Refund policy

REFUND POLICY OF GemShed Designs

This Refund Policy ("Policy") applies to the following purchases: Ready to Wear and Custom Jewellery.

1. General

a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

b) Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

(a) Under the Australian Consumer Law:

(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled

(A) to cancel the purchase; and

(B) to a refund for the price of the goods; and

(C) compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us.

(ii) If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer

Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) This Policy is governed by the laws of New South Wales, Australia. You and GemShed Designs agree to submit to the non-exclusive jurisdiction of the courts of New South Wales for any disputes arising from this Policy, without limiting your rights under the Australian Consumer Law.

(f) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

 

 

(g) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(h) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

(i) For jewellery products, a major failure may include structural defects affecting wearability, loss of gemstones within three [3] months of purchase, or significant discoloration inconsistent with normal wear. We will assess claims within seven [7] business days of receiving photographic documentation and will provide written reasons for our determination.

(j) Where photographic documentation is insufficient to determine the nature or extent of a failure, we may require physical inspection of the product at our premises or by an independent assessor. In such cases, we will notify you within the initial seven [7] business day assessment period and provide a revised timeframe for determination, which will not exceed fourteen [14] business days from receipt of the product for inspection.

(k) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repared or replaced.

3. Cancellation and Change of Mind

(a) We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

(b) Custom jewellery orders are non-refundable once production has commenced, which occurs upon receipt of any payment or material sourcing, whichever is earlier.

4. Products Damaged During Delivery

(a) In the event that the product you ordered has been damaged during delivery:

(i) Please contact us as soon as possible.

(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within Seven (7) days from the date of receiving the product.

(c) To support your claim for damaged products, you must provide photographic evidence of the damage and original packaging within two (2) hours of delivery, clearly showing any broken components, missing elements, or visible impact damage to packaging materials.

(d) Photographic evidence must include a minimum of three (3) clear, well-it images showing:

(i) overall product damage; (i) close-up detail of the damaged area; and (ili) the original packaging with visible damage, submitted via email to gemshed.designs@gmail.com with the

subject line "Damaged Product Claim - [Order Number]" within twenty-four (24) hours of delivery.

5. Exceptions

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:

(a) You misused the said product in a way which caused the problem.

(b) You knew or were made aware of the problems) with the product or service before you purchased it.


(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

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

(e) These exceptions do not apply to major failures as defined in the Australian Consumer Law, and do not exclude any non-excludable consumer guarantees.

6. 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.

7. Response Time

(a) We aim to process any requests for repairs, replacements or refunds within Seven (7) days of postal or direct receipt of the product.

8. How to Return Products

(a) You can contact us using the contact email provided 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.

(с) Approved refunds will be processed within seven [7] business days of approval, with the refund amount calculated using the exchange rate applicable on the date of the original purchase for international transactions.

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

(e) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: gemshed.designs@gmail.com.