Returns


RETURNS & LAY-BY POLICY

Our customers mean the world to us and we always aim to find an amicable solution that leaves you happy and satisfied with the outcome. Please read our refund policy so you understand your consumer rights and know what to expect from us if you are not satisfied for any reason with your order. 

This Refund Policy ("Policy") applies to all purchases made in store or online.

 

1. Change of Mind: Strictly NO refunds. An exchange or store credit may be offered at our discretion within 14 days (7 days for online orders). Items must be unused with tags attached. Artwork, earrings, sale items, and custom orders are strictly excluded from change-of-mind returns.

Faulty Items: Governed by Australian Consumer Law. Major faults qualify for a refund, replacement, or credit. Proof of purchase required.

Lay-bys: Cancel within 14 days for store credit less a $25 fee. After 14 days, less a $50 fee. Lay-by credits expire in 30 days.

1a. Change of Mind
We do not provide cash refunds for change of mind under any circumstances.
If you simply change your mind, make an incorrect selection, or purchase the wrong size, we may, at our absolute discretion, offer a store credit or exchange, provided:
  • The item is returned within 14 days of purchase.
  • Valid proof of purchase is provided.
  • The item is completely unused, unaltered, and in its original saleable condition and packaging.
  • All original tags and labels remain attached.

Items Not Eligible for Change-of-Mind Returns
The following items are strictly excluded from change-of-mind store credit or exchange once they have left the store or gallery:
  • Original artwork
  • Jewellery: Earrings (for hygiene reasons)
  • Sale, clearance, or promotional items
  • Gift cards
  • Custom-made or special-order products


2. Online Purchases
Our change-of-mind policy applies to online purchases with the following specific conditions:
  • Items must be returned within 7 days of delivery.
  • Return postage is the customer's responsibility unless the item is faulty or incorrectly supplied.
  • We recommend using tracked postage, as we cannot accept responsibility for items lost in transit.
  • Returned items must be unused, unaltered, and in their original packaging with all tags attached.
  • Online exchanges are not available. Approved online change-of-mind returns will be issued as a store credit only.


3. Faulty Products & Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts, or modifies any rights or remedies you have under the ACL.

If a product does not comply with a consumer guarantee:


  • Major Faults: If an item has a major failure (e.g., it is broken, unsafe, or unfit for its purpose), you are entitled to choose a refund, replacement, or store credit.
  • Minor Faults: If an item has a minor failure, we will repair or replace the item within a reasonable time. If we are unable to do so, you are entitled to a refund or other remedy under the ACL.
  • Exclusions: Consumer guarantees do not apply to damage caused by misuse, accidental damage, improper care, ordinary wear and tear, or failure to follow care instructions.

Proof of purchase is required for all warranty or consumer guarantee claims. The change-of-mind exclusions listed above (such as earrings and artwork) do not affect your rights under the ACL if those items are genuinely faulty.



4. Lay-by Terms
  • Lay-by is available for eligible in-store purchases of $50 or more.
  • A minimum deposit of 25% of the purchase price is required to establish the lay-by.
  • Lay-bys are available for a maximum period of 12 weeks.
  • Failure to complete payments or collect goods by the agreed date may result in cancellation.

   Lay-by Cancellations
If you cancel your lay-by, you will receive a store credit subject to the following administrative cancellation fees:
  • Cancellation within 14 days: Store credit issued less a $25 cancellation fee.
  • Cancellation after 14 days: Store credit issued less a $50 cancellation fee.
  • Store credit issued for cancelled lay-bys is valid for a strict period of 30 days.

 

5. Repairs

(a) If a jewellery item is damaged, we will send the item to our jewellery manufacturer to assess if the damage was caused by a design or manufacturing flaw or misuse. 

(i) If damage is found to be a design or manufacturing flaw, the jewellery will be repaired and sent back to you at no cost. 

(ii) If jewellery is found to be damaged due to misuse, you will be notified of the cost to repair the item and the choice of whether to proceed with the repair at your expense, or to have the item sent back to you at your expense. 


6. Exceptions 

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if: 

(i) You misused the said product in a way which caused the problem e.g., not following the Empress & Wolf's Jewellery Care Instructions. 

(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it. 

(iii) You asked for alterations to a product, against our advice. 

(iv) The item was on sale.

(v) Any other exceptions that apply under the Australian Consumer Law. 


7. Shipping Costs for Returns 

(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you. 

(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product. 

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost. 

(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.


8. Response Time 

(a) We aim to process any requests for replacements or refunds within 7 days of receipt of item. 

(b) We aim to process any requests for repairs within 60-90 days of receipt. This process can sometimes take longer and in such cases we will notify you of any delays.


9. How to Return Products 

(a) You can contact us at the end of this Policy to discuss a return using the information. 

(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. 

(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase. 


10. Privacy
Personal information collected in connection with purchases, returns, or lay-bys will be handled in accordance with our Privacy Policy.



11. Contact Us 

(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at:

Email: contact@theempressandwolf.com

Phone: (03) 5348 3111

Mobile: 0404634097

The Empress & Wolf reserves the right to amend this policy from time to time.