Refund, Returns, and Exchange Policy

Last Updated: 14/02/2025

1. Introduction

At Harry & Co Jewellery, we take pride in the craftsmanship and quality of our jewellery. We understand that purchasing jewellery is a significant investment, and we are committed to ensuring customer satisfaction. This policy outlines the conditions under which refunds, returns, and exchanges are available in compliance with the Australian Consumer Law (ACL).

2. Custom-Made Jewellery

Custom-made jewellery, including bespoke designs, personalised engravings, and modified pieces, is crafted specifically for individual customers. As such, these pieces are non-refundable and non-exchangeable unless:

• The item is faulty or defective.
• The item does not match the agreed specifications or description.
• There is a failure to meet consumer guarantees under ACL.

If your custom piece meets any of the above criteria, please contact us within 7 days of receipt for assessment.

3. Ready-to-Wear Jewellery

We accept returns and exchanges on ready-to-wear jewellery under the following conditions:

• The item is returned within 14 days of purchase with proof of purchase.
• The item is unworn, undamaged, and in its original condition, including packaging and all paperwork (including the GIA certificate).
• The item is not a pierced jewellery piece (e.g., earrings) for hygiene reasons.

If these conditions are met, we offer:

• Exchange for another item of equal or greater value (customer pays the difference).
• Store credit valid for 12 months.
• Refund, only if required by ACL.

4. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of receipt. We will assess the issue and, where necessary, provide:

• A repair at no cost.
• A replacement of the same or equivalent value.
• A full refund if the issue cannot be rectified.

5. Return Process

To initiate a return, exchange, or refund:

• Contact us at care@harryandcojewellery.com.au with your order details and reason for return.
• We will provide return instructions, including a return authorisation number.
• Securely package the item and send it to our designated return address.
• Upon inspection, we will process the refund, exchange, or store credit within 7 business days.

6. Non-Returnable Items

We do not accept returns or exchanges for:

• Custom-made jewellery (unless faulty or not as described).
• Earrings and other pierced jewellery for hygiene reasons.
• Items that show signs of wear, damage, or alterations.
• Gift cards and store credit purchases.

7. Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty or incorrect.
• We recommend using a tracked and insured postage service, as we are not liable for lost or damaged returns.

8. Contact Information

For any questions regarding our Refund, Returns, and Exchange Policy, please contact:

Harry & Co Jewellery
Email: care@harryandcojewellery.com.au
Phone: 0408 884 618