only. You may be entitled to an exchange for an identical item, or one of a similar value.

HOW TO RETURN ITEMS

Items must be returned in their original packaging. Package the item/s in a padded envelop or box that will prevent damage in transit.

Jewel House Australia takes no responsibility for items that are returned but become lost, or not delivered to us. If you are concerned about loss or damage in transit, you should consider adding tracking or insurance. However, this is at your sole discretion, and Jewel House Australia makes no representations or warranties in relation to the security of returned item/s.

Return shipping address will be emailed to you once the return is authorised.

Upon receipt of the item/s, we will inspect them and if they are returned in accordance with this Refunds & Returns Policy and we are satisfied that you are entitled to a refund or exchange, we will issue you with a refund or exchange.

RETURN DELIVERY CHARGES

We recommend you return the item to us via Registered Post so that the delivery can be tracked. All shipping costs will be the responsibility of the customer, until such time that we have confirmed that there is a fault with a product or that we have made a shipping error.

PROVISION OF REFUNDS OR EXCHANGES TO YOU

If after assessing the condition of the returned item/s, your refund is approved, we will send you an email confirming that your refund will be issued. Refunds will generally be processed within five (5) of our receipt of returned items. Please contact us if you have not received your refund within five (5) days of us notifying you that a refund has been issued.

ENQUIRIES

Please email us if you have any questions regarding our Refunds & Returns Policy.

Refunds & Returns Policy last updated on 23 September 2021.