Returns Policy

RETURNS POLICY

If you are not completely happy with your purchase, please read our returns policy and conditions carefully to ensure you are eligible to return your purchase and receive a store credit.

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Rebranding Sale Items (Final Sale)

All items purchased as part of our Rebranding Sale (65% off ready-to-ship sterling silver jewellery) are final sale.

We do not offer refunds, returns, exchanges, or store credits on these items for change of mind, incorrect purchases, or sizing issues.

Returns will only be accepted if the item is deemed genuinely faulty or does not match its description.

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Timeframe

For products other than faulty items, to be eligible for a return, the product must be posted within 7 days of delivery:

• Orders within Australia: within 7 days of delivery

• International orders: within 7 days of delivery

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Faulty Items

We will offer a refund on any item within 7 days of purchase if the item:

• Has a genuine manufacturing fault; and/or

• Does not correspond with descriptions given to you

Please note:

• This applies to both regular items and rebranding sale items

• Minor imperfections may be present as items are handmade and do not qualify as faults

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What is NOT considered a fault

The following are not considered manufacturing faults and do not qualify for a refund, return, or store credit:

• General wear and tear over time

• Tarnishing or oxidation of sterling silver

• Fading, wearing, or chipping of enamel or plating

• Scratches, marks, or surface wear from use

• Damage caused by exposure to moisture, chemicals, perfumes, lotions, or cleaning products

• Improper care, storage, or handling

Sterling silver is a natural material and is prone to tarnishing over time. This is a normal characteristic of the material and not a fault.

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Faulty Item Requests

To request a faulty item return:

• Include your original invoice number

• Provide clear photographs and videos of the issue

If both are not provided, the request will be denied.

We aim to respond within 3 business days.

Refunds for faulty items will be issued to the original payment method.

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Change of Mind (Non-Sale Items Only)

Subject to the above timeframes, we offer store credit only for change of mind if:

• The item has not been worn, altered, and is in pristine condition suitable for resale

• The item has not been damaged whilst in the customer’s possession or during delivery

• Proof of purchase is provided

• The item is in its original packaging

• The item is not personalised

Personalised items cannot be refunded, returned, or exchanged due to change of mind unless faulty.

Damage includes (but is not limited to) the presence of fake tan, makeup, marks, or any scent such as perfume, deodorant, or washing products. Discolouration is also considered damage.

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Other Conditions for Returns

• You must contact us prior to sending your return

• A completed returns form must be included

• A 10% restocking fee applies to approved non-faulty returns

• Items cannot be returned and repurchased to claim a discount or sale

• We do not offer exchanges

Returns must be sent to the address provided on your returns form and received before any store credit or refund is issued.

We are unable to process returns until items are received and inspected.

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Shipping & Responsibility

• Return shipping costs are the customer’s responsibility for change of mind returns

• We do not refund or credit return postage costs

• We are not responsible for items lost or damaged during return transit

• We recommend keeping your tracking number

If returned goods are found to be worn, damaged, altered, or outside the allowed timeframe, they will be sent back to you.

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Store Credit

Unless the item is faulty:

• Approved returns will be issued as store credit only

• Store credit excludes original shipping costs and is subject to the 10% restocking fee

• Store credits are valid for 12 months

• Store credits are issued via email as a discount code

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Additional Conditions

Unless the item is faulty:

• Personalised items cannot be returned or exchanged

• Earrings and hair pieces cannot be returned for hygiene reasons

• Discounted or sale items (excluding rebranding sale items) may be returned at our discretion

• We cannot hold items while waiting for a return

Azela Jewellery is not required to provide a refund for change of mind.