Return Policy
At Arpella Jewellery, we are committed to providing high-quality jewellery and a positive shopping experience. If you're not completely satisfied with your purchase, we offer refunds in accordance with Australian Consumer Law (ACL) and Victorian regulations.
Consumer Guarantees
Under Australian Consumer Law, we must ensure that the products we sell:
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Are of acceptable quality
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Are fit for purpose
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Match the description provided
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Are free from defects
If a product does not meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund.
Refunds for Faulty or Damaged Items
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If your item is faulty, damaged, or not as described, you are entitled to a full refund or replacement.
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Please contact us within 3 days of receiving your order to report any issues, and we will assist you in processing your refund or exchange.
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Refunds for faulty or damaged items will be issued to the original payment method used at the time of purchase.
Change of Mind
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If you change your mind about your purchase, we are not required by law to offer a refund or exchange. However, we may provide a store credit or exchange in accordance with our store policy.
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Change of mind returns will only be accepted if the item is:
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In its original, unused condition
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In its original packaging
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Within 30 days of receipt
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Custom-made or personalized items (such as engraved jewellery) are not eligible for change of mind returns unless they are faulty.
How to Request a Refund or Exchange
To request a refund or exchange, please email us at info@arpellajewellery.com.au Provide the following information in your request:
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Order number
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A description of the issue (faulty, damaged, incorrect item, etc.)
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Photos of the item (if applicable)
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Your preferred resolution (refund, exchange, or store credit)
Return Shipping Costs
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If you are returning a faulty or damaged item, we will cover the return shipping costs.
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If the return is due to a change of mind, you will be responsible for the return shipping fees, and we recommend using a tracked service to ensure the safe return of the item.
Refund Processing Time
Once we receive and inspect the returned item, we will process your refund within 10 business days. The refund will be issued to your original payment method.
Exclusions
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Items that have been worn, altered, or damaged after delivery are not eligible for a refund or exchange.
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Gift cards and sale items are not refundable, unless faulty.
Consumer Rights
This policy does not affect your statutory rights under Australian Consumer Law. If you are entitled to a refund under consumer guarantees, we will comply with those obligations as required by law.
Please note that Arpella Jewellery E-Gift Cards are non-refundable and cannot be exchanged for cash, unless required by law.
Non-Returnable & Non-Transferable
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Once purchased, E-Gift Cards cannot be returned, cancelled, or transferred to another individual or account.
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Lost, stolen, or deleted gift cards are not replaceable. Please treat your digital gift card like cash.
No Expiry
In accordance with Australian Consumer Law, our E-Gift Cards do not expire and can be used at any time on eligible purchases through our website.
Delivery Issues
If you or your recipient did not receive the e-gift card:
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First, check your junk/spam folder
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Then contact us at [your email address] with your order number so we can assist you
Legal Note
This policy complies with Australian Consumer Law, which does not require a refund on change of mind for digital products like gift cards.