RETURNS AND REFUND POLICY
RETURNS AND REFUND POLICY
Welcome to Kay Gray Jewellery! I understand that occasionally, something might not meet your expectations, and you may need to return an item for a refund or an exchange. Here's what you need to know:
**SATISFACTION GUARANTEE:**
My satisfaction Guarantee ensures that you can return a purchase from Kay Gray Jewellery for a full refund or exchange for any reason. Whether it's because a piece doesn't suit you or doesn’t meet your expectations. Please see below a few important terms, conditions and exceptions:
- Returns should be arranged with me and sent back to my studio within 14 days of the delivery of your purchase.
- To be eligible for a refund or exchange, items must be returned in the same condition in which you received them, and earrings, in particular, must be unworn.
- Any shipping costs incurred for your initial purchase are non-refundable for satisfaction guarantee returns (shipping is free in Australia for most orders).
**EXCEPTIONS: RINGS**
Rings are sized and made to order, and due to the varied sizes and intricacies involved, returned rings may not be easy to resell. For rings, my Satisfaction Guarantee is slightly different:
- Change of mind: A restocking fee of 15% of the purchase price is charged on returned rings to cover some of my labour.
- Incorrect standard ring size: Resizing or remaking the ring/s to the correct size incurs an additional fee to cover labour and return shipping.
- Custom ring sizes: Purchases of custom-sized rings may not be eligible for a satisfaction guarantee return, depending on the size and style.
It's crucial to choose carefully, especially with rings. I provide a ring sizing kit and guidance to help you make the right choice.
**EXCEPTIONS: OTHER**
Other satisfaction guarantee exceptions include:
- Exchanged items: The exchanged piece is not eligible for another satisfaction guarantee return.
- Modified and custom designs: Items changed or custom made at your request may not be eligible for return.
- Damaged items or worn earrings: Items not returned in the original condition or worn earrings are not eligible for a refund or exchange.
SATISFACTION GUARANTEE REPAIRS:
For minor damage due to wear or accidents within two years of purchase, please contact me for possible repairs with no additional costs.
Major damage may require replacement- additional charges may apply.
CLEANING JEWELLERY:
Refer to my article for help with cleaning your jewellery. For more intensive
BEADED & SILK JEWELLERY:
Beaded & silk necklaces/ bracelets can break after some wear & tear. I do offer re-stringing services.
For silk necklaces purchased from me, I'm happy to replace the silk chord at no cost (materials and labour), however you will be responsible for shipping the components to my studio for repair, then back to your delivery address.
SHIPPING FOR REPAIRS:
Unless your return or exchange is due to a fault, damage during delivery, or an error on my part, you are responsible for paying shipping costs to and from my studio, otherwise I'm happy to repair jewellery purchased from me at any time at no cost (ie. materials and labour)
MAJOR DAMAGE:
Items with major damage may not be repairable; contact me so we can discuss our options.
FAULTY OR INCORRECT ITEMS:
Faulty items or errors on my part are rare. Contact me promptly for replacements or refunds. I may ask you to return faulty items for investigation- shipping is refundable in this instance..
LATE OR MISSING DELIVERIES:
For late or missing orders, refer to my shipping page for information. I can assist after Australia Post investigations.
ITEMS DAMAGED IN TRANSIT:
If your item is damaged during delivery, please contact me immediately.
Please retain packaging and document the damage video or photographic evidence may be required for investigation and insurance purposes.
ERRORS ON MY PART:
If I’ve made a mistake on your order, please contact me and I'll work with you to fix the problem as quickly as possible by either sending replacements or issuing refunds. I will provide prepaid shipping labels to cover postage costs. Refunds will include any shipping costs incurred in the original purchase.
COMPLETING YOUR REFUND OR EXCHANGE:
Once I receive and inspect the returned item, I'll issue your refund or arrange your exchange/ replacement. Please note: There may be a delay between my processing a refund and the funds arriving in your account due to payment provider processing times.
Thank you for supporting my small busiess- Kay Gray Jewellery.
If you have any questions, contact me here.
Happy shopping!
Thanks,
Kay Gray Jewellery